Course Troubleshooting Guide

Unable to Mark Lesson Complete

Error When Taking CQ Assessment

Course Won’t Advance to the Next Lesson

How to View All of Your Courses

Additional Support

Issue: Unable to Mark Lesson as Complete

Problem: After completing the eLearning module, the lesson cannot be marked as complete.

Possible Causes:

  • Browser or server caching issues.

Solutions:

  1. Clear Browser Cache: Often, browser caches can cause display issues. Clear your browser cache and try again.


  2. Hard Refresh:

    A hard refresh is a way to clear the browser’s cache for a specific page, to force it to load the most recent version of a page. Here’s how to perform a hard refresh on various browsers:

    Hard Refresh in Different Browsers
    Google Chrome
    • Windows/Linux: Press Ctrl + F5 or Ctrl + Shift + R.
    • Mac: Press Command + Shift + R.

    Mozilla Firefox
    • Windows/Linux: Press Ctrl + F5 or Ctrl + Shift + R.
    • Mac: Press Command + Shift + R.

    Safari
    • Mac: Press Option + Command + E to empty the cache, and then Command + R to reload the page.
    • Safari (iPhone/iPad): Open the Settings app, scroll down to Safari, and tap it. Scroll down and tap Advanced > Website Data. Tap Remove All Website Data.

    Microsoft Edge
    • Windows/Linux: Press Ctrl + F5 or Ctrl + Shift + R.
    • Mac: Press Command + Shift + R.
    Opera
    • Windows/Linux: Press Ctrl + F5.
    • Mac: Press Command + Alt + R.

  3. Contact Support: If the problem persists, contact our support team (info@changecatalysts.com) with screenshots of your issue for further assistance.

Issue : Error When Taking CQ Assessment

Problem: Attempting to take the CQ Assessment results in an error code on the course page.

Possible Causes:

  • Already completed assessment.
  • Assessment code missing in database

Solutions:

  1. Technical Support: If the error code continues, please note down or screenshot the error message and contact our technical support team for a detailed diagnosis.

Issue: Course Won’t Advance to the Next Lesson

Problem: After completing a lesson, the course does not progress to the next lesson.

Possible Causes:

  • Issues with lesson progression settings.

  • Technical glitches in the LMS.

Solutions:

  1. Check Progression Settings: Ensure that all progression requirements such as module completion have been completed.

  2. Clear Browser Cache: Often, browser caches can cause display issues. Clear your browser cache and try again.

  3. Report the Issue: If none of the above solutions work, please report the issue with details of the course and the last completed activity.
 

Issue: How to View all of Your Enrolled Courses

Problem: Difficulty in viewing all enrolled courses.

Possible Causes:

  • Navigation issues.
  • User interface confusion.

Solutions:

  1. Navigate to the Dashboard: All courses should be listed in your user dashboard under the “My Courses” section. 
    You can access them anytime by viewing your profile here: User Profile Page
 

Additional Support: For any persistent issues, please do not hesitate to reach out to our customer support team info@changecatalysts.com