Why am I having issues with my course?

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 using a mobile device (ie. Tablet or Cell phoned) please do not use a browser. Instead use the HCP Training app. 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. 

If you are using a phone or tablet, we recommend using the application for HCP Training. Phone browsers, even Google Chrome, will 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. 

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

Course issues on the HCP Training App

If you are using your cell phone with the app, 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 have you download the course for offline use. If you do no 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 problem and get help moving on.