Q: I am the owner of a NAPA store and I would like to enrol in the NAPA Centre of Excellence.  What should I do?


A: You need to contact your Territory Manager to get the following details:


Q: I am an installer and I would like to enrol in the NAPA Centre of Excellence. What should I do?


A: You need to contact your nearest NAPA representative to find out the following details:


Q: To who do I send my signed subscription contract and participant sheets, when and how?


A: As to the signature of the contract, a NAPA store owner or an installer needs to fax the contract to NAPA Excellence at 1-877-410-6640 or by e-mail at admin@napaexcellence.ca.


Q: How do I renew my subscription?


A: At the end of the 12-month contract, NAPA Excellence will automatically renew your subscription for another 12 months, unless otherwise indicated on your part or specified in the subscription contract.  


Q: After I have enrolled and faxed in my contract and participant enrolment sheets to NAPA Excellence, how long do I have to wait before being able to access the course library?


A: It takes on average 48 hours for NAPA Excellence to register all new users in the system. We will then send a user code and a password by email to all participants.


Q: Is it possible to transfer a NAPA Excellence training seat from one participant to another who is no longer working for the store or the shop?


A: Yes. The manager or owner of the store/shop will need to inform the NAPA Excellence by email.  We will cancel the employee access to the training site. You will need to send in the name of the new employee as soon as possible to the NAPA Excellence who will then grant him with a new password and ID.


Q: I would like to modify my users.


To add, delete or update users, please send us the necessary information to admin@napaexcellence.ca


Q: I want to redo a test that I have already done.


For Cars OnDemand courses only, you need to reset your exam to be able to redo it.

Here is the procedure:


For other courses, you just need to retake the course.


Q: The course grade doesn’t appear./The course shows as incomplete even if I have completed it.


Due to computer synchronization, some data is not updated instantly. Every Monday night, we verify synchronization and everything is updated. If, on Tuesday, your courses still show as incomplete, please send an email to admin@napaexcellence.ca


Technical questions


Q: What are the minimum hardware and software requirements to use the on-line modules?


A: Minimum hardware configuration is as follows:

To check the plug-ins (you can as well copy this link in the address bar of your browser): http://www.mozilla.org/en-US/plugincheck/

Windows Media Player issues using Firefox or Google Chrome:

If a page simply links to Windows media files (e.g. .asf or .asx files), you might not see a prompt to download the Windows Media Player plug-in. In that case, follow these instructions to get the plug-in:

Windows instructions

  1. Visit http://port25.technet.com/pages/windows-media-player-firefox-plugin-download.aspx
  2. Click Download Now.
  3. Click Save for the file in the downloads bar to confirm that you want to download the file. Don't worry -- saving the file won't harm your computer.
  4. Open the set-up file.
  5. Click Run to start the Setup Wizard. Follow the instructions in the wizard to finish installing the plug-in.
  6. Restart the browser.

Mac instructions

  1. Visit http://windows.microsoft.com/en-US/windows/products/windows-media-player/wmcomponents
  2. Click Free download to install Flip4Mac.
  3. Click Save for the file in the downloads bar to confirm that you want to download the file. Don't worry -- saving the file won't harm your computer.
  4. Mount the .dmg file.
  5. Click Flip4Mac WMV.mpkg.
  6. Follow the instructions on the screen to finish installing Flip4Mac.
  7. Restart the browser.
  8. Open the Plug-ins page by visiting chrome://plugins in the address bar.
  9. Click Enable for Flip4Mac. If you have trouble enabling the plug-in, click Details on the top right corner of the page and click Enable again.

Test whether the Windows Media Player plug-in is successfully installed

Q: I need a copy of Adobe Acrobat Reader. How do I get it?


A: This is a free plug-in for both PCs and Apple computer browser programs and can be downloaded from the Adobe web site. Get a FREE copy of Adobe Acrobat Reader here.


Q: I need the Adobe Flash plug-in. How do I get it?


A: This is a free plug-in for both PCs and Apple computer browser programs and can be downloaded from the Adobe web site. Get a FREE copy of Adobe Flash here.


Q: I need to download the Windows Media Player plug-in. How do I get it?


A: This is a free plug-in for both PCs and Apple computer browser programs and can be downloaded from the Microsoft web site. Get a FREE copy of the Windows Media Player here.


Q: I do not hear any sound from the lesson materials on my PC. What's wrong?


A:  1. The lesson uses Adobe Flash and MP3 sound files, make sure you have an audio player that will play MP3 files and that you have the Adobe Flash plug-in installed.

2. Your computer must have a compatible sound card and the proper drivers installed.

3. Make sure your volume setting is not too low.

Q: I do not see the video. What's wrong?


A:  1. Lessons use Windows Media Player video files. Install or reinstall the Windows Media Player plug-in on your PC.

2. Min screen resolution should be set to 800x600, 256 colors. To set your screen resolution, refer to your operating system's user guide or use the Help section of your program.

Q: The text on my screen is too large or too small. What's wrong?


A: Adjust your browser controls to reduce the text size:

Frequently Asked Questions