Sometimes when completing a Quiz (usually after you have already attempted it at least once and then retaken it), the results don’t save to the Course database, and you are not able to progress to the next Module/Lesson. This is the most common issue Delegates come up against – and the problem is almost always to do with your browser. 

It’s caused by “browser caching”. Our courses are very dynamic, particularly with Quiz real-time updating of the database on completion, and sometimes your browser stores (“caches”) a copy of the Quiz page in your browser cache. Then when you try to retake the Quiz, on completion it loads the ‘cached’ page at the end of the Quiz.

This will cause the Quiz’ to not behave as it should as our system thinks you have not completed the Quiz successfully.

The solution is to either:

• log out, clear your browser cache, and try logging back in again

• try a Private/Incognito window (which will not have any caching)

• or try a different browser e.g. Firefox (often the quickest)

This issue is not tied to any particular browser exclusively, although Chromium-based browsers (Chrome, Edge, Opera or Brave) seem to suffer from this problem more frequently.

If none of the above solutions don’t work, you can read further on the tab below – ‘Course doesn’t seem to work correctly’.

Or contact Support and we will check the Course is operating correctly – but note we cannot fix issues to do with your browser, and we do ask that you follow the above steps first before contacting us.

If you experience problems progressing through a Course, the chances are that changing to a different browser (particularly trying Firefox or Opera if you’re experiencing issues with Chrome or Edge), or doing some simple maintenance on your web browser will fix it.

• Sometimes closing the browser down completely and then re-starting it may solve the problem
• Or re-booting the PC

Note that our Lesson and Quiz pages may take longer to load than other pages. This is because unlike most website pages, these pages are not “cached” (a copy stored somewhere) – they are freshly loaded every time you visit. This is necessary to keep your progress through the Course up-to-date.

It may however still be advisable to clear the browser cache and/or cookies if you’re having problems.

Here’s a list of simple instructions on how to do that for the browsers we recommend.

NOTE: If this looks too technical for you, either seek local help or simply try another browser. We are unable to assist individuals with technical problems with their device.

Firefox

• Click the menu button and choose Options
• Select the Privacy & Security panel.
• In the Cookies and Site Data section, click Clear Data
• Remove the check mark in front of Cookies and Site Data.
• With Cached Web Content check marked, click the Clear button.
• Close the about:preferences page. Any changes you’ve made will automatically be saved

Chrome / Brave

1. On your computer, open Chrome.
2. At the top right, click the menu button (three vertical dots).
3. Click More tools, then click Clear browsing data.
4. At the top, choose a time range. To delete everything, select All time.
5. Next to “Cookies and other site data” and “Cached images and files” check the boxes.
6. Click Clear data.
7. NOTE: Try just clearing the ‘Cached images and files’ first and see if that helps

Microsoft Edge

1. Open the Settings Menu. In the top right hand corner you’ll see three dots in a horizontal line. …
2. Locate Clearing Browsing Data
3. Choosing What to Clear
4. Restart the Browser

Occasionally, particularly with Chromium-based browsers (Chrome, Edge, or Brave), the videos don’t always play. We recommend using Firefox as an alternative, or Opera.

You can access Support on any Course page, or by contacting us via email.

Our Support hours are typically 1000 – 1900 UTC, 7 days/week, (although we may be able to help you later in the evenings as well)