Troubleshooting

Solutions for the most common technical problems. If your issue isn't listed, contact the IT Help Desk.

First, Try These Universal Fixes

  1. Refresh the page. Ctrl+R (Windows) or Cmd+R (Mac).
  2. Hard refresh. Ctrl+Shift+R or Cmd+Shift+R clears cached files.
  3. Try another browser. Chrome, Firefox, Safari, or Edge.
  4. Try another device. Phone, tablet, or another computer.
  5. Check your connection. Switch networks if possible.
  6. Log out and back in. Especially for My issues.

Login Problems

"Invalid student ID or password"

Confirm you're using your TrustOpen student ID, not your email address. Use the "Forgot password" link on the My login page to reset it. If MFA is required and you've changed phones, you may need to re-register your device.

Page keeps redirecting to login

This usually means cookies are blocked. Enable cookies for My and the course site. If you're using a private/incognito window, switch to a regular window.

I don't see PASS100 in my courses

Confirm that you've been enrolled — check your registration confirmation. If enrollment is correct but the course is missing, contact the IT Help Desk.

Progress & Saving Issues

Progress disappeared after switching devices

Progress is stored per browser and per device. Using the same browser on the same device keeps everything in sync. If you have progress on multiple devices, use the one where you've done the most work and re-complete outstanding items.

Portfolio responses weren't saved

Make sure you clicked "Save" at the bottom of the Portfolio page. Check that cookies are enabled for this site. Avoid "incognito" mode for Portfolio work.

Quiz answers were reset

Quiz results save on pass. Partial attempts before passing aren't preserved. If a passing attempt was lost, retake the quiz — there's no penalty for retaking.

Media Problems

Video won't play

Try a different browser, disable browser extensions that block media, and confirm your connection. All videos have captions (click "CC" in the player) — you can complete the course without audio.

PDF won't open

Most browsers open PDFs natively. If yours doesn't, download the file and open it in a PDF reader (Adobe Reader, Preview, or a browser).

Assessment Issues

"Please answer every question before submitting"

Some questions are unanswered. Scroll up to find them. Unanswered questions have no selection. Once every question has an answer, the submit button will work.

Submission failed with an error

Take a screenshot, refresh the page, and try again. If the failure repeats, contact the IT Help Desk with the screenshot.

My passed assessment shows as pending

Refresh the Dashboard. Progress updates on page load. If a passed assessment still shows pending after a hard refresh, contact the IT Help Desk.

Still Stuck?

If none of the above resolves your problem, contact the IT Help Desk with:

  • Your TrustOpen student ID
  • The page URL where the issue occurred
  • A description of what you tried and what happened
  • Your browser and version
  • A screenshot (this is extremely helpful)
Contact IT Help Desk Technical Support Page
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