Troubleshooting

I can’t find a course

Symptom: the course you want is not in the course list.

• Possible cause: a Learning Area, level or keyword filter is applied on the Courses page
• Possible cause: the course is not available yet

1. 1Check
   Clear the filters on the Courses page; search for the course code from the header
2. 2Resolve
   If you still can’t find it, confirm the course code with your instructor

• Browse courses

My session code isn’t accepted

Symptom: after entering the code you see "session not found", or that the session is not open or is closed.

• Possible cause: a typo (capitalization, hyphens)
• Possible cause: it is the code for a different course
• Possible cause: the session is still a draft, or already closed

1. 1Check
   Compare the code character by character with what your instructor gave you
2. 2Resolve
   If it is correct and still fails, ask your instructor or an admin to confirm the session is open

• Enter a session code

The assessment won’t start

• Possible cause: a session code or status problem (see above)
• Possible cause: the connection dropped or the page timed out

1. 1Check
   Check your connection and reload the page
2. 2Resolve
   Enter your codes again and start; a submitted attempt is never re-scored

• Take an assessment

My progress is missing

• Possible cause: browser data was cleared, a private window was used, or you changed device or browser
• Possible cause: the browser blocks site storage

1. 1Check
   Make sure you are in your usual browser and not in a private window
2. 2Resolve
   If you synced before, join sync again in My Learning with the same codes; your lesson completions are merged back

• Understand and sync progress

Problems after switching language

• The URL decides the language: no prefix is Traditional Chinese, /en/ is English
• Switching language keeps you on the same page

Resolve: if you land on the home page or a missing page after switching, use the header language switch again, or add or remove /en at the start of the address.

• Bilingual design

I’m asked to sign in, or access is denied

• The Teacher and Admin apps need sign-in and a matching role
• Opening a protected page such as the Teacher app while signed out shows a "Sign-in required" page with a "Go to sign in" button that brings you back to the page you wanted; a signed-in account without the role sees "Not authorized" with a "Back to home" button. Both pages keep the normal site header and footer
• Every other Teacher and Admin page also asks you to sign in when you are signed out. If you are signed in but your role does not cover that page (for example Results), the page opens and shows a "Teacher/Admin only" message when its data request is refused
• The Skills Passport needs sign-in

Resolve: sign in first (Google, or email and password where enabled); if you are still denied, your account lacks the role, so contact an admin. Learning, practice and assessment never need sign-in.

• Account and sign-in

File download problems

• Possible cause: the browser or a company network blocks downloads
• Possible cause: a CSV opened with the wrong encoding

Resolve: allow downloads for this site and try again; open CSVs through your spreadsheet’s import feature with UTF-8.

Certificate questions

• Certificates appear in your Skills Passport (sign-in required) once the course requirements are met; depending on the certificate they are issued automatically or after a review. The course page and the Course Catalog list each requirement
• The name on a certificate is your Certificate name from the Account page, or your display name when that is blank; it is fixed when the certificate is issued, so changing it later never alters certificates already issued
• If you finished a course earlier with only a session code and learner code, the Skills Passport page has a box to link that history to your account with the claim token you were given

Resolve: set your name on the Account page before the certificate is issued, and confirm it in the dialog shown before each certificate download. Anyone can check a certificate on the public verification page with its link or code.

• Certification and your Skills Passport
• Account and sign-in
• Look up a certificate

Course feedback problems

• Leaving course feedback needs a sign-in. Most courses ask for the session code your instructor gives you (a valid code counts as having taken the course); self-paced Industry Lab courses have no session code and need some lesson progress or a credential
• Most courses ask for the session code of that very course; if it says the session was not found for this course, confirm the code with your instructor
• You can edit or delete for 7 days after submitting; after that it is locked and you can only view it or request deletion
• If it says too many requests, wait a few minutes and try again

• Leave course feedback
• Enter a session code

If the problem continues

During a course, ask your instructor first. When reporting, include the page address, the message you saw and the time; never include passwords, personal data or other learners’ data.

• Instructor troubleshooting
• Admin troubleshooting