On this page we share and answer some of our client’s most frequently asked technical support questions when conducting online training.
1: Slow or Unstable Internet Connection
Issue: Users experience buffering, lagging videos, or disconnections
Solution:
- Try switching to a wired Ethernet or different internet connection for more stability
- Close all applications, restart device, and reboot your network
- Close unnecessary applications on your device or other devices using the internet in your network
2: Audio Problems
Issue: No sound or poor audio quality
Solution:
- Confirm that the device’s audio is not muted and volume is set correctly.
- Check if the correct audio output device (e.g., headphones, speakers) is selected
- Use a different playback device or try updating audio drivers
- Confirm slide has audio content (ex., quiz slides may not include sound)
3. Video Not Playing or Loading Issues
Issue: Videos fail to load, keeps buffering, or won’t play
Solution:
- Clear the web browser’s cache and cookies
- Ensure the internet browser is updated to the latest version and pop-up blockers are disabled
- Try a different internet browser or disable internet browser extensions that may interfere
4. Incompatibility with Certain Browsers
Issue: E-Learning content doesn’t display properly or certain functions don’t work on some internet browsers
Solution:
- Use recommended internet browsers known for compatibility with training LMS (e.g., Google Chrome, Mozilla Firefox)
- Try updated the internet browser or using incognito more to avoid conflicts with extensions
5. Login Issues (Forgotten Passwords or Inactive Accounts)
Issue: User’s can’t access their accounts due to password problems or inactive accounts
Solution:
- Click “Forgot Password” link on login screen for password reset
- Check email inbox and spam folders for course invitation email or password recovery email
- Ensure the user is entering the correct username or email address
- Visit the platform login page to reset password or confirm active login credentials: https://lms.compliancetraininggroup.com/
6. Course Content Not Loading
Issue: Modules, slides, or interactive content don’t appear
Solution:
- Verify internet connectivity and browser compatibility
- Clear cache or disable pop-up blockers that could be restricting content
- Close any background applications and restart your deivce
7. Software or App Compatibility Issues
Issue: User’s can’t access content because of incompatible software or outdated apps
Solution:
- Ensure the latest version of any required software (HTML5) or internet browsers is available
- Confirm compatible systems and minimum technical requirements
- Clear the internet browser’s cache and cookies
8. Problems with Mobile Learning
Issue: Courses or content do not display correctly on mobile devices
Solution:
- Close any background applications and restart your device
- Use recommended internet browsers known for compatibility with training LMS (e.g., Google Chrome, Mozilla Firefox)
- Consider using the platform’s app, if available, for a better experience
- Try turning the device to landscape mode or switching to a larger screen
9. System freezes or Crashes During Training Sessions
Issue: The user’s computer or internet browser crashes during online training session
Solution:
- Ensure stable internet connection and try closing background programs or applications
- Try rebooting the device before starting a new session to free up resources
- Restart your device and internet browsers
10. Difficulty Downloading Attachments
Issue: Users encounter issues with downloading resource materials
Solution:
- Confirm that files formats are compatible with available applications
- Try a different browser or ensuring sufficient storage space on the device
- Confirm company device (if applicable) has security permissions to download documents
Have More Questions?
Need more assistance? Let us know and we’ll put you in contact with a support agent who can provide you with the help you need.
Delivery Methods:
