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eLearning course not launching: troubleshooting guide

Struggling to launch your course? eLearning not working on mobile? It's an easy fix with the correct settings - read more here!

Michelle Kimbler avatar
Written by Michelle Kimbler
Updated over 6 months ago

Summary: You must enable cookies and pop-ups in your browser settings for eLearning to function properly. Mobile devices tend to have these disabled as default. This guide covers common errors and how to resolve them.


Typical errors when launching an eLearning course

Error: The course doesn't launch when clicking the link

If nothing happens when you click "Take course", you will need to enable pop-ups for your browser.

This enables us to open up the course in a new window.

Solution

The eLearning course has to launch in a separate tab - this requires "pop-ups" to be enabled.

Check our detailed guides below to enable pop-ups in your browser settings. We recommend you use Chrome on mobile devices for optimal performance.


Error: MissingKey error message

If you see the error: MissingKeyMissing Key-Pair-ID query parameter or cookie value, after clicking "Take course" the issue is that cookies aren't enabled in your settings.

Solution

We integrate with iHasco via Scorm Cloud, which hosts the training information. We use third-party cookies to track the progress and status of your course across Scorm and iHasco.

You must enable third-party cookies and/or cross-site tracking on your device.

General guidance:


How to enable pop-ups and third-party cookies

You will need to change some settings for your browser. For eLearning to work, you will need to enable:

  • Pop-ups

  • 3rd party cookies

We've created guides for the most popular browsers and devices used below.

Guides to required settings for eLearning courses on:


Further resources

Other eLearning issues

  • Course stuck "in progress" after completion: please ensure personnel exit the course after completion so that their score will register.

    If you have an eLearning course stuck in progress, please complete this ticket so that our engineers can take a look.

General considerations

  • Software updates: make sure your device and browser are using the latest software version

  • Internet connection: ensure you have a reliable, stable connection

  • Firewalls: these can interfere with tracking the eLearning progress

If you have tried all of the above, and your eLearning course still doesn't work, please contact us in the chat below.

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