ACERT

I created an account, but I can't remember my password.I've completed my course but it still says that it hasn't been completed, what do I do now?My course is frozen and I cannot proceed to the next slide.My course sometimes freezes and can take a while to get through the slide, is this normal?I can't hear any sound from the course.I can't find the answers I'm looking for in the FAQ, now what?I'm getting a blank screen when I launch my course, what do I do now?My course isn't working on my tablet or mobile device.I can't see the full course on my screen.

I created an account, but I can't remember my password.

If you forget your password, you can easily request a link to reset it.

Go to https://acert.fyi/forgot-password and enter in either your username or your email. The system will email you a password reset link. Be sure to check your junk mail folder if you don't see it in your inbox.

If you are unable to reset your password, please create a helpdesk ticket and we'll be happy to assist you.

I've completed my course but it still says that it hasn't been completed, what do I do now?

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 go to our Get Help page to submit a Helpdesk ticket.

My course is frozen and I cannot proceed to the next slide.

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 go to our Get Help page to submit a Helpdesk ticket.

My course sometimes freezes and can take a while to get through the slide, is this normal?

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 go to our Get Help page to submit a Helpdesk ticket.

I can't hear any sound from the course.

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

If you're on iOS and using Safari, try logging in with either Chrome, Firefox, or Edge Chromium as there are known issues with audio playback in iOS Safari
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.

I can't find the answers I'm looking for in the FAQ, now what?

Please go to our Get Help page to submit a Helpdesk ticket.

I'm getting a blank screen when I launch my course, what do I do now?

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.

My course isn't working on my tablet or mobile device.

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.

I can't see the full course on my screen.

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 +/-.