If you are consistently facing certification performance issues and are using a company device, we recommend starting with your IT or tech department to ensure there are no firewall issues blocking your playback or certification access.
After that, these steps will help address most issues:
- Playback: check the status page of our video hosting platform
- Certification performance: check the status page of our learning platform
- Try clearing your browser’s cache and restarting your web browser, see guidance below
- If you’re working on a PC, try a “hard refresh” for a certain web page, to clear the cache for that single page. This is typically done by holding Shift and pressing Refresh or Reload. Once complete, close your browser and open a new window before trying again
- While we support all major browsers, certain issues may be specific to one browser or another. Switching browsers may help clear up an issue or at least give you a sense for whether a certain problem is more widespread
To clear your cache:
- Chrome: Chrome — > Clear Browsing Data or History — > Show Full History — > Clear Browsing Data
- Safari: Preferences — > Privacy — > Remove All Browsing Data
- Firefox: History — > Clear Recent History
- Internet Explorer: Tools — > Internet Options — > Browsing History