Tech Issues

There can be issues with using any web browser and online training is no exception. If you have any issues while taking the training online, STOP immediately and follow the steps below.

“Thinkific recommends having students to complete the Browser Troubleshooting steps. It's likely that this is browser related on the students' end and can often be resolved with a quick cache clear. Can you ask the affected student to try clearing their cache, cookies and browser history, then restart the browser.” If it still continues, these browser troubleshooting steps can also help: 1. Make sure they are running the most up-to-date version of their browser. 2. Try on a different browser (Chrome, Firefox, Edge, Safari, IE, Opera, etc.). Sometimes it can be browser-specific. 3. Try in a private window in their browser of choice (e.g. Chrome's Incognito mode, or Firefox's Private Window). This opens a fresh browser window without any extensions or settings blocking your content. 4. Try on a different device or computer (mobile phone, tablet, PC/Mac laptop/desktop, etc.). Sometimes it can be device-specific. 5. Try restarting their device.

Presentations & Videos

We need to make sure you can access the training and it is producing timestamps for compliance as designed. Videos should play automatically and should not be able to be interrupted by the student. Presentations should be allowed to play out each narration. You should be able to see the time clock and it will count down as the narration plays. Do not try to push the program forward. This will interrupt the timestamps and you may log in enough time to qualify for a certificate.



Having trouble viewing videos

Often, this issue is caused by a browser problem on the student's computer.  It is also worth noting what file type you have chosen to upload your videos in. For example, .mp4 is most widely supported across all browsers. If you are using another format, it may be that the student's specific browser does not support that file type. You can check out Can I Use to find out what file types are best supported by which browsers. We also recommend that all internet browsers be up to date. If you're not sure what browser you're using you can check out here: https://www.whatsmybrowser.org/


Here are some basic browser troubleshooting steps that are a great starting point to recommend to your students.

Clear cache and restart the browser. Also check if you’re using the newest version of the browser

Try a different browser (we like Google Chrome)

Try an Incognito / Private Window (this will rule out an issue with browser extensions).

Restart the device (it's a cliche but it works!)

If possible, try a different device!

If possible, try a different internet connection!  School and/or corporate firewalls occasionally block our video provider. 

Resetting Your Password

If your students are having any issues resetting their passwords, make sure to ask them to:

Search your Inbox and Spam folder for an email from [email protected]

Make sure that [email protected] is added to your safe sender list in your email provider

Make sure you use the Forgot Password option on the course creator Thinkific URL, resetting at Thinkific.com will not work for students

If you see Error: reset token failed, this usually happens when clicking Forgot my password many times and attempting to use an old link. It can also happen if you click on a link that is over 6 hours old. We recommend clicking Forgot my password one more time and use the most recent email only.


Sign - On Issues

Company website and in-house intranet systems can also cause sign in problems. In the last year or so, the use of "www" before a web address will block access to the site. This has happened several times and users can solve the issue by typing EmpireSafetyServices.Thinkific.com without the www. 


When You Need Assistance with This Site

Please contact me directly if you have questions or problems with any of the courses. 

Thank You!

Marino Franchini

[email protected]