If you encounter a "Media Error or Error Loading Media", please refresh your browser window.
If encountering issues navigating to the next segment or knowledge check, there are two possible problems:
1) Internet connection is unstable. Log out of training. Restart computer, clear browser history or cache, and only start programs/browser sessions (windows) that are necessary to complete the training.
2) User did not watch the entire video segment.
Users must not:
If assistance is still required, here are a few basic things you can check prior to contacting support:
If multiple users must use the same computer to complete training (best to have them use different devices such as smartphone or tablet if possible):
After checking those items, if support is required, please provide via the email link below as much of the following information as possible including screen captures of any errors or visual indicators.
Make sure to provide the email address used to Login to the LMS.
If encountering issues navigating to the next segment or knowledge check, there are two possible problems:
1) Internet connection is unstable. Log out of training. Restart computer, clear browser history or cache, and only start programs/browser sessions (windows) that are necessary to complete the training.
2) User did not watch the entire video segment.
Users must not:
- Fast-forward or advance the video in any way
- Click away from the video while it is playing to activate another browser window or application (even if it is on another monitor).
If assistance is still required, here are a few basic things you can check prior to contacting support:
- Make sure your web browser is up to date (we recommend using Chrome, Edge, or Safari)
- Computer operating system is up to date
- You may want to try accessing the system in a "private" or "incognito" window.
- To narrow the issue down, are there other devices/computers on the workplace or home network that can be tested to see if they experience the same issue?
If multiple users must use the same computer to complete training (best to have them use different devices such as smartphone or tablet if possible):
- Load a "New incognito" or "Private" browsing window for each user
- Clear browser cache and cookies from the website after each user has ended a session or completed the training
- Use a different browser (Edge, Chrome, Safari) for each user
- Use a different device such as a smartphone, or other computer
After checking those items, if support is required, please provide via the email link below as much of the following information as possible including screen captures of any errors or visual indicators.
- Connection Type
- Workplace Network (cabled connection or wifi)
- Computer Type (PC, Mac, tablet, phone)
- Operating or System Software version
- Name of Browser and version
- If a mobile device, is it a on a Mobile Data or WIFI connection)
Make sure to provide the email address used to Login to the LMS.
