Troubleshooting - Missing Content

It's usually private browsing or IE.

Content or course menus are not displaying properly.

This article contains tips for resolving multiple content and menu display issues.

There are no courses in the course selection dropdown list.

When using Safari browser on an iPad: 

The best and simplest solution is to use the Google Chrome browser (recommended). It may be downloaded online or from the App Store at no charge.

Try this solution: Turn off Private Browsing/Tracking settings in Safari. It may be necessary to clear the data and cookies, quit Safari, then retry.

This is also true if Private Browsing is turned on on Mac computers using Safari. Go to Settings/Safari. Turn off Tracking or Private Browsing (depending upon which iOS you have)

When using Google Chrome on iPad:

To resolve this issue, open Google Chrome, click the 3 bars located at the top, right hand side of the screen. When the sub-menu appears, look for 'Request Desktop Site' and check the box next to it. You should now see your courses or content when logged into your account.

Can't view Practice or Assessment modes from a Topic selection.

You navigate to the Q&A topic in the main table of contents for your product and tap either Practice or Assessment and nothing happens.

You may be in Private Browsing mode.

To check and change the browsing mode, do the following:

  1. Press the Home button to hide Safari.
  2. Go to the Settings app and tap it.
  3. Tap Safari.
  4. Check if Private Browsing is on or off.
  5. If it's ON, set it to OFF. Select Keep All if you are prompted to Close All Tabs.
  6. Press the Home button to hide Settings.
  7. Tap Safari to return to the Q&A. You should now be able to tap Practice or Assessment to display either one.
  8. If the above does not resolve the issue, try the Google Chrome browser.

No information appears after completing an assessment.

This issue occurs primarily when using Internet Explorer. Logging in with Google
Chrome or Firefox will resolve the issue.

Upon completion of an assessment, a prescriptive report is provided. Buttons
allowing review of questions should appear followed by the questions, answers
and explanations. For missed questions, your selected answer should also appear.

If you see this, log out and log back in with Google Chrome or Firefox:

When using Google Chrome or Firefox, the prescriptive report appears as seen
below upon completion of an assessment:
troubleshooting-prescription

Need additional support?

If you are still having problems, you can request support from a live support representative.

Request Support

If your request is received when our offices are closed, a response will be provided the next available business day we are open.

We can also be contacted by phone at 800-676-0822, Option 2, during regular business hours (8 AM - 5 PM Central Time, Monday - Friday excepting holidays.)

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