Trouble-shooting

Here are a few of the issues people sometimes encounter, together with ideas on how to fix them. Remember, at all times, if you cannot fix your induction or mandatory update problem by following these suggestions, you must always contact your employer.

ISSUE: Problems logging in?

Passwords: Please make sure you type in the letters and numbers correctly. All letters in your password are in lowercase, so don't get mixed up with the letter 'o' and the number zero '0'. Another common mistake is to mix up the letter q (Que) with the letter g (Gee) or the number 1 with the letter L. Please carefully check your password if you have these letters. If you are still having problems, please contact your employer.

Can't Log In: Sometimes people cannot log in because their time and date has expired. Please check this on your original SMS notification, if the time and date has expired you must contact your employer.

ISSUE: Time has run out?

Time-out while completing: If you are part way through and your time deadline runs out (usually 5pm on your completion day), you must contact your employer to advise them. They will follow through and let you know what happens next.

Haven't started and time has run out: If you haven't started your induction or mandatory update prior to the time and date sent to you in your SMS, you must contact your employer and notify them. They will follow through and let you know what happens next.

ISSUE: Trouble with videos and sound?

Can't view a video: Sometimes certain web browsers won't play certain types of video files. Usually this is because a web browser does not have the plug-in associated with that type of video file. If your browser asks you to down load a plug-in during your induction or mandatory update, please ensure you do, so that you can view the video correctly. Please contact your employer if you continue to experience difficulties viewing a video.

No sound: Please ensure your speakers are plugged in and the sound is turned up on your computer. Sometimes network computers may not have sound, please contact your employer if this is the case.

ISSUE: Don't understand the content or questions?

If you are having problems understanding any information or content in your induction or mandatory update, you must contact your employer immediately for assistance.

REMEMBER: If you experience any problems with your induction or mandatory update, you must always contact your employer in the first instance.