General Technical SuggestionsUpdated 7 months ago
Follow the steps below to troubleshoot technical issues:
- Use Chrome, Firefox, or Safari (Apple devices) as your browser, preferably on a laptop/desktop. Do not use Microsoft Edge or Internet Explorer.
- A home or personal internet connection is recommended to access the platform.
- Disable popup blockers, or add our site to the "Allowed" list for popups.
- Sign out of the platform, refresh/close your browser, and sign back in.
- Disable a Virtual Private Network (VPN), if active on your device. These are sometimes installed by default with anti-virus software. However, if you are an international learner you may need to actually use a VPN to access our platform.
- Clear the cache & cookies in your browser (click here for instructions)
- Try an alternate device to access the platform such as a smartphone or another computer.
- Using an Incognito window (Ctrl Shift N, for Chrome) may also help resolve certain issues.
*We recommend NOT using the Canvas Student app to access your course. Use your mobile browser instead such as Safari on Apple devices.
We recommend using Google Chrome, Firefox, or Safari (on Apple devices) on a home or personal internet connection without an active VPN.
Are you logging on via your work network?
Some medical facilities have very strict security settings and firewalls in place which may block parts of our platform. Your IT team may need to "white-list" our domain (acls.com) for you to obtain access. Furthermore, Microsoft browsers typically cause issues for most learners so we suggest not using that browser.
Are you an international learner?
Some countries tend to block parts of our platform. If you are an international learner you may need to actually use a VPN to eliminate issues. This will mask your IP Address and will allow you to set your location as somewhere in the United States. For additional information, CLICK HERE to check out an article from USA Today on the best VPN's of 2024!
Clearing the cache in your browser:
Clearing the cache in your browser will often prevent/fix some issues and is a great habit to develop to keep your browser running smoothly (even if you're not using our platform). CLICK HERE for steps in Google Chrome on this process.
After signing in, click Start, scroll down, then click the orange "Start Course" button towards the bottom of the page. Some issues that our learners report can be resolved by signing out of the platform, refreshing, and signing back in. Exiting the platform during an exam will save your answers.
If the issue persists after completing steps 1-8 above please let us know so we can further investigate to find a solution.