My online training is stuck and will not advance to the next section.
There are three cases where online training will prevent you from going to the next section of a course:
Case #1:
If the online training will not let you retake an assessment that was previously failed, the failed assessment needs to be unlocked to allow you to retake it. Please open a MyOCC Help Desk ticket to have your course unlocked.
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Case #2:
Navigating some of our newer courses has changed from the older format. Here are some tips for completing these newer types of courses:
* We recommend completing the course in one session rather than pausing and returning to it later.
* Each section of the course requires completing all the activities in that section before advancing to the next section. Keep an eye out for videos to watch, as well as pictures with the “Click to flip” icon.
* At the end of your Online Training session, there is a button at the bottom labeled, "Exit Course." Make sure you click that button when you have finished the course so that it will mark itself complete and allow you to move on to the rest of your training. If you close the training without clicking the "Exit Course" button, it will not mark the course complete.
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Case #3:
You cannot access the assessment until the Online Training course is complete. However, in the older style courses, an Online Training course will not always mark itself complete after you have watched all of the videos and you close the browser tab that was opened for viewing it.
This problem with a course not marking itself complete tends to occur in these circumstances:
* The browser being used needs to be updated to a newer version, or it is not a fully-featured browser.
* A course is left open for many hours.
* Several courses are completed back-to-back and the online training has been open for more than an hour after the last course is completed.
* The network connection is slow or was interrupted.
If this problem occurs, please do the following steps:
1) If you see a red banner at the top with a button that says, "send error to support", then a network error occurred and is affecting the training. Please click the button to send the error information so that the problem can be investigated further.
2) Make sure you are using an up-to-date version of a supported browser: Chrome or Firefox. With some unsupported browser versions, you will continue to experience the problem until you update your browser or switch to a recommended one.
3) Log out of the online training and MyOCC, then log back in.
4) Open the Online Training course again. There should be checkmarks on every section that you have completed. If there are checkmarks on some sections but not every section, then you can try to access just the sections that are not marked complete so that they will also have checkmarks. Then, when you close the browser tab, the course should mark itself complete.
5) If you cannot easily get the course to mark itself complete, please open a MyOCC Help Desk ticket so that we can get you to the next part of the course.
To avoid this stuck course problem in the future:
* Make sure that you are using a recommended browser (Chrome or Firefox), and that it is updated to a current version.
* If you need to pause a course and return to it later, we recommend closing the course and logging out instead of leaving the training open.
* If you are logged into the online training for more than an hour while completing several courses, you may want to log out and back in to ensure it does not time out.