Technical Support
Everything you need to fix common technical issues in PASS100.
Before You Contact Support
Try these steps first — they resolve most technical issues:
- Refresh the page (Ctrl/Cmd + R or F5).
- Clear your browser cache and cookies for this site.
- Try a different browser.
- Try a different device or network connection.
- Confirm your internet connection is stable.
- Log out of My and log back in.
Recommended Browsers
| Browser | Status |
|---|---|
| Chrome (latest) | Fully supported |
| Firefox (latest) | Fully supported |
| Safari (latest) | Fully supported |
| Edge (latest) | Fully supported |
| Internet Explorer | Not supported |
| Older mobile browsers | May work; not officially supported |
Common Issues and Fixes
I can't log in to My
Check that you're using your TrustOpen student ID (not email) and password. Use the password reset link if needed. Confirm multi-factor authentication is set up. If problems persist, contact the IT help desk.
The video won't play
Check your internet connection. Try a different browser. Captions are available for all videos — use the "CC" button in the player if you can't hear the audio.
My progress isn't saving
This can happen if your browser is set to "private" or "incognito" mode, or if cookies are blocked. Switch to a regular browser window and enable cookies for this site.
The page looks broken
Clear your browser cache and refresh. If it persists, try a different browser. Report persistent issues to the IT help desk with a screenshot.
I can't submit an assessment
Check that you've answered every question. The page will indicate unanswered questions. If the submission still fails, take a screenshot and contact technical support.
My answers disappeared
Portfolio responses save to your browser when you click "Save." If you used incognito mode or a shared device, they may not persist. Return to the same browser and device to resume.
Contact IT Help Desk
If the steps above don't resolve your problem, contact TrustOpen 's IT Help Desk:
- Online: Support Contact page
- Include in your message: your TrustOpen student ID, browser and version, a description of the problem, and a screenshot if possible.
When you contact support, always include a screenshot — it dramatically speeds up diagnosis.