Resolve issues progressing through or completing training in Go1
Use these steps if you cannot move to the next module, an item remains locked, or completed training still appears as in progress. This article is for learners completing training in the Go1 Player.
Check the completion requirements
Review the course structure for any incomplete learning items.
Complete each required video, document, interactive, quiz, or other activity in the course.
Follow any instructions shown within the learning item. Some content may require you to:
View a specified amount of the content.
Visit every section or lesson.
Submit an assessment.
Achieve a passing score.
If the player displays a Complete button, select it after finishing the activity.
Allow the completion to be recorded
After finishing an activity:
Remain on the final screen until the content confirms completion. Make sure every module has a checkmark, and the course progress shows 100%
Exit the activity using its normal navigation or close control.
Some interactive content records completion when the activity is exited. Refreshing the course after leaving the activity can also display a completion that has already been recorded.
Relaunch the training in a clean session
If the status has not updated:
Close any other tabs or windows containing the same training.
Return to the course from your Go1 learning list.
Open the training again and check its status.
If required, complete the affected item again using only one browser tab or window.
Using the same interactive in multiple active sessions can interfere with completion updates.
Check your browser, device, and connection
Go1 content works best in Chrome. Use the latest version of Chrome or another supported browser, such as Edge, Firefox, or Safari.
If you’re using a mobile device, confirm that the content has an “Optimized for mobile experience” badge.
If the player asks to open the content in a new tab or window, allow the pop-up.
If the course doesn’t launch, try another supported browser. We recommend using incognito or private browsing mode when testing.
If permitted by your organization, try a different network or temporarily disconnect from your VPN to check whether network filtering is affecting the activity. You may need approval from your IT team before doing this.
Check whether other Go1 courses work normally. This will help determine whether the issue affects a specific learning item or your overall access to Go1.
Contact your portal administrator or Go1 Support
If you are a learner, contact your learning administrator if:
Every required item appears completed but the course remains In progress.
A completed item becomes incomplete after you return.
The next module remains locked.
The content displays its own completion message, but Go1 does not record the completion.
The problem occurs repeatedly across different browsers or devices
Learners are encouraged to contact their organization’s administrator first because many issues can only be investigated or resolved at the organization level. Administrators can:
Verify the learner’s account, enrolment, assignment, permissions, and completion records.
Check whether the issue is caused by organization-specific settings, integrations, or network restrictions.
Confirm the learner’s identity and securely provide relevant portal details.
Determine whether other learners are affected.
Contact Go1 Support with the necessary evidence if further investigation is required.
This usually results in a faster resolution because Go1 Support may not have permission to make account or portal changes based solely on a learner’s request. The administrator acts as the organization’s authorized contact and can escalate the issue to Go1 when needed.
If you are an admin, lodge a ticket to Go1 Support and include the following information:
Course title and URL.
Name of the affected module or learning item.
The point where progress stopped.
Date and approximate time of the issue, including your time zone.
Screenshot or short screen recording.
Browser name and version.
Device and operating system.
Whether you used a VPN, office network, or home network.
Whether you completed the training in one session or returned across several sessions.
Whether you launched the training directly in Go1 or through another learning platform.
Do not include passwords or authentication details. Only share browser diagnostic files through an official Go1 support channel.