Troubleshoot Connection Errors
This topic applies only to customers who use PureSafety training content. This topic provides instructions for troubleshooting errors trainees may encounter while watching PureSafety training courses. IT staff and database administrators can use this information to follow up on these errors.
Trainees may see the following error message when a
technical problem occurs that prevents the system from recording their training
progress. Technical problems that could cause this error message include but
are not limited to Internet connection failures, server application errors, and
expired sessions.
- If trainees click OK on this message, the system checks if the error has been corrected. If it does note encounter any more errors, it resumes training.
- If trainees click Cancel on this window, the
presentation stops, and trainees are prompted to exit the training. The Server
Communication Failure screen displays.
Note: To identify the issue that caused the connection failure, ask trainees to stay on the Server Communication Failure screen, without closing the browser. See the steps below for instructions on detecting the problem.Recommendations:
- If trainees report this error message, check your organization’s Internet connection. Once you have confirmed that there are no Internet connection problems, ask trainees to take their training again.
- If the error persists, follow the instructions in the Next Steps section below to detect the problem.
- If a large number of trainees continue to see this error, contact PureSafety Customer Support at 844.881.8713.
Next Steps: Ask trainees who encounter the errors displayed below to complete steps 1-4 outlined below. Then, troubleshoot the error, as instructed in steps 5-6 below.