Locked Out or Cannot Move Forward In Course

1. Does the section you are in have a time requirement? If your course is timed, the timer must run down to 00:00:00 before you can click the ”Continue” button to advance. The timer appears at the top of the screen.

2. Have you completed all interactions? In some courses, you must complete all interactions before moving on. An interaction may include clicking on arrows in a content section or answering questions in the module. Once you have viewed all of the course content, you can proceed.

3. Are you trying to complete the modules out of order? In most courses, you must take the modules in order. For example, you won’t have access to Module 2 until you have completed Module 1.

4. Refresh the webpage. If the course does not automatically advance you to the next page once you've satisfied timing or other requirements, refresh the webpage and attempt to resume the course.

5. Switch to another browser. For example, try switching from Safari to Google Chrome.

6. Clear your cache. When browsing online, web browsers store, or cache, website data like images and scripts to help improve your experience. Clearing your web browser’s cache removes these stored assets, and this may help resolve display or navigation issues. To clear your cache in Google Chrome, click here. For other browsers, check their Help for instructions.
   
   After trying these steps, we recommend closing out all of your windows and tabs, and opening a Private or Incognito window for the course.

Review your course dashboard to see if there are any red banners indicating that the course is locked out. If you become locked out of the course, follow the on-screen instructions for how to proceed. Some courses have regulations that require you to re-register for the course.

To avoid missing any checkpoints, be sure to log out of the course when you are not actively participating. If an authentication request pops up, be sure to complete it before navigating away.

Course timers are required for compliance with regulatory guidelines and cannot be skipped or removed.

If you finish a section before the timer ends, we recommend using the time to review the material before continuing.

Your course expiration is available for your review every time you log in to the course materials, and during your course on the left side of the screen beneath your order ID.

If your course expires, we are unable to extend this training. The course will have to be repurchased to restart.