Occasionally a module in a course will have an issue, making it difficult for learners to complete it. Most of the time an incomplete course is due to one of two reasons:
- The learner isn’t viewing every slide, or meeting the seat time requirement.
- The learner’s computer isn't sending any information back into the system about their viewing of the course.
This can often be determined by checking a learner’s completion data. For information, see Find Learner Completion Data.
If the reason is the former, encourage the learner to go back into the course and check the following:
- Click any links that appear in each slide
- Watch any videos that appear in their entirety--without skipping ahead, stopping or closing early
- Complete and pass all assessments (quizzes) that are within the main module
- Check other modules in the Outline Tab of the course - if they do not say 'Optional', then they must be completed as well
If it’s the latter, this is usually due to browser incompatibility, security features the learner has in place, or similar issues. We have created a template of suggested solutions (below) you can send to anyone who reports such issues. This will free you up from dealing with so many routine Support issues (hopefully!). It’s a list of tips & tricks that over the years our learners have told us are the best and quickest fixes for minor course issues. This information is also in the “Help” section on our website.
NOTE: We discourage manually passing users who are having issues because this completes the course for them--once a course is completed, it can no longer be checked for technical issues that may be occurring on their end. Go here for information on Manually Passing a Module for a learner.
Here is the template we use:
It's likely you have some settings in your browser or some network security features that are interfering with the completion information being sent back to our system.
Not all courses are created in the same way, so some will complete with your computer settings and others may not. Just as most learners will take a course an hour here on one machine and a half-hour there on another machine, most of our courses are created in a similar way. Each manufacturer creates their own courses using different software at different times. Due to the constantly changing nature of technology, the settings on any particular computer may not work with a course. This can cause an occasional "compatibility hiccup".
When this happens, here's what we recommend:
- Update your browser to the most current version for your computer. If you are using the Internet Explorer 10 or 11 browser to view your courses, we highly recommend switching to a newer browser such as Edge, Chrome, or Firefox. Internet Explorer is no longer being supported by Microsoft, so BlueVolt can offer very little support for those browsers.
- Check your version of Flash and update as indicated: http://helpx.adobe.com/flash-player/kb/find-version-flash-player.html (NOTE: Adobe has announced Flash is end of life and support will end in 2020)
- Try a different browser. We strongly discourage using Internet Explorer. Chrome, Edge, Firefox, or Safari will work better.
- Take the course with a different computer.
- Take the course from a computer on a different network (such as home or the library) to see if that makes a difference.
- *Add "go.bluevolt.com" to your Safe Sites list in your virus protection program. Here is a link to a great informational page on how to do this - Wiki How Trusted Sites
- *Enable pop-ups. Here is a link to a great informational page on how to allow pop-ups for different browsers - Wiki How Pop-Ups
*If you are not allowed to do these, ask your IT Department to do this for you.
If they continue to have difficulties after trying all of the above, please contact Support@BlueVolt.com and we can set up a web meeting to see what's happening on their computer.
If you have had success with other solutions, please share that information with BlueVolt so we can help other learners.