What are FIRE Solutions' business hours?
How do I contact FIRE Solutions for customer support?
How do I reach an Expert Trainer on the weekend?
How can I reach a Student Mentor?
What should I do if I need extra help with my FIRE Solutions study materials?
What should I do if I enroll in a course and do not receive any information from FIRE Solutions?
When I log into the FIRE Solutions website, why did the course information on my homepage disappear?

Technical Problems

How do I contact FIRE Solutions for support?
What do I do if I can't remember my username and password?
What do if I receive an error message that my username and password are disabled?
What type of browser is best to use?
What do I do if the test doesn't appear after I click the "Launch" link?
Why do I keep getting the same test score results?
Why do I keep getting the same test question wrong even though I'm entering different answers?
What do I do if the online course circles between the "Click here to launch" page and the "Click here to continue" page and the course materials do not load on my computer?
Can I use a pop-up blocker when navigating through the study materials?

Exam Prep Questions

What are FIRE Solutions' guidelines for success?
What score should I get on the practice tests?
Can I review the rationale for my test after I've closed out of the test?
How can I print the rationale for questions that I have answered incorrectly?
I was interrupted while working on my course. I now see a screen prompting me to enter my username and password. What do I do now?
How do I print the Lessons and Trainer's Notes?
If I do not finish a test, will I be able to return to that spot in the test? Can I bookmark that page?
How do I know I am ready for my FINRA exam?
Whom do I contact to initiate the registration process (U-4) for any FINRA exam?
How do I schedule my FINRA exam?
What do I need to do to sit for a FINRA licensing exam?

Firm Element Continuing Education Course Questions
(Examples of CE courses include Ethics and Anti-Money Laundering.)

If I have passed my test, why isn't my certificate appearing on the course homepage?
Can I review the rationale for my test after I've closed out of the test?
How can I print the rationale for questions that I have answered incorrectly?
I was interrupted while working on my course. I now see a screen prompting me to enter my username and password. What do I do now?
How do I print the Lessons?
What if I do not finish a test, will I be able to return to the same question in the test?

What are FIRE Solutions business hours?

FIRE Solutions is open Monday through Friday from 7:00 am to 5:30 pm Pacific Time. If you contact us outside these business hours, you will receive a response the following business day. To contact the Student Mentor Hotline:

Tel: 415-247-1830 x1
Toll Free: 1-866-ASK-FIRE x1
E-mail: support@firesolutions.com

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How do I contact FIRE Solutions for customer support?

The FIRE Student Mentor Team is available to answer questions and provide support during your training. Please contact the FIRE Student Mentor Hotline:

Tel: 415-247-1830 x1
Toll Free: 1-866-ASK-FIRE x1
E-mail: support@firesolutions.com

Support hours are from 7:00am to 5:30pm Pacific time, Monday through Friday. (If you contact FIRE Solutions outside of those hours, you will receive a response during the next business day.)

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How do I reach an Expert Trainer on the weekend?

To view the contact information for Roy Lutzi, FIRE Solutions' lead trainer, please access the course website at https://courses.firesolutions.com. After you have entered your username and password, please click on "Contact FIRE" in the left-hand column. Now click "Content Support." Roy Lutzi's after-hours contact information is listed.

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How can I reach a Student Mentor?

Please call 415-247-1830 x1 or e-mail support@firesolutions.com. This information can also be found on the FIRE Solutions course website: https://courses.firesolutions.com. After you have entered your username and password, please click "Contact FIRE" in the left-hand column. Now click "Student Mentors." Office hours, e-mail addresses, and phone numbers are all listed.

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What should I do if I need extra help with my FIRE Solutions study materials?

FIRE's Expert Trainers are available on an individual basis to talk through concepts that may be unclear. To reach a trainer, contact the FIRE Student Mentor Hotline:

Tel: 415-247-1830 x1
Toll Free: 1-866-ASK-FIRE x1
E-mail: support@firesolutions.com

Support hours are from 7:00 a.m. to 5:30 p.m. Pacific time, Monday through Friday. (If you contact FIRE Solutions outside of these hours, you will receive a response during the next business day.)

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What should I do if I enroll in a course and do not receive any information from FIRE Solutions?

FIRE Solutions processes enrollments by the next business day from date of receipt. If you have questions regarding your enrollment please contact FIRE Solutions.

Tel: 415-247-1830 x1
Toll Free: 1-866-ASK-FIRE x1
E-mail: support@firesolutions.com

Support hours are from 7:00 a.m. to 5:30 p.m. Pacific time, Monday through Friday. (If you contact FIRE Solutions outside of these hours, you will receive a response during the next business day.)

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When I log into the FIRE Solutions website, why did the course information on my homepage disappear?

FIRE Solutions provides course access for 12 months. If you have had course access for a year or longer, your course access may have been terminated. If you believe your course access has been incorrectly removed, please contact the Student Mentor Hotline:

Tel: 415-247-1830 x1
Toll Free: 1-866-ASK-FIRE x1
E-mail: support@firesolutions.com

Support hours are from 7:00 a.m. to 5:30 p.m. Pacific time, Monday through Friday. (If you contact FIRE Solutions outside of these hours, you will receive a response during the next business day.)

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Exam Prep Questions

What are FIRE Solutions' guidelines for success?

Over the past 20 years, FIRE Solutions has prepared thousands of students for the FINRA exams. In their experience, they have discovered that the successful securities licensing exam candidate will:

• Complete a minimum of 99% of the course
• Take a minimum of 98% of the module tests
• Reach out to FIRE Solutions for study support if below 80% average on module tests
• Log in to the course at least once per week
• Take the Indicator exam and/or Practice Final exam(s)

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What score should I get on the practice tests?

No matter what course you take with FIRE Solutions, we recommend you strive for at least an 80% before feeling confident you understand the materials sufficiently to pass the licensing exam. Don't forget that there are Expert Trainers available to talk through concept that may be unclear. To contact an Expert Trainer, contact 415-247-1830 x2.

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Can I review the rationale for my test after I've closed out of the test?

Unfortunately, once you have left the test, you are unable to go back and view the rationale. Please print the answers if you would like to review them at a later date. (See below.)

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How can I print the rationale for questions that I answered incorrectly?

While reviewing the rationale, right click with your mouse and select print. It is important to do this while reviewing the rationale, as you will not be able to go back and review your results after you close out of the exam.

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I was interrupted while working on my course. I now see a screen prompting me to enter my username and password. What do I do now?

Please re-enter your username and password. Many companies have computer firewalls. These firewalls are set up to protect the company from hackers. Most corporate firewalls are configured to disconnect Internet sessions that are inactive for 15-20 minutes, depending on your company's security settings. If this happens, please re-enter your username and password to continue your studies.

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How do I print Lessons and Trainer's Notes?

FIRE Solutions has provided the Lessons and Trainer's Notes in printable format so that you can continue to study when you do not have a computer. You will need to have Adobe Acrobat Reader, version 4.0 or higher, on your computer in order to view and print these files. This software may be downloaded for free from http://www.adobe.com/.

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If I do not finish a test, will I be able to return to the same question in the test? Can I bookmark that page?

FIRE Solutions' tests are designed to help you judge how well you assimilated the information in the course. The questions are drawn at random from a topical question bank and are shuffled each time a test is launched. FIRE Solutions recommends that once a test is launched, it should be completed it in its entirety.

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How do I know I am ready for my FINRA exam?

Once you have taken all the quizzes, midterms, and finals, you should take the Indicator exam and/or Practice Final exam. This exam has been prepared specifically to predict your performance on the actual FINRA exams. If you do not score the minimum passing grade on the final test, we recommend that you speak with an Expert Trainer to identify your particular areas of weakness and get some ideas on how to focus your study. To set up an appointment with an Expert Trainer, please contact the FIRE Student Mentor Hotline:

Tel: 415-247-1830 x1
Toll Free: 1-866-ASK-FIRE x1
E-mail: support@firesolutions.com

Support hours are from 7:00am to 5:30pm Pacific time, Monday through Friday. (If you contact FIRE Solutions outside of those hours, you will receive a response during the next business day.)

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Whom do I contact to initiate the registration process (U-4) for any FINRA exam?

Please contact your Compliance Department.

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How do I schedule my FINRA exam?

The National Association of Securities Dealers (FINRAsm) administers the state law exams on behalf of each state. If you have questions, you may find more information on the FINRA Regulators website at http://www.finra.org, or you may call them directly in San Francisco at (415) 882-1200 or in Rockville, MD (headquarters) at (301) 590-6500.

The exam is given on a computer through Prometric Testing Centers (www.2test.com). You are required to schedule an exam appointment date and time with Prometric. In the San Francisco area, they can be reached at (415) 882-1212, or nationwide at 1-800-578-6273.

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What do I need to do to sit for a FINRA licensing exam?

If you are a U.S. based employee, to sit for a FINRA final exam, you must do the following:

1. Notify your office Registration Coordinator to request the online Form U-4 from the Registration Department
2. Complete the online Form U-4
3. Complete a fingerprint card
4. Send the fingerprint card and the Form U-4 to Registration
5. Await approval from Registration
6. Make test appointment with Prometric Testing Centers (www.2test.com).

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If I have passed my test, why isn't my certificate appearing on the course homepage?

After you have passed the final exam for a continuing education course, a certificate link will appear on your course homepage in about 20 minutes. Please click the "refresh" button on your browser tool bar. The "refresh" button is located at the top of the screen; it looks like a white sheet of paper with two green arrows forming a circle. You can perform the same function by pressing the "F5" key on your keyboard. If it has been longer than 20 minutes, please call the Student Mentor Hotline:

Tel: 415-247-1830 x1
Toll Free: 1-866-ASK-FIRE x1
E-mail: support@firesolutions.com

Support hours are from 7:00am to 5:30pm Pacific time, Monday through Friday. (If you contact FIRE Solutions outside of those hours, you will receive a response during the next business day.)

PLEASE NOTE: Re-launching the test before the certificate appears will void your previous results. Please do not re-launch the test. If you have waited 20 minutes and your certificate hasn't appeared, please contact the Student Mentor Hotline.

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Can I review the rationale for my test after I've closed out of the test?

Unfortunately, once you have left the test, you are unable to go back and view the rationale. Please print the answers if you would like to review them at a later date. (See below.)

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How can I print the rationale for questions that I answered incorrectly?

While reviewing the rationale, right click with your mouse and select print. It is important to do this while reviewing the rationale, as you will not be able to go back and review your results after you close out of the exam.

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I was interrupted while working on my course. I now see a screen prompting me to enter my username and password. What do I do now?

Please re-enter your username and password. Many companies have computer firewalls. These firewalls are set up to protect the company from hackers. Most corporate firewalls are configured to disconnect internet sessions that are inactive for 15-20 minutes, depending on your company's security settings. If this happens, please re-enter your username and password to continue your studies.

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How do I print the Lessons?

FIRE Solutions has provided the Lessons in printable format so that you can continue to study when you do not have a computer. You will need to have Adobe Acrobat Reader, version 4.0 or higher, on your computer in order to view and print these files. This software may be downloaded for free from http://www.adobe.com/.

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What if I do not finish a test, will I be able to return to the same question in the test?

Unfortunately, once you have left the test, you are unable to go back to your last question. You will need to re-launch the test and start from the beginning.

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Technical Problems

How do I contact FIRE Solutions for support?

The FIRE Student Mentor Team is available to answer questions and provide support during your training. Please contact the FIRE Student Mentor Hotline:

Tel: 415-247-1830 x1
Toll Free: 1-866-ASK-FIRE x1
E-mail: support@firesolutions.com

Support hours are from 7:00am to 5:30pm Pacific time, Monday through Friday. (If you contact FIRE Solutions outside of those hours, you will receive a response during the next business day.)

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What do I do if I can't remember my username and password?

Please call the Student Mentor Hotline at 415-247-1830 Ext. 1 or e-mail support@FIRE Solutions.com and one of the Student Mentors will be happy to look up your username and password. FIRE Solutions, Inc. is open Monday through Friday from 7:00 am to 5:30 pm Pacific Time. If you contact us outside these business hours, you will receive a response the following business day.

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What do I do if I receive an error message that my username and password are disabled?

After six failed login attempts, the system will disable your username as a security measure. To re-activate your username, please contact the FIRE Student Mentor Team:

Tel: 415-247-1830 x1
Toll Free: 1-866-ASK-FIRE x1
E-mail: support@firesolutions.com

Support hours are from 7:00am to 5:30pm Pacific time, Monday through Friday. (If you contact FIRE Solutions outside of those hours, you will receive a response during the next business day.)

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What type of browser is best to use?

Courses are best viewed in Internet Explorer 5.0. or higher. (IE 5.5 is recommended.)

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What do I do if the test doesn't appear after I click the "Launch" link?

Please use the following tips to troubleshoot this problem:

1. Check all open browser windows. The test launches in a new window. If you already have a window open the test may appear in this open window.
2. Check to make sure you don't have pop-up blocker software installed. (The latest tools to suppress pop-up ads unfortunately interfere with the launching of FIRE Solutions course pages.) Please see the "Can I use pop-up blocker software while using the FIRE Solutions course website?" question, listed below.

Tel: 415-247-1830 x1
Toll Free: 1-866-ASK-FIRE x1
E-mail: support@firesolutions.com

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Why do I keep getting the same test score results?
Why do I keep getting the same test question wrong even though I'm entering different answers?

When the exam is completed, some computers store this information in the cache or temporary Internet file storage. When information is stored in the cache, new data cannot be stored until the cache is "cleared." Please follow these simple steps to clear the cache. We also provide directions to change your settings so that you can avoid future cache storage issues.

How to Clear the Cache
From the browser toolbar, select the "Tools" menu. Under Tools, select "Internet Options".

Go to the Internet Options sub menu and select Delete Files from the Temporary Internet Files section. Be sure to check the Delete all offline content box before selecting OK.

After clicking OK, an hourglass may appear until all the Temporary Internet Files have been deleted. The Delete Files box will disappear leaving you at the Internet Options window.

How to Change Cache Storage Settings

In the Internet Options window, select Settings. Once in the Settings menu, the "Check for newer versions of the stored pages:" setting should be set to Every Visit to the Page. If it is not already selected, select Automatically and then click OK. You will then return to the Internet Options menu. Select Apply and then select OK.

The browser will now automatically check for newer versions of the stored pages. This new setting will resolve the "cache" issue and allow you to override each previous version of the test with the new data.

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Can I use pop-up blocker software while using the FIRE Solutions course website?

No. FIRE Solutions launches many of the tests and study materials into new windows. The software used to suppress pop-ups interferes with the launching of FIRE Solutions course pages. When a student launches the test or lesson, this action opens a new browser window to display the course material. The pop-up blocker interprets this as junk or an advertisement and closes the new window. We recommend that you disable your pop-up blocker software while using the FIRE Solutions course website.

Common Pop-Up Blockers

One of the first steps to navigate to the page on the FIRE Solutions website that says "Click HERE to launch." Hold down the control key AT THE SAME TIME as you click the "HERE" link on the FIRE Solutions course page. If this does not work please see the directions below.

Toolbars
Some of the most common add-on toolbars are provided by Google, MSN and Yahoo. If you are not sure if you have one of these, go to the View drop down menu On your internet explorer browser and click on the toolbar menu. Or, look under the "Address" bar on your browser. If you see a toolbar under the "Address" bar, you have an add-on toolbar.

Google:
The pop-up blocker icon has three boxes, one on top of the other with a number and the word "blocked." Click on this box. You should then see the words "Site pop-ups allowed." This means that pop-ups are allowed ONLY on the FIRE Solutions website. Pop-ups on all other websites will continue to be suppressed.

Yahoo:
The Yahoo toolbar has a large red Y! on the left-hand side. The pop-up blocker icon is one box with a gold shield in front of it. Click on this icon and uncheck the box next to the words "Enable Pop-up Blocker." This means that the pop-up blocker is OFF. You will need to turn it back on after you finish using the FIRE Solutions website.

MSN:
The pop-up blocker icon has a blue box with a red X and the words "Pop-Ups Blocked." Click on the icon to allow pop-ups This means that the pop-up blocker is OFF. You will need to turn it back on after you finish using the FIRE Solutions website.

Norton Internet Security:
To turn the Ad Blocker feature off. Go to start-->programs-->symantec personal firewall--->ad blocker: Off.

ISP Built-in Pop-Up Blockers
Some Internet Service Provides (ISP) have build-in pop-up blockers (e.g. AOL, BellSouth, Roadrunner, Earthlink). Please refer to your help menu for directions on how to disable your pop-up blocker. For Roadrunner and Earthlink, you may need to contact the company's tech support and ask them to help you access the online control panel where the pop-up blockers are located.

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