Technical Support FAQ

First, go to My Transcripts to see if your course appears there.

If nothing appears there, go back to My Courses, and see if you can resume the course to trigger completion.

If neither of these options work, please email us at learning@vecova.ca.

Please ensure there are no actions or interactivities on the screen that you may need to click on to proceed. If you are certain that the course is locked up, close the course and relaunch it. You can also try clearing your browsers cache by following the instructions here: refreshyourcache.com.

If the problem persists, please email us at learning@vecova.ca.

Please ensure that you have a good, fast connection to the internet. Using internet at peak times can cause issues where the course appears to freeze, this happens while the course is trying to buffer. You can either try again during non-peak hours or a different network that has a better internet connection.

If the problem persists, please please email us at learning@vecova.ca.

Try these steps if you're having issues with sound:

• Check the volume controls within the course player, located on the bottom left of the screen.
• Reload the page
• Clear your cache (visit refreshyourcache.com for instructions)
• Ensure you're able to hear sound on your computer from another source, such as YouTube.  If you can't hear any sound, there could be an issue with your audio drivers or sound card in your computer.

If you are getting a blank white screen when trying to launch the course, right click on the right screen and select the option "reload frame". You may need to do this more than once before the cache is significantly cleared enough in order to display the course.

If the problem persists, you can try clearing your browsers cache by following the instructions here: refreshyourcache.com.

Depending on the settings you have enabled or disabled on your browser, it may be a good idea to try a completely different browser, like Google Chrome, or Mozilla Firefox.

Please ensure you're able to view the course on your desktop first. The courses on this LMS are fully HTML5 compatible and should work on any mobile device with the latest browsers (Chrome, Firefox, Opera, Safari, Edge). If the course doesn't play in your current browser, try downloading another one.

The course is best viewed in Full Screen mode.  Click on the  icon in the upper right corner of the course to enable Full Screen mode.  You can always click ESC to go back to browser view.

If you need to keep the course in browser-view, try adjusting the zoom within your browser by clicking CTRL +/-.

If you go to My Courses, but don't see anything listed, then the course has not yet been allocated to you.

If you've been provided access to this eLearning portal by your HR advisor, please contact them to have courses allocated to you.

If you self-registered, you'll need to go to the Courses menu and add the course to your cart.  If there's a cost associated with the course or program, payment may be required first.

Please contact us at Learning@vecova.ca and we will respond as soon as we can.