Troubleshooting

What to do when something is not working. Each entry says what you would see, what usually causes it, and how to fix it.

If nothing here matches, report it through Support & Feedback, and include what you were doing immediately before it went wrong.

Signing in

I cannot sign in

What you see: the sign-in form rejects your details, or returns you to the sign-in screen.

Usual causes and fixes:

1. The password is wrong. Use the password reset link on the sign-in screen. Password resets keep working even when other portal emails are switched off.
2. You are using your email address where the portal expects your username. Try the username from your welcome email.
3. The account was never finished. If you never set a password from the welcome email, do that first.

If reset emails do not arrive either, ask an administrator to check Email Logs. That distinguishes "the portal never sent it" from "it was sent and did not reach you".

The welcome email never arrived

What you see: you were told an account exists, but nothing came.

Do this in order:

1. Check your junk or spam folder.
2. Confirm the address the account was created with is correct. A typo sends the mail somewhere else entirely.
3. Ask an administrator to check Email Logs.

Warning: Do not ask for a second account. Two accounts split one person's training history across both, and neither one shows the true picture.

I keep getting signed out

Signing in again is the fix. If it happens constantly, report it and say roughly how long you stay signed in.

Courses and progress

A course I was told to take is not there

What you see: the course does not appear under Available Courses or on your dashboard.

Cause: courses have to be made available to you before you can see them.

Fix: ask your group leader or an administrator to check your enrollment. Administrators can confirm this on the Enrollments screen.

My progress did not save

What you see: you return to a course and it has lost your position, or a quiz result did not register.

Usual causes and fixes:

1. The browser was closed part way through a quiz. Quiz answers are not reliably kept if you leave mid way. Retake it in one sitting.
2. The connection dropped while the lesson was finishing. Reopen the lesson and complete it again.

If a course you definitely finished still shows as incomplete, do not simply retake it. Report it, because the underlying record may need correcting.

I finished a course but my compliance still looks wrong

What you see: the course shows as completed, but Compliance Status has not changed.

Usual causes:

1. Another course is also outstanding. Compliance reflects everything assigned to you, not just the one you finished.
2. The completion is recorded with a date that puts it outside the current period.

Check Upcoming Deadlines for anything else outstanding. If that is clear, report it.

Certificates

The Download button does nothing

1. Check whether your browser blocked a pop-up or a download.
2. Try a different browser.
3. If it still fails, report it and say which course it was.

A completed course has no certificate

Not every course issues one. If you believe it should, report it with the course name.

Reminders and emails

I keep getting overdue emails for training I have done

What you see: overdue notices continue after you completed the course.

Usual causes:

1. The completion did not register. Check the course under My Profile.
2. You completed a different course with a similar name.
3. The training expired again. Safety training renews on a cycle, so completing it once does not stop future notices.

If your profile shows the course as complete with a current date and the emails continue, report it. An administrator can check Email Logs to see what is being sent and why.

I get no emails at all

For students, ask an administrator to confirm notifications are switched on. The portal has a master switch that stops all automated email except password resets, so it is possible for everything to be off deliberately.

Group leader problems

A student is missing from my list

What you see: somebody you manage does not appear in Student Management.

Usual causes:

1. They are not assigned to your group. Their record would show No groups assigned.
2. They are assigned to a different group.
3. A status filter is still applied. Set Filter by Status back to All Statuses.

Group assignment changes need an administrator.

I cannot open the course list or the renewals list

This is not a fault. Both are restricted for group leaders by design. The portal says so directly on those screens. Ask an administrator if you need something from either.

I entered a historical completion with the wrong date

Correct it as soon as you notice. The completion date sets the student's next renewal date, so a wrong date can leave somebody who is actually out of date appearing compliant for a full extra cycle. If you cannot correct it yourself, ask an administrator.

Administrator problems

A screen is blank or shows an unknown section message

What you see: an empty area, or a message naming a section that did not load.

Fix: check the address is one of the documented admin addresses. If a documented screen is blank, report it, because a screen that fails to load is a fault rather than a configuration problem.

A report shows no data

What you see: No completion data available or No course data available.

Cause: nothing matched the current filters. This is an empty result, not a failure.

Fix: widen the date range or clear the filters before assuming a fault.

Emails stopped going out

Check in this order:

1. Settings, and whether Enable Email Notifications is on. The master switch stops everything except password resets.
2. Whether the individual message type is switched off.
3. Email Logs, to see whether messages are being sent and failing, or not being attempted at all.
4. The From Email Address in Settings. If it is an address your mail provider does not recognise as yours, messages are likely to be filtered as junk on arrival.

A bulk send went to the wrong people

There is no recall. Send a correcting message to the same list explaining the error. In future, use the test send first, every time.

What to include when reporting a problem

Whatever the problem, these four things make it fixable:

1. What you were trying to do.
2. What actually happened.
3. What you expected instead.
4. The screen you were on, and roughly when.

You can supply all four through Support & Feedback under Describe Your Issue.