Course Taking Issues - Leadership Academy

If you’re encountering audio or video issues while attempting to watch a course on our cohort learning platform, via a browser, this article explains various ways to troubleshoot these problems. Our Support team will also follow this guide when responding to inquiries regarding video playback. 

• View our minimum system requirements. 
• Non-cohort learning: Review how to troubleshoot video playback issues.

If you receive any of the following common video error codes, please follow the respective process below:

If you're experiencing video playback issues unrelated to the common error codes above, please take the following steps:

1. Clear your browser cache and browser history.

2. Try accessing the video on a Google Chrome browser (please make sure you have the most up to date version of Google Chrome).

3. Try accessing the video on another network or mobile device to determine if the issue is a specific network connection.

If you are able to access the video on another network outside your organization’s network, this indicates a firewall issue. Please contact your organization’s IT department to help resolve the problem.

If you are still experiencing difficulties with the video after following the steps above, please take the technology test found in the platform by clicking "Help and Support" in the site footer followed by the Technology Test link. Please include a screenshot of the test results when contacting Support, along with the following information:

• First and last name
• Email address associated with your account
• Organization/Company name
• Detailed description of your issue
• Course or area of the platform you are trying to access

This article outlines the steps to take when the platform does not load and may be experiencing an outage.

What is an outage?

An outage is when a technical issue exists on our platform that impacts the user experience outside of individual device/network settings. 

What do I do if I believe there is an outage?

Visit status.corpu.com to see if there is currently an outage and subscribe to receive notifications of any outages in the future. If there is an outage, we appreciate your patience while we work to fix the issue. If no outage is listed and if you are still experiencing issues, please browse our Learning Center to learn how to troubleshoot.

Additionally, you can visit the following status pages for all services that power our platform. 

• AWS - Cloud Computing Platform
• Mailgun - Email Delivery Service
• HelpScout - Learning Center
• Zoom - Live Virtual Events
• Alchemer - Embedded Surveys
• JWPlayer - Embedded Videos
• SmartSheet - Project Management

If you are still experiencing difficulties after following the steps above, please contact Support. When contacting Support, please provide the following information:

• First and last name
• Email address associated with your account
• Organization/Company name
• Detailed description of your issue
• Screenshot(s) where applicable
• Course or area of the platform you are trying to access

There are several reasons why you may not be able to find a course you believe you are enrolled in. Finding a missing course involves determining the root cause of the issue and this article attempts to assist you in finding the problem so you can find your missing course.

• Learn how to navigate to current courses.

Diagnosing the problem

There are a few reasons why a course you’re trying to access is not showing up under Courses:

1. You were not included in the cohort roster when your organization’s learning leader enrolled learners into the cohort. Contact your organization’s learning leader to ensure you are in the cohort and if you are not, the learning leader can add you.
2. You were enrolled in a course using a different email address than the one you used to sign in or there was an error in the email address listed for you in the course roster. Learn more about how to find your missing course when the issue is related to email address. 
3. You are viewing courses that have ended instead of current courses, or vice versa. When looking in Courses, select the proper filter for Current or Ended. 
4. Your course has recently ended and will now be listed under Ended Courses. Learn more about how to view courses that have ended.
5. Your course has not yet begun. It will show up in Current Courses as soon as the course begins. 

If you are still experiencing difficulties after following the steps above, please contact support. When contacting support, please provide the following information:

• First and last name
• Email address associated with your account
• Organization/Company name
• Detailed description of your issue
• Screenshot(s) where applicable
• Course or area of the platform you are trying to access

This article describes how to request to be added to or removed from both a live course and a course that has not yet begun. If you want to add or remove a course from your Courses, follow the instructions below.

Request to add a course

If you would like to take a course that is currently running or has not yet started, contact your organization’s learning leader to ask if you can be added. They will add you to the cohort and you will begin receiving the automated daily reminder notifications after the course begins. If the course is currently running, the learning leader can also send you a direct link to the course to get started immediately after they have added you.

Request to remove a course

To unenroll from a course, contact your organization’s learning leader and they will remove you from the cohort. Please note that when you are removed from a cohort, you will no longer be able to view the course content.

If you are still experiencing difficulties after following the steps above, please contact support. When contacting support, please provide the following information:

• First and last name
• Email address associated with your account
• Organization/Company name
• Detailed description of your issue
• Screenshot(s) where applicable
• Course or area of the platform you are trying to access

There are several common issues when the email address is the reason you are not seeing a course that you should be enrolled in. This article lists these common problems and outlines how to solve them.

Ensure email address is the issue

• If the course is currently running, are you receiving the automated daily notification emails? These are emails sent by our platform every day there are course activities listed. Be sure to also check your junk/spam mail folder. 
  • If you are getting the emails, try clicking the button included in each of them to go directly to the course after logging in. If that doesn’t work, contact us using the Contact link at the top of the page and provide as much detail as possible. 
• If your course has not started yet but you are receiving course-related emails to a different email address than the one associated with your account historically, follow the instructions in the next section based on the issue.

Common problems if you are not receiving course-related emails from the platform

• Account email address error: Your organization’s learning leader may have made an error (e.g. spelling error) when adding your email address to the course roster. If so, our system would have attempted sending course-related emails to the incorrect email address. 
  • Ask your learning leader to check for any errors in the roster. If they find that your email address contains an error and you do not already have an account, they should correct the email address in that account and trigger a password reset. Then, you will receive a welcome email from the platform, will be prompted to set up a password, and should see the course listed under Courses. 
  • If you already had an account using the correct email address, the learning leader will instead need to deactivate the incorrect account and remove it from the cohort, then add your correct account to the cohort.

• Account email address change: If you have recently changed your email address (e.g. due to a name change or company acquisition), the email address included in the course roster may be different from the email address you have previously used in our platform. Learn how to check your account’s email address and if you have multiple accounts.
  • If you are enrolled in a course that is running and are not sure which email address was enrolled, check all of your email accounts for course-related emails. Be sure to also check your junk/spam mail folder.
  • If the email address that was enrolled in the course is different from the one you have previously used in the platform, this could indicate that you have more than one active account. 
  • To solve this problem, ask your organization’s learning leader to remove your incorrectly added account from the cohort, change the email address on that account to something else, and deactivate that account. Then, you can change the email address in your original account to your new email address so you keep your course history. In the meantime, do not complete course activities using your incorrect account (i.e. the account not containing your course history). 
  • After these steps are completed, you should see the course listed under Courses in your preferred, original account using your new email address.

If you are still experiencing difficulties after following the steps above, please contact support. When contacting support, please provide the following information:

• First and last name
• Email address associated with your account
• Organization/Company name
• Detailed description of your issue
• Screenshot(s) where applicable
• Course or area of the platform you are trying to access

If you are unable to open a link in a course activity, follow the steps outlined in the article below to troubleshoot.

View our minimum system requirements. 

When a link does not open properly, there are a few common explanations and paths to troubleshoot the issue, including the following:

1. Try to open the link in another browser, preferably Google Chrome. If you are already using Google Chrome, make sure you have the most up to date version of Google Chrome.
2. Try to open the link with your VPN turned off. If it works with the VPN turned off, it is likely a firewall issue. You can contact your IT department for more information and can turn the VPN off when taking the course.
3. Clear your browser cache and cookies and try to open the link.

If you are still experiencing difficulties after following the steps above, please contact support. When contacting support, please provide the following information:

• First and last name
• Email address associated with your account
• Organization/Company name
• Detailed description of your issue
• Screenshot(s) where applicable
• Course or area of the platform you are trying to access

If you are unable to open a survey in a course activity, follow the steps outlined in the article below to troubleshoot.

View our minimum system requirements. 

When a survey does not load properly, there are a few common explanations and paths to troubleshoot the issue, including the following:

1. View the course activity in another browser, preferably Google Chrome, to see if the survey loads properly. If you are already using Google Chrome, make sure you have the most up to date version of Google Chrome.
2. Try to open the course activity with your VPN turned off. If the survey loads properly with the VPN turned off, it is likely a firewall issue. You can contact your IT department for more information and can turn the VPN off when taking the course.
3. Clear your browser cache and cookies and try to open the attachment.

If you are still experiencing difficulties after following the steps above, please contact support. When contacting support, please provide the following information:

• First and last name
• Email address associated with your account
• Organization/Company name
• Detailed description of your issue
• Screenshot(s) where applicable
• Course or area of the platform you are trying to access

If you are unable to open an attachment in a course activity, follow the steps outlined in the article below to troubleshoot.

• View our minimum system requirements. 

When an attachment does not open properly, there are a few common explanations and paths to troubleshoot the issue, including the following:

1. Try to open the attachment in another browser, preferably Google Chrome. If you are already using Google Chrome, make sure you have the most up to date version of Google Chrome.

2. Try to open the attachment with your VPN turned off. If it works with the VPN turned off, it is likely a firewall issue. You can contact your IT department for more information and can turn the VPN off when taking the course.

3. Clear your browser cache and cookies and try to open the attachment.

If you are still experiencing difficulties after following the steps above, please contact support. When contacting support, please provide the following information:

• First and last name
• Email address associated with your account
• Organization/Company name
• Detailed description of your issue
• Screenshot(s) where applicable
• Course or area of the platform you are trying to access