Use these steps if a course will not open or play, displays a blank screen or error, logs you out, will not move to the next item, or remains In progress after you finish.
These steps apply whether you opened the course directly from your learning site or through another learning management system (LMS).
Start with these checks
Close any other tabs or windows containing the same course. Use only one active course session.
Check that your internet connection is stable. You can run a speed test to check your connection.
If your organization permits it, try another network, such as your home internet or a mobile hotspot. If you use a VPN, ask your IT team before temporarily disconnecting it.
Use the latest version of a supported browser. Chrome is recommended.
Try opening the course in a private or incognito window.
Clear your browser's cache and cookies, then reopen the course.
Allow pop-ups and redirects if the course needs to open in another tab or window.
Check whether another course opens normally. This helps determine whether the problem affects one course or your overall access.
If you use Chrome and the course still displays a blank screen:
Select the site-settings icon beside the address bar.
Select Site settings.
Set JavaScript, Images, and Pop-ups and redirects to Allow.
Reopen the course.
Check whether the course supports mobile devices
Look for the Optimized for a mobile experience badge in the course details. If the badge is not shown, use a laptop or desktop computer.
Some content providers use an application-streaming service called AppStream. On smaller iPhone and Android screens, this content may time out or show a Device not supported message.
A phone can report a much smaller usable screen width than its display resolution suggests. Mobile browser layouts, Display Zoom and larger-text settings can reduce this space further. Casting or mirroring the phone does not change the screen width reported by the phone.
Adding the AppStream site to your Home Screen may provide a cleaner, full-screen experience:
On iPhone in Safari, select Share, then Add to Home Screen.
On Android in Chrome, select Menu (⋮), then Add to Home Screen.
If the error continues, use a laptop or desktop computer.
Fix a course that will not open
Allow pop-ups and redirects for the learning site.
Clear your browser's cache and cookies.
Try a private or incognito window.
Try another supported browser.
Try another permitted internet connection.
Check whether other courses open normally.
If you are logged out immediately after starting the course, log back in and reopen it from your learning list.
If the course remains blank or does not load, ask your administrator or IT team to review Go1 domain allowlisting.
Complete every required part of the course
If the course will not move forward or record completion:
Review the course structure for incomplete learning items.
Complete every required video, document, interactive, quiz and other activity.
Follow every instruction shown inside the learning item. You may need to:
View a required amount of content.
Visit every section or lesson.
Select required buttons or interactive items.
Watch a video in full.
Submit an assessment.
Achieve the required score.
If the player shows a Complete button, select it.
Remain on the final screen until the content confirms completion.
Check that required modules have a checkmark and the course shows 100% progress.
Exit using the activity's normal close or navigation control. Some interactive content records completion only when you exit.
Refresh the course page after exiting.
If the status still has not updated:
Close every tab or window containing the course.
Log out and back in.
Return to your learning list or In Progress area.
Open the course again and check its status.
If required, complete the affected item again in one browser tab.
Resolve errors from another LMS
If your organization launches Go1 content through another LMS or HRIS, that system must provide the information required to start the course and record your progress.
Contact your system administrator if you see an error containing:
Student ID was not provided
SCORM API was not found
Unable to initialise SCORM API
Lost connectivity with your system
A missing Student ID can prevent the course from opening.
SCORM API communication errors can prevent progress and completion from being recorded.
These errors need to be investigated by your system administrator or LMS provider.
Ask for help
If you are a learner, contact your learning or system administrator when:
Every required item appears complete but the course remains In progress.
A completed item becomes incomplete when you return.
The next module remains locked.
The content reports completion but your learning platform does not.
The issue continues across different browsers or devices.
Your administrator can check:
Your account, enrollment, assignment and permissions.
Your completion record.
Organization settings and integrations.
Network restrictions.
Whether other learners are affected.
If you are an administrator and need to contact Go1 Support, include:
The course title and URL.
The affected module or learning-item name.
Where progress stopped.
The date and approximate time, including the time zone.
A screenshot or short screen recording.
The browser name and version.
The device and operating system.
Whether the learner used a VPN, office network or home network.
Whether they completed the course in one session or returned across several sessions.
Whether they launched it directly or through another learning platform.
Do not include passwords or authentication details. Share browser diagnostic files only through an official support channel. See Send diagnostic information to Go1 Support.