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Offline Trainer/Instructor Led Module Troubleshooting

There are several factors that affect the performance of offline modules, e.g. system hardware, browser, antivirus software and/or your company's IT policy.

The following performance issues may include (but are not limited to):

  • Slow loading between sections
  • Course freezing
  • A 'spinning wheel'
  • Offline module not syncing
  • Offline module appears Grey 
  • Offline module does not respond when clicking buttons 

Diagnosing the problem

To diagnose the problem, you should first run the 'system checker' built into the online system.  This will highlight whether your system is capable of running the module.

Click here to run the System checker.

Provided everything looks good, let us investigate the performance of your system:

System Hardware

Open task manager 
Right click the taskbar and select ‘task manager’.

Performance 
Within the 'Processes' tab, investigate the CPU/Memory and Disc usage. 
(You can click each of the percentages to order highest to lowest).

Open the offline module
Whilst viewing the 'Task Manager', open the offline module.  If any of the percentages on the 'Processes' tab go above 50% for an extended period of time, then either:

  • Something is taking up more resource than expected or
  • Your machine is on the lower end of the recommend specifications that are required for the offline module to run correctly. In order to free up resources, as per the Task Manager example below, close down anything you are not using.   

Space on your hard drive 

Check how much space is remaining on your hard drive. Open ‘my computer’ or ‘this PC’.  View your system drive (C:).  If you are presented with a red line, your hard disk is running out of space and could be preventing the module from loading data correctly.  To free up space, remove any unnecessary files or ask your IT department to help.

If your system met the minimum requirements from the System Checker and the performance of your PC looks good, your internet browser may be the issue.

Web browser

We recommend Internet Explorer 11 (IE), Microsoft Edge, Google Chrome or Firefox.

Note: With anything less than IE10 installed (even if you’re running the course with a different browser) the offline course will not work correctly.

Checking what version of Internet Explorer you are using:

Step 1: Open Internet Explorer.

Step 2: Click the 'cog' icon at the top right and select ‘about internet explorer’.

The version you are using will be displayed, as per the example below:

If your version of Internet Explorer is older than Internet Explorer 10, you can:


Issues you may encounter if you do not have an up to date version of Internet Explorer:

  • Offline module appears completely grey, as per the example below:


  • The module appears however, there is no response when clicking any of the buttons.

If you have upgraded your browser but continue to experience the same or a different issue, your Antivirus or Firewall may be blocking the module.

Antivirus software

Certain Antivirus software may incorrectly report the offline module as a virus. This is likely to be the issue if the module does not load or you see a white screen when loading the module.  

As a test, temporarily turn off the anti-virus software (provided your IT policy permits this).  If this works then:

Add a web exception

Adding a file exception
Add the offline module file as an exception. Adding these exceptions vary for each antivirus:

If you add an exception and find things are greyed out, your IT policy could be a problem.

Company IT policy

If your laptop is managed by an in-house IT team, blockers could be in place prohibiting the offline module from running (either with the downloaded software or by blocking the url). You will more than likely not have the permission to resolve the issue yourself and will require help from your IT department. 

If you have tried all of the above and are still experiencing issues then please submit a ticket and a member of the Bolt support team will be in touch to assist.

 

 

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