Who is this article for?

Users having trouble with watching lessons.

No special access or permissions are required.

This article outlines troubleshooting steps for common causes of problems with opening and completing lessons.

1. Web browser

If you are having issues watching a lesson via web browser, please go through the checklist below to rule out common issues:

• If you have been scheduled a lesson but cannot see it, please first contact your supervisor to ensure no mistake has been made.
• Ensure you meet the minimum specifications for Ideagen Learning.
  • Supported browsers: Internet Explorer 11+, and the last 2 major versions of Firefox, Chrome, Safari, and Edge.
  • Supported operating systems: Microsoft Windows 7 (or higher), OSX (Last two major releases), and most Linux Distributions
• Ensure you have third-party cookies enabled.
• Ensure net and velpic.com domains are whitelisted on your Adblocker or disabled on those domains.
• Ensure your organisation's IT support has the velpic.net and velpic.com domains whitelisted.

2. Mobile app

 If you are having issues watching a lesson via the mobile app, please go through the checklist below to rule out common issues:

• If you have been scheduled a lesson but cannot see it, please first contact your supervisor to ensure no mistake has been made.
• Ensure you meet the minimum specifications for Ideagen Learning.
  • Supported operating systems: a mobile device with iOS 8 and up, and Android 4.1.x (jellybean) api level 16+.