Sometimes we receive requests for support from trainees that are not able to progress through the Online Course or Program. Often the solutions to these issues are simple and / or based on the trainees behavior. Below troubleshooting solutions could help you.
Have you completed all tasks on the program topic page?
- Is there a worksheet? All worksheets must be completed at least ONCE to progress to the next topic. If you have not successfully submitted and received a confirmation email and message, you will not be able to proceed. Please note if you use the ‘Save and Continue’ function this does not ‘submit’ your form and will be required to finalize your submission before proceeding. If you have submitted and received your confirmation email of the submission, the worksheet is NOT the issue.
- Is there a video in the Topic? If so, you must be have watched the entire video to the end. Even seconds of video left could prevent your progress. If you navigate off the page or try to proceed in the program with 5 secs left, the video will not be registered as completed and your progress will be blocked. You can use the video player tools and functions to fast forward if in doubt.
Are you Online?
You must be online for activity to be registered and for you to be able to complete topics in the learning program. Also, if your WIFI is unstable or slow, this can cause issues. Please run a speed test to assess your WIFI.
Is there a Mark Complete Button?
Throughout the online program, you will see ‘Mark Complete’ buttons. They are both at the bottom – with Next Topic and Past Topic buttons. Or there is a Mark Complete at the top next to your ‘Hello, Admin’ (e.g. your name).
Clicking these when you are done with a Topic might be required. Sometime, the module is automatically completed by your actions. But if you are unable to proceed, look for this.
If the Mark Complete is not green but is grey, that means you have not fully completed a task. See above recommendations.
Refresh your browser!
Sometimes individual computer or browser settings (e.g. your computer, wifi, network or browser) create delays in the learning management system registering completion of tasks. A refresh of the page can solve this issue. Please note do not refresh if you are working on a worksheet and have not submitted it. You will lose your work.
If you see the below message, this is because the system is not registering that you have completed earlier tasks. Please return to the earlier Topic and review the assignments or tasks.
- If there is a video, the system has not registered that you have completed that video. Please follow instructions here to complete video.
- If there is a worksheet, first check if you have received the automated email confirmation of that worksheet. Remember check your Spam or Junk folder too. If you have not received that confirmation, your submission was not received and you must submit the worksheet again.
