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Getting Help / General Troubleshooting

If you are having difficulties when trying to use the modules, please find some troubleshooting tips below which may help you resolve the issue.

This eLearning is designed to work in a modern browser and on a reasonably modern device. If you haven’t already run the system checker then please exit the module and run it first. 

System Checker

You can do this by going: https://showcase.boltspark.com/frontend/checker/ and selecting the ‘System Checker’ button.

The system checker will check a number of aspects of your system, such as:

Which operating system and version you are using?

The system checker will check what version you are running and notify you if it needs updating.

As a minimum this is what we would recommend:

Windows

  • Windows 10 (Windows 7 and 8.1 also are fine)
  • Dual Core Processor (2Ghz+)
  • 4GB+ RAM
  • Chrome Browser (Microsoft Edge is also fine)

Macintosh (OSX)

  • OS X El Capitan or above
  • 2GHz dual-core Intel Core M processor (Turbo Boost up to 2.6GHz) with 4MB shared L3 cache
  • 4GB+ RAM
  • Chrome Browser (Apple Safari is also fine)

Which Browser are you using?

Your browser must be up to date and support HTML5 which is the latest version of HTML allowing you to see exactly what is intended to be seen on screen and nothing is missing. If you click on ‘details’, you will see all of the features that it supports.

The system checker will tell you what browser you are using and if it is not up to date either update via your computer/device yourself or contact support@boltlearning.com.

Updating Chrome

  1. In the top right, click the Chrome menu.
  2. Click Update Google Chrome. If you don't see this button, you're on the latest version.
  3. Click Relaunch.

Updating Edge

  1. Search for ‘Settings’ from the taskbar, and launch it.
  2. Click on Update and Security from the Settings window.
  3. From the left side menu, click on Windows Update.

Updating Internet Explorer

You can update Internet Explorer by downloading and installing it from Microsoft:

Download Internet Explorer [Microsoft]

Find your language from the list on their site (English, for example), choose the version you want to download (referring to your version of Windows), and then tap or click the Download button.

Updating Safari Using a Mac

Expand Apple icon from menu and click on software update. Click on Show Details button and Safari button should be checked for updating the browser. Click on Install to continue. You should restart your computer for finishing installation and checking new updates

Cookies

This tells us whether your system supports cookies or not (cookies are small pieces of script placed on your hard drive that remember certain information about your machine). It also tells us what type of cookies your browser supports.

Mouse/Touch

This checks that the system has a mouse or touch capability.

Speed Test

This checks that there is enough bandwidth available for the modules to load. If you find that your speed is below the suggested minimum the training will still work but it may be slow to load pages. You are looking for speeds of 1Mb or higher as a minimum. Please refer to your internet provider if you are getting speeds lower than this.

Latency Test

Latency is how long it takes data to travel between its source and destination, measured in milliseconds. If this value is too high, then there will be a delay in transferring information from the server to your device and thus the site will appear slow. If you see a warning here it could be related to your internet connection. If you are using wifi, try moving to a better position for reception.

Firewall Test

This checks that your firewall will allow the modules to be run. Some firewalls block the use of videos or certain types of files. Your URL is being blocked and you may need to add an exception in your antivirus/firewall software (see here) or speak to your IT Department to have the URL unblocked. (see here).

Clock Accuracy

The date or time could be incorrect.  

White-listing Domains to Access

You may find that you require access permissions to certain domains in order to access the platform or the learning content. You may need to contact your local System Administrator to white-list the following domains:

  • http://*.boltspark.com/*
  • https://*.boltspark.com/*
  • http://*.boltdemo.com/*
  • https://*.boltdemo.com/*
  • https://polyfill.io/v3/polyfill.min.js
  • https://bolt-static.s3.amazonaws.com/*
  • https://fonts.googleapis.com/css
  • https://bolt-live-a.s3.amazonaws.com/*
  • https://d1lmi2xunt0bg9.cloudfront.net/*
  • https://d37qvdioltnfzp.cloudfront.net/*
  • https://browser.sentry-cdn.com/*

 Contacting Support

If you are still having issues after trying all of the above, then you should submit a request.

In your support request, write as much detail as possible about your issue.  If possible, include any screen captures, error messages and any other information you feel would help the support team to narrow down the issue.

Support is monitored 9am – 5.30pm (UK Time) and one of the support team members will respond to you within 24 hours.

Have more questions? Submit a request

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