Use this guide if an Immersive Simulation does not work as expected while you are completing it as a learner or testing it as an administrator before publishing. The steps apply to both the Go1 Player and the administrator test experience unless otherwise noted.
Having trouble creating a simulation? If you are an administrator experiencing an issue with Personalization settings, adding a behavior, a policy upload, or calibration, see the Troubleshoot simulation creation section in Create and publish an Immersive Simulation.
Before you troubleshoot
Try these checks first:
Confirm that your internet connection is stable.
Use the latest version of your browser.
Close any duplicate tabs containing the same simulation.
Keep the page open while a response or result is processing.
Reopen the simulation from the same place you originally accessed it.
If a problem happens during the conversation and Report is available, report the problem before refreshing the page. This ends the affected session without using a learner attempt.
If the simulation does not open or start
If you are a learner:
Return to the simulation from your learning or assignment in Go1 Learn.
If the simulation was assigned through another learning management system (LMS), return to that LMS and open the assignment again.
Reopen the simulation.
If the session has expired, start again.
If you see No attempts remaining, you have used both available attempts for the simulation. Contact your organization's learning administrator if this is unexpected.
If you are an administrator testing a simulation:
Return to the final creation step.
Select the play button on the avatar.
If the simulation does not open, refresh the page, reopen the draft, and select the play button again.
If you are a learner and the simulation repeatedly appears unavailable or does not start, contact your organization’s learning administrator. If you are an administrator and the problem continues while testing, contact Go1 Support.
If your microphone is not working
Make sure your microphone is unmuted in the simulation.
Allow microphone access when prompted by your browser.
Confirm that the correct microphone is selected in your browser or device settings.
Close another application that may be using the microphone.
Try responding again.
If voice remains unavailable, switch to text and continue the conversation. Voice provides the most natural and interactive experience, but text is fully supported.
If the simulation does not recognize your response
This may happen when your voice is not picked up or when the conversation does not progress after you enter a text response.
Try your response again.
Switch from voice to text, or from text to voice.
Make sure your response relates to the workplace situation.
If neither input method works, select Report.
Choose Audio isn’t working if the problem only affects voice. Choose Something else if the simulation does not recognize either voice or text.
If you are asked to provide a valid response or remain focused on the situation, rephrase your response so that it addresses what the AI-powered avatar has said.
If the avatar stops responding
If your response appears to have been accepted but the avatar does not continue the conversation:
Wait briefly for the response to finish processing.
Confirm that your internet connection is stable.
Select Report.
Choose Avatar stopped responding.
Restart the simulation.
If the page is unresponsive and you cannot select Report, refresh the page and reopen the simulation.
Report a technical issue
If a problem occurs during the conversation:
Select the flag icon or Report.
Select Audio isn’t working, Avatar stopped responding, or Something else.
If you select Something else, describe the issue.
Select Submit.
Reporting a problem ends the affected session and returns you to the start of the simulation.
If you are a learner, the reported session does not count as one of your two attempts.
If you are an administrator testing before publication, reporting ends the test session without affecting learner data.
Start the simulation again after submitting the report. The report also provides Go1 with information that can help us investigate the problem.
If your result does not appear
Your result may take a short time to prepare after the conversation ends. Keep the page open while it is processing.
If you are a learner and an error appears or the result does not load:
Select Retry to take the simulation again.
If your result does not appear after the retry, stop and contact your organization’s learning administrator. Do not take the simulation again solely to recreate the missing result.
If you are an administrator testing the simulation, use the play button to try it again. Contact Go1 Support if a result repeatedly fails to appear during testing.
Results produced when an administrator tests a simulation are for testing only. They do not create a learner result or completion record.
If your completion does not update
This issue can occur when you can see your result, but your learning status remains in progress or incomplete.
Select Complete simulation after reviewing your result.
Keep the page open while the completion is recorded.
Allow time for the status to update, then refresh the learning page.
Reopen the assignment and check its status.
If the simulation was assigned through another LMS, allow time for the completion to sync and then check the assignment in that LMS.
If your result is available but your completion status does not update, contact your organization’s learning administrator. They can check your learning record and contact Go1 Support if further investigation is required.
Missing result or missing completion? If you cannot see an assessment outcome or feedback, the result is missing. If you can see the result but the learning item remains incomplete, the completion has not updated.
Administrator test sessions do not create learner completion records, so administrators should not expect a test to appear as completed learning.
Get help
If you are a learner, contact your organization's learning administrator or the team that assigned the simulation. Do this whether you opened the simulation in Go1 Learn or through another LMS.
Provide your learning administrator with:
The simulation name
Whether you opened it from Go1 Learn or another LMS
Your browser and device
The approximate date and time of the problem
The error message or a screenshot
Whether the problem occurred before, during, or after the conversation
The report category you selected, if you submitted a report
Your learning administrator can check your assignment and completion record, determine whether other learners are affected, and escalate the issue to Go1 Support.
If you are an administrator, open the Help messenger in Go1 Learn and select Contact support. Include the information above, along with the affected learner and Go1 portal where relevant.
Do not include passwords, authentication details, or sensitive details from the simulation conversation.