Many of the technical issues that participants experience are related to individual computer settings, browsers, or software—not the program itself. These are not settings we can control or adjust for you, so the fastest way to resolve issues is to review the recommendations below.
Before contacting support, please try these steps:
- Use Google Chrome Browser. Chrome is the preferred browser for most websites and online platforms. Other browsers (Safari, Firefox, Edge/Explorer) may not be fully supported, which can cause pages or content to display incorrectly. Switching to Chrome often resolves problems immediately.
- Enable ‘Cookies’. Cookies store small bits of data that help the program recognize your account and interactions. If cookies are disabled, you may have trouble logging in or accessing content. Check your browser settings to confirm cookies are enabled.
- Allow ‘pop ups’ . To download certain resources—like your course manual—you must allow pop-ups in your browser. Instructions vary by device and browser, but a quick online search (e.g., “enable pop-ups in Chrome”) will provide step-by-step guidance. You can always disable pop-ups again after completing your download.
- Close our other browser windows. Running multiple Chrome (or other browser) windows at once can confuse the system. If you encounter issues, close all browser windows, quit the program completely, and then reopen it. This simple reset often solves unexpected glitches.
- Keep Software Up to Date. Outdated browsers, apps, or operating systems (e.g., Chrome, Zoom, or your computer software) can interfere with program access. Regular updates are designed to improve performance and security, so keeping everything current helps prevent problems.
- Check Your Internet Connection. Many issues (videos not loading, slow downloads, dropped Zoom calls) are due to weak or unstable Wi-Fi. If possible, connect directly with an ethernet cable, or move closer to your router. Restarting your modem/router can also help.
- Clear Cache and Browser History. Old data stored in your browser can interfere with new content loading. Clear your cache/cookies/history, then restart Chrome and log back in.
- Disable Extensions/Ad Blockers. Some browser extensions (ad blockers, privacy filters, translation tools) can prevent videos or modules from loading correctly. Try disabling them while using the course.
- Log Out and Back In. If something looks odd or “stuck,” log out of the course, close your browser, then log back in with a fresh session.
- Check Device Compatibility. While mobile devices and tablets may work for some features, they often have limitations. For the smoothest experience, use a laptop or desktop computer when possible.
👉 Tip: If you still experience problems, take a screenshot and note:What device and browser you’re using
- What device and browser you’re using
- What module or page you were on
- What you tried before the issue occurred
- What steps did you take to resolve?
Sharing these details with support will speed up troubleshooting.