Troubleshooting

Learner Support: Training Course Troubleshooting Guide

There may come a time when an issue will emerge while you are completing training content. See the following helpful guides to learn more about common issues and how you can resolve them.

My Training Course Is Not Showing the Correct Status

If your training content is not showing the correct status, it could be caused by your browser.  Please try the steps below to see if this resolves your issue:

  1. Try a different browser. If this isn't possible, please move on to step 2.
  2. Go into your browser settings and clear your browser cache. Click here for instructions on how to do this.
  3. Restart your computer.
  4. Try to access training again.

My Training Says It’s Blocked by My Pop-up Blocker

Your training may not be able to display if you have a pop-up blocker turned on. Follow the steps in the How Can I Disable My Pop-up Blocker? article to turn off your pop-up blocker before trying to open the training again. Make sure you turn your pop-up blocker on again after completing the course.

Clearing Your Cache

Below are the steps you can use to clear your cache based on your browser:

Clear Your Cache in Internet Explorer

  1. Click the Setting icon in the top right corner and select Safety.
  2. Click Delete Browser History and check Temporary Internet Files and Website Files.
  3. Click Delete.
Note:If you're using Internet Explorer, the latest version of Flash must be installed and enabled. To check if you have the latest version, visit https://get.adobe.com/flashplayer.

Clear Your Cache in Edge

  1. Click the menu button by clicking the 3 dots in the top right corner.
  2. Click History and select Clear History.
  3. Check the Cached Data and Files box.
  4. Click Clear.

Clear Your Cache in Chrome

  1. Click the menu button in the top right corner and select More Tools.
  2. Select Clear Browsing Data and check Cached Images and Files.
  3. Click Clear Data.

Clear Your Cache in Safari

  1. Click on the Safari drop-down menu and select Preferences.
  2. Click on Advanced and select Show Develop menu in menu bar.
  3. Close the Preferences window.
  4. Select the Develop drop-down menu and click Empty Cache.

Clear Your Cache in Firefox

  1. In the menu bar at the top of the screen, click Firefox and then select Preferences
  2. Navigate to Privacy & Security.
  3. In the section labeled Cookies and Site Data, click Clear Data.
  4. In the window that displays, keep both boxes checked. 
  5. Click Clear.

Clear Your Cache in Chrome on Mobile

  1. From the Chrome app, tap the 3 dots in the top right corner.
  2. Tap on History.
  3. Tap on Clear browsing data.
  4. At the top, choose a time range.
  5. Check the boxes labeled Cookies and site data and Cached images and files.
  6. Tap Clear data.

Clear Your Cache in Safari on Mobile

  1. From your Settings app, navigate to Safari.
  2. Tap Clear History and Website Data. A confirmation window will display.
  3. Click Clear History and Data to confirm.

My Training Course Is Not Playing with Sound

Make sure your computer’s sound is not low or muted or that your browser tab is not muted. 

If you are still having issues, try pausing your training module, then play that section again. 

If you are still having trouble, try restarting your computer and making sure that there is nothing, such as earphones, plugged into the computer's audio port.

The KnowBe4 Learner App Is Not Responding

If your KnowBe4 Learner App has stopped responding, first check your internet connection.

If the issue persists, try clearing the KnowBe4 Learner App's data from your device. To find instructions on how to do this, visit your device manufacturer's website.

I Have a Different Issue or My Issue Is Not Listed Here

If none of the information above helped fix your current issue, please contact our support team and they will be happy to assist you.

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