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Creating an Account
How do I create an account?
To create an account, click on 'SIGN UP' in the top right of your screen and provide the required information as requested.
I already have an account. How do I log in?
To log into your account, click on 'SIGN IN' in the top right of your screen and enter your email address and password.
Managing My Cart
How do I add scenarios to my Cart?
Click on 'Browse' and select 'Add to cart' from the list of scenarios available to you. Your cart will be populated with these scenarios.
How do I access my Cart?
Click on the shopping cart icon in the top right of your screen and you will be taken to the 'View your Cart' page.
I've changed my mind, how can I remove a scenario from my cart?
Click on the shopping cart icon in the top right of your screen, find the item you no longer want in your cart and click on 'Remove from cart'.
How can I purchase scenarios?
Click on the shopping cart icon in the top right of your screen, update your Cart to include only the scenarios you want to purchase, and click on 'Proceed to Checkout'. Finalise your order by reviewing the cart and agreeing to the terms and conditions, click on 'Click here to make payment', enter in your payment details, and click 'Submit'. You can pay for scenarios wih a credit card or with automatic bank transfer using account2account depending on your bank.
I've changed my mind about using the simulator after purchasing scenarios. Can I get my purchase refunded?
If you wish to get a refund for a booked session or a purchased scenario, you will need to let us know in writing more than 30 days before the day of your booked session. Refunds are not available if cancellations occur within 30 days of the scheduled booking.
Booking Scenarios and Sessions
How do I book a session?
To book a session, select 'My Account' and you will see a list of purchased scenarios that are available for booking. Click the 'Click here to book' button of the scenarios you want to book a session for, and then click on 'Select a time for these scenarios.' Select the desired date and time for your session, agree to the terms and conditions and your session will be booked.
Can I book multiple scenarios into one session?
You can book multiple scenarios into one session, but you will need to make sure that you complete the full session. Any scenarios left unattempted in a session that you close out will be logged as failed attempts.
How do I reschedule or cancel an already booked session?
You can reshedule or cancel a session up to 24 hours before the session is due to start. Go to 'My Account' and view the 'Upcoming Bookings' section. Click on the 'Cancel this booking' button and you will be able to cancel and reschedule your booking.
What if I missed my scheduled session?
If you missed a scheduled session, the booked scenarios will be logged as failed attempts. You will need to rebook the scenarios in a new session provided you have remaining attempts.
Starting a Session
How do I enter the simulator?
In 'My Account', once you have purchased a scenario and booked a session, 'Today's bookings' will appear with the details of your session and a 'Connection details' button. Once your time slot begins, the 'Connection details' button will change to 'Click here to connect'. Click on this button and follow the directions in the pop up window. You will need to click on the 'Open Connection' button and an RDP connection file will download. Open this file and you will be connected to the simulator.
Why can't I connect to a session at the booked time?
Please ensure that your system time zone matches the time zone of your website's account to be able to connect at the correct time. If your time slot has begun and the 'Connection details' button has not changed to 'Click here to connect', your system's time zone is not set to the same time zone as your account.
Can I leave my session without starting a scenario?
You can leave a booked session, but the session timer will continue to run and the timer in any current scenarios will continue to run. If you do not re-enter the session and complete the scenarios, they will be logged as failed attempts.
How do I start a scenario?
Once in the simulator, the scenarios which you have scheduled for your session will be shown as available. Click on the scenario you want to start, and click 'next'. A pop-up window will show the scenario details while the scenario loads. Once loaded, select 'Begin' and the scenario and timer will start.
How many times can I attempt a scenario?
You have three attempts to successfully complete a scenario. After three failed attempts, you will need to repurchase the scenario.
What do I do once I've started a scenario?
You will be presented with a treatment plant that has process or equipment failures that you will need to diagnose and fix through the SCADA system. Review the alarms, equipment statuses, and trends to find out what has failed at the plant.
I think I know what is wrong at the plant, how do I submit my answer?
Make the process change that you think will fix the issues at the plant. This may be changing a setpoint, changing the status of equipment, etc. Once you've made the change, select submit answer in the top right of the window. You will be presented with the changes that you have made prior to submitting your solution. If these are the changes that you intended to make, select 'Confirm' and the scenario will be assessed.
Can I reset all the changes I've made and start with the original settings?
You can restore the original default settings by clicking on 'Reload Defaults.' This will reset all of the changes made to the original settings but note that the timer will not reset.
Can I pause the timer in a scenario?
Once you have started a scenario, the timer cannot be paused. You must complete it before the scenario timer expires or it will be logged as a failed attempt.
What happens if I run out of time in the scenario?
If the timer expires during a scenario, this will be treated as a failed attempt. You will need to rebook the scenario and attempt it again.
What happens if I pass a scenario?
If you successfully pass a scenario, you will receive a 'PASSED' notification in the 'Scenario Results'. Click on the 'Next' button to be taken back to the 'Scenario Selection' screen and start a new scenario or exit the simulator.
What happens if I didn't pass a scenario?
If you do not pass a scenario, it will be logged as a failed attempt. You are only able to attempt a scenario three times. To attempt the scenario again, you will need to book the scenario in a new session.
I did not pass a scenario, but I'm certain my solution will work.
Keep in mind that we are looking for an automated solution in the control system rather than manual corrective actions such as changing a valve or pump to a manual position or speed setting. If your solution doesn't fall into this category and you are still certain it is correct, feel free to contact us to discuss the scenario.
What happens if my connection drops during a scenario?
A dropped connection will require you to enter the simulator using the same downloadable RDP file. Once you regain access, you will be entered back into the same scenario. Note that the scenario timer will continue to run whether you are connected or not.
Completing a Session
I've completed all my scenarios booked for this session. What do I do now?
You can exit the simulator and rebook any failed attempts or book new scenarios. You can exit the simulator by clicking the red 'EXIT' button on the Scenario Selection page or by closing the virtual machine window. You can also let your session time expire and the simulator will automatically close you out.
What if I run out of time for my session but haven't completed all booked scenarios?
The remaining scenarios will be logged as failed attempts. You will need to rebook them in a new session.
Managing My Account
How do I see my results?
You can view your scenario results and statuses by going to 'My Account' and under 'Scenario history' click the link to view past bookings and scenario outcomes.
How do I change my password?
Go to 'My Account' and under 'Account details' click the link for changing your password.
I've forgotten my password. How do I reset it?
Contact us through the Help page and we will work to reset your password.
What are the technical requirements for running the simulator?
The simulator runs on a Windows desktop, laptop or tablet (Microsoft Surface). The recommended screen resolution is 1920 x 1080 but it can be run at higher resolutions. Windows scaling (Settings > System Display) must be at 100% to prevent scaling issues.
Can I run the simulator on a tablet?
A tablet running Windows (like the Microsoft Surface) is able to run the simulator. An Android or iOS tablet is not supported.
What browsers does the marketplace support?
The marketplace supports Firefox, Chrome, Internet Explorer, Edge, Safari and Opera. Make sure to have the latest version installed.
I'm having difficulty connecting. What do I do?
Make sure you are connected to the internet and your computer has the optimal resolution. If you are still having difficulties, contact us through the Help page.