An assigned training won't load, freezes, or produces an error message


If an assigned training won't load, freezes once started, or produces an error message at any time, there are a few steps to try before contacting Customer Support. This article details how to troubleshoot these issues and what to do if they don't resolve. 


TABLE OF CONTENTS

Click any link below to navigate to that location within the article

Check for a browser cache issue 

Internet browsers save a snapshot of each website to help it load faster. A browser cache can store outdated or corrupted data. This can lead to conflicts with the current version of the website, preventing it from functioning correctly. Clearing the cache forces the browser to load the latest version of the site, often resolving these issues.



How to clear caches for different browsers

Follow the link below for instructions on how to clear the cache for whichever browser you are using:



Check for internet slowness 

If the internet connection is slow or disconnected it can lead to incomplete loading of content, buffering issues, or timeouts. To restore the training functionality, follow the steps below.


If using Wi-Fi at home  

  1. Restart Your Router: Unplug your router, wait 30 seconds, and plug it back in.
  2. Check Connection Speed: Use an online speed test tool (like Speedtest.net) to measure your internet speed.
  3. Move Closer to the Router: Ensure your device is within a good range of the router.
  4. Limit Other Devices: Disconnect other devices using the Wi-Fi to reduce bandwidth usage.
  5. Update Firmware: Ensure your router’s firmware is up to date.


If at work or another controlled environment 

  1. Contact IT Support: Report the issue to the IT department.
  2. Provide Details: Give them information about the problem, such as when it started and any error messages.
  3. Follow Their Instructions: IT may ask you to perform specific troubleshooting steps or check certain settings.


These steps should help you identify and address internet slowness issues.


 

Error message or previous steps did not resolve the issue

Contact customer support 

If following those instructions did not resolve the issue or if a specific error message is presented, contact Customer Support. 


Please include details of any troubleshooting steps you have already tried, screenshots, a description, or a copy of an error message, as well as any other relevant details.