Why am I having issues with my course?

This article will walk you through troubleshooting course issues on either a computer or a mobile device. Please navigate to the correct instructions based on the type of device you are using to take your courses on.

Course issues on a Computer

These are the first steps in troubleshooting why you may be having an issue with a course or the HCP Training platform.

First, let's look at the browser you are using. If you are on a computer, Google Chrome is the recommended browser for the HCP Training platform and, in our experience, has caused learners the least amount of issues. Safari, Bing, and Microsoft Edge can be used, but these browsers have also led to a high number of issues reported. Internet Explorer and Firefox are not supported at all. 

Note: No matter what browser you are using, make sure you have the most recently updated version of the browser.

Please note that our courses are interactive. There may be something that you need to click, drag and drop, or a timer that needs to run down before you can move on. 

Lastly, you should check your internet connection. If you have an unstable internet connection or spotty WiFi, this can also contribute to the problems you are experiencing. 

Course issues on a Phone or Tablet

If you are using a phone or tablet, we recommend using the HCP Training app. Mobile browsers, even Google Chrome, may still cause learners issues. Click here for a link with instructions on how to download the app. If you are experiencing issues with a course in the app, please follow these instructions to troubleshoot course issues on the app. 

We recommend you clear the database in your app when having issues. Please click here for instructions on how to clear your database. This is always the first step in troubleshooting course issues on the app. Part of these instructions has you download the course for offline use. If you do not have a strong internet connection, this could take a while; however, after the course is downloaded, it should be easy to go through the course without any errors or lag. 

If you are having trouble rotating your screen for a course, check your phone settings to allow screen rotations. 

If you are still experiencing course issues after these tips, please report the issue by going into the course and clicking on the "Report issue" tab. If you are using your cell phone or tablet on the app, you will not see this report issues button. Please email [email protected] to report a problem and get help moving on.