Check whether only the learning screen has stopped or the entire browser is unresponsive. First check for unsaved work, then try reloading the affected page and restarting the browser, in that order.
Who should follow these steps: learners using Windows or a Mac. These instructions cover learning screens opened in a browser and web apps added to a computer.
Check the extent of the problem
- Note the learning material and question where the screen stopped, and the last button you pressed. If an error appears, record its text too.
- Check whether you can use another tab or other apps. If a browser confirmation dialog is open, check its contents first.
- If the screen stops only immediately after a recording action, see The screen stops progressing when recording starts.
If only the learning page stops
- Use the browser’s reload button to reload the page once. You may need to repeat recordings or answers that have not yet been saved or reflected in the results.
- If a connection error appears, check whether another website opens. If other sites do not open either, check your connection first.
- Once the learning screen returns, open the same question and check whether it responds. If asked to log in, use your usual account.
If the entire browser is unresponsive
- Save your work in apps that still respond, then close unnecessary tabs and apps.
- Close and reopen the browser. If you cannot close it normally, follow your OS instructions to close that browser. Unsaved content may be lost.
- If the issue persists, restart the computer. If browser or OS updates are available, install them according to your device’s management policy.
If the issue occurs only in the web app
Close the web app, then open the same learning site in the browser you used to add it. If it works in the browser, tell support that the issue occurs only when launching the web app.
If the issue persists
Tell us whether you use Windows or a Mac, your OS and browser versions, the learning material and question, your last action, and whether the issue occurs on other sites. Contact us before resetting the entire browser or deleting all history and cookies.
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The screen stops progressing when recording starts