Thank you for your patience. There are a few reasons why a course might not be working as expected.
If you see a message that begins with “You’ve encountered an error,” like this one:
This type of error relates to access permission and cannot be resolved by learners. If you see it, please contact your learning administrator, or OpenSesame Support at email@example.com, for assistance.
If a course seems frozen or the content doesn’t load, please give the following a try:
- Confirm that the course view is zoomed out completely.
If a view is magnified, that can sometimes hide “submit” or “continue” buttons and make a course appear frozen. You can find instructions on how to zoom out here.
- Switch to a different web browser.
If you have access to a different browser on your device, such as Chrome or Firefox, try launching the course there to see if the issue persists in a different environment.
- Confirm that OpenSesame and our publishers are allowed on your network.
If your computer is on a highly secure network, it may use a firewall that blocks content from sites affiliated with OpenSesame. Please confirm with your IT department that these sites are allowed. You can find a list of them here.
- Check that your device meets our recommended system requirements, which can be found here.
If problems persist, please contact us here for support! And to instantly message our support team during business hours, you can also click on the "Need Help?" button (seen within OpenSesame courses, at top right) or click the orange Help tab (seen on OpenSesame when logged in) then select "Live Chat."
If you have further questions, our Support team is here to help via email at firstname.lastname@example.org or via live chat and phone. Feel free to reach us at (503) 808-1268, ext. 2, or at +44 203 744 5541 in Europe.
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