Troubleshooting Guide

Trouble Shooting

If you have any problems getting the online training to work, here are some points to check –

Why can’t I login to my account?
Please ensure you are logging in under the ‘Candidate Login’ section and that you are copying and pasting your username and password directly from the welcome email into the relevant text boxes. If you are still having issues logging in then please contact your eLearning distributor.

Seeing green screen or similar instead of videos?
If you are experiencing issues with the videos such as hearing sound but getting no picture or getting a green effect on the screen then this can usually be resolved by disabling hardware acceleration in your web browser, update your graphics driver or try using a different web browser.

Disable Hardware Acceleration

To disable hardware acceleration follow the instructions below for Google Chrome:

  1. Go to More
  2. Select Settings.
  3. At the bottom of the page, click or tap Advanced.
  4. Under ‘System’, slide the toggle next to ‘Use hardware acceleration when available’ to the left to disable this function.
  5. Click “Relaunch”

If you’re using a browser other than Google Chrome, you can learn how to disable hardware acceleration in that browser’s help content.

Update Your Graphic Driver

Updating your computer’s graphics driver may correct the issue.

For PC users: visit the website of your computer manufacturer to download the latest driver.

For Mac users:

  1. Click on the Apple logo.
  2. In the Apple menu, click Software Update.
  3. Install the Mac OS update if available – it will include the graphics driver update.

Why can’t I see any course videos?
Check your internet connection is stable and that your web browser is up-to- date.

Additionally some course modules include a Flash interactive game that will require you to install Adobe Flash Player, which can be downloaded here:

Why are the course videos buffering?
It is likely that this is a problem with your network speed. The courses require a 3Mb or higher download speed to run smoothly. If multiple users are accessing courses on a single connection it can cause slowdown. If you are having buffering issues you can turn off the ‘High Quality Video’ setting at the bottom- right of the video player on the module selection page to help improve performance.

Some workplaces run network security to block video content so you may need to speak to your IT department to access the videos.

Why can’t I take the course on my mobile device?
The content has been tested and is known to work on a variety of iOS and Android devices but it is possible that the content may not work on some mobile devices. For the best experience we recommend you complete the course using a desktop or laptop computer running Windows 7+.

Is JavaScript Enabled?
If you are not seeing anything except for a black square where the video should be it is possible that you have JavaScript disabled in your web browser.

If it is turned off, you can find out how to enable it on this web page by following the link that relates to your web browser:

Browser Version
Most modern browsers will have the necessary plugins to run the course content already built in. If you are not able to see the content please make sure your web browser is up to date.

Note: We recommend the Google Chrome browser which can be downloaded for free here:

Internet speed test
The video content has been optimised to run at low speeds but it still needs a stable connection to run smoothly. The minimum download speed we recommend is around 3 mbps. The High quality videos are intended for use on higher speed connections and should work best at speeds of 5mbps or higher.

You can find out what your average speed is by using this tool:

There are other factors that can affect the performance of the video content. These can range from low spec machines, which is why we have our minimum system requirements published below, to intermittent connection issues between your location and your ISP. The speed test tool is intended to give you an idea of whether a low connection speed could be the cause of your problems but does not give the full picture.

Clear Your Web Browsers Cache
If you have a problem with a specific video but others seem to be working fine it may be that the original download of the file you are trying to view was interrupted and the incomplete file has been cached by your web browser. This issue is usually solved by clearing your web browsers cache.

To find out how to clear the cache in your particular browser. Please visit the web page and follow the link that relates to your web browser.

Can’t hear anything?
Please ensure your speakers or headphones are plugged in and turned on. If this is the case, please ensure that the computers audio is turned up to reasonable level. If you don’t have access to speakers or work in a busy office we would recommend using headphones.

If you are still having problems after working through these steps please contact us directly. 01506 858 858

System Requirements
  – Operating System: Windows 7+
  – Browser: Up to date
  – Video: Up to date video drivers
  – Memory: 1Gb+ RAM
  – Additional Software: Flash Player 10+
  – Download Speed: Broadband (3Mb+)