I've completed my course but it still says that it hasn't been completed, what do I do now?My course is frozen and I cannot proceed to the next slide.My course sometimes freezes and can take a while to get through the slide, is this normal?My course certificate was not emailed to me, how do I resend or download it?I can't hear any sound from the course.I can't find the answers I'm looking for in the FAQ, now what?I'm getting a blank screen when I launch my course, what do I do now?My course isn't working on my tablet or mobile device.I can't see the full course on my screen.I don't see any courses available under My Courses.

I've completed my course but it still says that it hasn't been completed, what do I do now?

First, go to My Transcripts to see if your course appears there.

If nothing appears there, go back to My Courses, and see if you can resume the course to trigger completion.

If neither of these options work, please go to our Get Help page to contact our Helpdesk.

My course is frozen and I cannot proceed to the next slide.

Please ensure there are no actions or interactivities on the screen that you may need to click on to proceed. If you are certain that the course is locked up, close the course and relaunch it. You can also try clearing your browsers cache by following the instructions here: refreshyourcache.com.

If the problem persists, please go to our Get Help page to contact our Helpdesk.

My course sometimes freezes and can take a while to get through the slide, is this normal?

Please ensure that you have a good, fast connection to the internet. Using internet at peak times can cause issues where the course appears to freeze, this happens while the course is trying to buffer. You can either try again during non-peak hours or a different network that has a better internet connection.

If the problem persists, please go to our Get Help page to contact our Helpdesk.

My course certificate was not emailed to me, how do I resend or download it?

Sometimes, course certificates are not provided, but you can check course completion status on the My Transcripts page.  If certificates are enabled, you'll see a link to download it.

I can't hear any sound from the course.

Try these steps if you're having issues with sound:

  • Check the volume controls within the course player, located on the bottom left of the screen.
  • Reload the page
  • Clear your cache (visit refreshyourcache.com for instructions)
  • Ensure you're able to hear sound on your computer from another source, such as YouTube.  If you can't hear any sound, there could be an issue with your audio drivers or sound card in your computer.

 

I can't find the answers I'm looking for in the FAQ, now what?

Please go to our Get Help page to contact our Helpdesk.

I'm getting a blank screen when I launch my course, what do I do now?

If you are getting a blank white screen when trying to launch the course, right click on the right screen and select the option "reload frame". You may need to do this more than once before the cache is significantly cleared enough in order to display the course.

If the problem persists, you can try clearing your browsers cache by following the instructions here: refreshyourcache.com.

Depending on the settings you have enabled or disabled on your browser, it may be a good idea to try a completely different browser, like Google Chrome, or Mozilla Firefox.

My course isn't working on my tablet or mobile device.

Please ensure you're able to view the course on your desktop first. The courses on this LMS are fully HTML5 compatible and should work on any mobile device with the latest browsers (Chrome, Firefox, Opera, Safari, Edge). If the course doesn't play in your current browser, try downloading another one.

I can't see the full course on my screen.

The course is best viewed in Full Screen mode.  Click on the icon in the upper right corner of the course to enable Full Screen mode.  You can always click ESC to go back to browser view.

If you need to keep the course in browser-view, try adjusting the zoom within your browser by clicking CTRL +/-.

I don't see any courses available under My Courses.

If you go to My Courses, but don't see anything listed, then the course has not yet been allocated to you.

If you've been provided access to this eLearning portal by your HR advisor, please contact them to have courses allocated to you.

If you self-registered, you'll need to go to the Courses menu and add the course to your cart.  If there's a cost associated with the course or program, payment may be required first.