Troubleshooting Technical Issues
Running into technical issues while taking your course?
This guide covers the most common problems students experience and the steps you can take to resolve them quickly.
Before You Start
Before trying the troubleshooting steps below, please review these quick checks:
- Make sure you are logged into the correct account
- Ensure your browser is updated to the latest version
- Use Google Chrome or Mozilla Firefox for the best experience
- Verify that your internet connection is stable
- Clear your browser cache and cookies
- Disable browser extensions such as ad blockers or pop-up blockers temporarily
Using a Phone or Tablet?
Some course features may not work properly on mobile devices. If you are experiencing issues while using a phone or tablet, please try the following:
- Switch to a desktop computer or laptop if available
- Use Google Chrome or Firefox
- Avoid switching between apps while taking the course
- Make sure your phone software and browser are updated
- Turn your phone sideways (landscape mode) for a better viewing experience
Many technical issues can be resolved simply by switching from a mobile device to a computer or laptop.
Common Issues & Fixes
Website Cannot Be Reached
If the website is not loading or displaying an error message:
Try the Following:
- Refresh the page
- Clear your browser cache and cookies
- Restart your browser
- Try another browser
- Restart your device
- Check your internet connection
- Try accessing the website from another device or network
Cannot Get Back to Where You Left Off
If your course progress is missing or not saving:
Try the Following:
- Confirm you are signed into the correct account
- Log out and back in
- Clear your browser cache and cookies
- Try another browser such as Chrome or Firefox
- Avoid using private/incognito browsing mode
- If using a phone or tablet, try switching to a computer or laptop
“Next” Button Is Missing or Not Working
If you cannot move forward in the course:
Try the Following:
- Make sure all animations or videos on the page have fully completed
- Scroll all the way to the bottom of the page
- Refresh the browser
- Clear cache and cookies
- Try another browser
- If using a mobile device, switch to a computer or laptop
Some course sections require all content to finish before the “Next” button becomes available.
Animation or Video Playback Issues
If videos or animations are lagging, buffering, or not loading:
Try the Following:
- Check your internet connection
- Refresh the page
- Close unused browser tabs or applications
- Clear browser cache and cookies
- Try another browser
- Disable browser extensions temporarily
- Switch from a mobile device to a computer if possible
Google Chrome and Mozilla Firefox generally provide the best playback experience.
Certificate Download Issues
If you cannot download or access your certificate:
Try the Following:
- Ensure your course and final exam are fully completed
- Verify you are logged into the correct account
- Refresh the page and try again
- Clear browser cache and cookies
- Disable pop-up blockers
- Try downloading from another browser or device
Some certificates may take a few minutes to generate after course completion.
Credit Card Payment Issues
If your payment is not being accepted:
Try the Following:
- Double-check your billing address and ZIP/postal code
- Ensure the card information matches exactly
- Verify sufficient funds are available
- Contact your bank to confirm the transaction is not being blocked
- Try another payment method if available
Prepaid cards or international cards may not always be accepted.