Troubleshooting Learner Errors with Courses

Use this article to resolve the following Learner-reported issues:

• Cannot open a course
• Cannot start training
• The screen is freezing, is white, or won’t load
• Learner cannot hear sound

Tip: The most compatible browser to complete courses is Chrome.

Immediate Actions

Many Learners find that performing the following actions resolves issues immediately:

• Ensure the device is connected to the internet, and refresh the browser. Learners can also attempt to switch from WiFi to mobile data, or mobile data to WiFi
• Try opening the link in another browser, or on another device
• Ensure browsers are up-to-date and compatible.
  • Compatible Browsers: Chrome (Recommended), Firefox, Safari, and Edge.
  • Incompatible Browsers: Internet Explorer and DuckDuckGo.

Detailed Solutions

Fix 1: Switch to Chrome Browser

If the Learner reports they see a white screen, or the link is not working:

1. Download Chrome (if not already installed)
2. From the assignment email, right-click the Start button
3. Select Copy Link Address
4. Open Chrome, and paste the link into the address bar
5. Press Enter on the keyboard to load the course

Fix 2: Check Browser Settings

Try this if the course loads, but shows a white screen, the Learner reports they cannot hear audio, the screen freezes, or the Next button does not appear:

1. Enable JavaScript
   • Chrome: Go to Settings > Privacy and Security > Site Settings > JavaScript
   • Toggle to Allowed
2. Enable Sound/Audio
   • In the address bar, click the Lock/Padlock icon
   • Set “Sound” to Allow
3. Clear Cache
   • Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac)
   • For time range, select All Time
   • Check Cached images and files
   • Click Clear Data

NOTE: If these issues persist on a Knowledge Check slide, ensure the Learner has selected all applicable answers.

Fix 3: Fix Connection Issues

Try this if the course is slow or freezing:

1. Switch connection type
   • If on Wi-Fi, try Mobile Data
   • If on mobile data, try Wi-Fi
2. Close background apps
   • On mobile: Close all other apps
   • On computer: Close unnecessary tabs/programs
3. Try another device
   • Switch from phone to computer
   • Avoid tablets due to browser limitations

What causes these errors?

• Incompatible browsers: Using Safari on iPad, Samsung browser, or outdated versions
• Browser restrictions: JavaScript is disabled, or sound is blocked
• Poor Connection: Low bandwidth or unstable networks
• Device issues: Too many background apps, outdated OS
• Link problems: Opening in the wrong browser from the email

How to prevent errors

• Always recommend Chrome to Learners
• Send direct links
• Clear instructions: Include instructions to copy and paste the link into Chrome
• Pre-check devices: Ensure JavaScript is enabled before starting
• Avoid mobile defaults: Don’t use email app’s built in browsers

When to Contact Support

Contact support if:

• All Learners are experiencing the same issues
• The problem persists after attempting all three fixes
• You suspect a hard bounce from an inactive email
• Learner marked notifications as spam

In your ticket, please include:

• Which browser and version the Learner is using
• Device type (computer, phone, tablet)
• Screenshot of error messages
• Steps already attempted to resolve

Similar Errors

• White screen only - usually a browser compatibility issue
• No next button - Often a knowledge check requiring multiple selections
• Can’t hear audio - Browser is blocking sound permissions
• Link not working - Email app is opening in the wrong browser

🐪 Llama Fact: Llamas have excellent vision and can see obstacles clearly—similar to how Chrome provides the clearest view of EasyLlama courses!