Premium Subscription FAQ

What is Premium Subscription? Does my company have a subscription? How much does it cost? These are the questions we hear a lot and you’ll find the answers below. If you have any other questions, please don’t hesitate to contact us — we’re here to help.

Subscription FAQs

Premium Subscription is an annual subscription for valid OnBase organizations that provides 24/7 access to the Premium Subscription Courses and content. The Subscription is applied to the entire organization and will grant access to anyone in the organization with a valid Hyland.com/Community or TeamOnBase login.

what is premium

Once you purchase a Premium Subscription, you and your organization will take advantage of the following features:

  • Premium Course Gallery provides OnBase professional development courses from OnBase experts that previously were only available at conferences as well as courses designed specifically for Premium.
  • Learning interactions compliment Premium Subscription courses providing students with the ability to demonstrate their knowledge and prepare for the final assessment.
  • Assessments test understanding of the course objectives and successfully completed courses become a part of your Training Transcript available for review and printing at Traning.OnBase.com.
  • Course resources provide instant access to presentations, lab files and white papers relevant to the course topic.

If you are logged into Training.OnBase.com and you cannot access the Premium Subscription Course Gallery, your organization may not have a valid subscription for this service. Please check with your first line of support to validate your Premium Subscription, or email Training@Hyland.com.

Please contact your OnBase support organization. Please reference the Premium Subscription portion of Training.OnBase.com for more information. Additionally, when purchasing the Premium Subscription, you’ll need to identify the point of contact in your organization who will be responsible for the Premium Subscription.

Once purchased, Premium Subscription is valid for 365 days from the date the purchase order or payment is accepted, whichever comes first.

Your password for Premium Subscription is the same as your password for Training.OnBase.com. If you forgot your password, click on one of the following links to obtain (or reset) your password - Hyland.com/Community (End Users) or TeamOnBase.com (Partners).

Any current employee of your organization with a valid Hyland.com/Community (for customers and end users) or a TeamOnBase.com (for partners and resellers) will have access to the Premium Subscription Gallery and content once the subscription has started.

Subscriptions include courses made available in the Premium Subscription Gallery including video instruction, interactive lessons, assessments, and resources. Other OnBase courses, such as those offered in the classroom, online, self-paced, conferences, and webinars are not included in the Premium Subscription and have their own access and usage guidelines. Please see Training.OnBase.com for the specific courses available and pricing.

Premium Subscription is currently available to organizations outside of the United States. However, specific consideration should be given to bandwidth availability and latency when accessing content from our servers located in the US. It’s important that organizations located outside of the US comply with the minimum bandwidth requirements and effectively test their ability to access content prior to purchasing the Premium Subscription. Please see the technical requirements below for additional technical requirement information. Contact training@onbase.com for assistance in verifying if Premium Subscription will work for you.

In order to obtain the best experience from Premium Subscription we recommend the following:

  • Adobe Flash Player 10.1.102.64 or above
  • Internet Explorer 7.0 or above
  • Microsoft Windows 7 or above, Macintosh OS X 10.4 or above
  • JavaScript and Cookies enabled
  • Audio card (all videos contain sound)
  • Minimum browser resolution 1024x768 (higher resolution recommended)

In addition, you will need a broadband internet connection. Our videos stream at 480Kbps to 1000Kbps, and we recommend a downstream bandwidth of over 2000Kbps (or 2.0Mb/s) for a smooth playback experience.

If you have additional questions regarding your specific environment and Premium Subscription, please contact training@onbase.com

Technical FAQs

To watch videos on Training.OnBase.com and Premium Subscription, you will need:

  • Adobe Flash Player 10.0.22 or above
  • Internet Explorer 7.0 or above, Firefox 2.0 or above, Safari 3.0 or above, or Chrome
  • Microsoft Windows 7 or above, Macintosh OS X 10.4 or above
  • JavaScript and Cookies enabled
  • Audio card (all videos contain sound)
  • Minimum browser resolution 1024x768 (higher resolution recommended)

In addition, you will need a broadband internet connection. Our videos stream at 480Kbps to 1000Kbps, and we recommend a downstream bandwidth of over 2000Kbps (or 2.0Mb/s) for a smooth playback experience.

You can test your downstream bandwidth at http://www.speedtest.net and Training.OnBase.com Bandwidth Test. Once there, click on the spinning yellow shape on the map to initiate a speed test (if none of the shapes are yellow, select one that is closest to your geographic location). Once complete, your downstream bandwidth is displayed in the "Download" box near the middle of your screen.

For a smooth playback experience, you need a broadband internet connection. If your broadband connection isn’t fast enough, videos may stutter. If you are experiencing stuttering or choppy playback, here are some suggestions that may help:

  • Your video download speed may be slow or inconsistent. Pause the video until the buffer is full and then try playing the video.
  • If you are watching video over a wireless connection and your video is stuttering, try watching over a wired connection or move your computer closer to your Wi-Fi router for a stronger signal.
  • If you are running any bandwidth-intensive applications on your own computer (e.g. BitTorrent, Outlook, other downloads, internet phone services such as Skype or Vonage), you may want to pause these applications while watching videos on Premium Subscription.
  • If you are sharing an internet connection with other people, check to see if they are using any bandwidth-intensive programs (such as those outlined above) while you are watching videos.
  • Pause the video and allow the buffer to reach "full." Once it's full, try playing your video again. If the video is still stuttering, you may be experiencing issues with your CPU performance. Try turning off any CPU-intensive programs you're running, or rebooting your computer. Additionally, you can try running Premium Subscription in a different browser, or updating your Flash drivers.
  • If you experience video stalling problems only during full-screen mode, try lowering your desktop resolution.

If you're still having issues, you can use the following steps to try to further diagnose the problem:

  • Perform a speed test of your connection. This can be accomplished by going to http://www.speedtest.net and Training.OnBase.com Bandwidth Test. Once there, click on the spinning yellow shape on the map to initiate a speed test (if none of the shapes are yellow, select one that is closest to your geographic location). Once complete, examine the results. If your download speed (indicated by the down arrow) is below 1,331Kb/s, then your bandwidth is fairly limited. You may also want to contact your Internet Service Provider to get a download speed of over 2 Mb/s.
  • If you've tried everything else, please contact Training.OnBase.com Support, and we can try to investigate the issue to see if there's something on our end.

Premium Subscription Uses Adobe’s Flash Player to play videos and present learning interactions. Outdated versions of the Flash Player can create any number of issues. The first step in troubleshooting is to make sure that you are using the latest version of the Flash plug-in for your browser. To download the latest version of the Flash Plug-in, please click here. Note: If you have issues downloading or installing this plug-in please contact your IT department.

If you have verified that all the steps above have been resolved, but you are still unable to view Premium Subscription courses, your organization’s IT department may be blocking content with a firewall. Please check with your IT department to see if this type of media is blocked. Then tell them about Premium Subscription and see if they want to learn about OnBase, after all, it is organization-wide.

Please follow these basic troubleshooting steps.

Does your organization have a subscription?

If you are logged into Training.OnBase.com and you cannot access the Premium Subscription Course Gallery, then your organization may not have a valid subscription to the service. Please check with your OnBase Account Manager to validate your Premium Subscription, or email Training@Hyland.com. If you would like more information about getting a subscription for your organization, please click here.

Are you logged into Training.OnBase.com?

Not only does your organization need a valid subscription to the Premium Subscription service, but you will also need to log in to Training.OnBase.com with a valid TeamOnBase.com or Hyland.com/Community profile. You will not be able to log in to Premium Subscription with a Training.OnBase.com profile.

Forgot your password?

If you forgot your password, click on one of the following links below to obtain your password, or to reset your password. Hyland.com/Community (End Users) or TeamOnBase.com (Partners).

Need a password?

You must have a valid Hyland.com/Community profile if you are an end user, or a valid TeamOnBase.com profile if you are a partner. You will not be able to access Premium Subscription with a Training.OnBase.com profile.

Do you have the latest version of Flash?

Premium Subscription uses Adobe’s Flash Player to play videos and present learning interactions. Outdated versions of the Flash Player can create any number of issues. The first step in troubleshooting is to make sure that you are using the latest version of the Flash plug-in for your browser. To download the latest version of the Flash Plug-in, please click here. Note: If you have issues downloading or installing this plug-in please, contact your IT department.

Does your organization prevent streaming content?

If you have verified that all the steps above have been resolved, but you are still unable to view Premium Subscription courses, your organization’s IT department may be blocking content with a firewall. Please check with your IT department to see if this type of media is blocked.

Do you have enough bandwidth to play the video?

Streaming video requires a minimum amount of bandwidth to playback appropriately. Please see the following sections of this FAQ for more information on this topic: “What do I need to know about streaming Video?” and “System Requirements”.