Frequently Asked Questions (FAQs)

1. Update your browser to the latest version that is available. If you do not know how to do this, you can Google, for example: How to update [insert browser name here]
2. Clear your browser cache history. If you do not know how to do this, you can Google, for example, How to clear browser cache for [insert browser name here]
3. Only have one browser window open with as few tabs open as possible.
4. Verify that you have a strong, reliable internet connection (connecting via an ethernet cable is recommended).
5. When watching the video, make sure that there is a progress bar that shows the time elapsed.

Ex:

1. If you are using an Apple device (iMac, MacBook, iPad, or iPhone), use the Safari browser in Private Browser Mode (command key + shift key + n to open in Private Browser Mode is the keyboard shortcut) and verify that when you press Play that the progress bar is tracking. If you do not know how to open Safari in Private Browser Mode, you can Google: How to open private browser on [insert device type here]
2. If you have done the aforementioned steps and the progress bar is still not displaying then:
   • Log out
   • Close the browser
   • Launch a fresh new instance of the browser
   • Log in
   • Play the video – if the issue persists please refresh the page.
3. Download an alternative browser application such as Chrome or Firefox
4. Disable pop-up blockers, third party extensions and plug-ins.
5. Restore default settings.

If the progress bar is not displaying, please, Do Not continue watching the video all the way through to the end; the site is not tracking your progress and you will not be eligible to take the quiz and complete the course.