Problems seeing or hearing course content

Preface

• Who benefits from this article
  • Users/ Learners

Content

General
Tip 1 (Flash-based course)
Tip 2 (Not all images are loading)
Tip 3 ("Unfortunately, you do not have access to the course")
Tip 4 (No sound)

General

The course is web-based, so you need access to a device such as a computer, tablet, or smartphone with broadband. Many (but not all) of the trainings can be run on all types of devices, but the experience is better with a larger screen.

As a web browser, we recommend using Google Chrome regardless of whether you are using a Mac or a PC (Windows computer).

Tip

Tip 1 (Flash-based course)

Courses with a red box under the start button or a puzzle piece where the training should be displayed are flash-based.
Adobe stopped supporting Flash in January 2021. After that, all major web browsers removed support for Flash. Therefore, it is no longer possible to complete this type of training.
You can read more about Flash Player's end of life here.

Tip 2 (Not all images are loading)

If you start a course where not all images are fully loading or are missing, it is always good to reload the webpage and ignore the cache.

In Chrome, you do it as follows:

Ctrl+F5 or Shift+F5

In Internet Explorer / Edge, you do it as follows:

Ctrl+F5

Tip 3 ("Unfortunately, you do not have access to the course")

If you have received a link from a colleague or an email with a link to a course that you have been asked to complete and you receive the following message when you click the link, then you do not have access to the course. In this case, you need to contact your leader or administrator and ask them for access to the course.

Tip 4 (No sound)

If the training lacks sound, start by checking the sound settings on your computer.

On a PC (Windows computer), you can find the settings by right-clicking the speaker icon in the lower right corner. Select Sound and then Playback. There should be a list of all devices that can play sound. It may be that a playback device is selected where you do not have speakers connected, and you will then experience it as having no sound.
On a Mac, you can find the settings in the upper right corner. You can access the options by clicking the sound icon, which can be either a speaker or a pair of headphones. A list of playback options and the volume control will be displayed there.
If it still does not work, check if you have sound when doing other things, such as watching videos or listening to music.

If you experience the problem when taking a training and watching a video but have sound when doing other things, you may need to move the mouse cursor over the "video" to see if the sound is muted. The speaker icon on a video can appear in either the lower right or lower left corner, depending on the type of video being displayed. See the example below.

If you experience the problem in an e-learning but have sound on other things, there might be a "mute" mode for the e-learning. Unfortunately, there is no standard for where the button for the mute mode is placed in an e-learning. It is usually symbolized by a speaker or a crossed-out speaker, but the setting may also be hidden in a menu within the e-learning itself.