The fix depends on the cause. This guide explains what to do about the following issues:

1. Access-denied error
2. Hidden navigation
3. Unsupported browser
4. Blocked content
5. Unstable connection
6. Unsupported device

1. Access-denied error

If launching a course results in an “You’ve encountered an error” message, launches are not allowed.

This may happen if, for example:

• All seats are in use.
• Access has expired.
• The license is paused.

Resolution: Contact your learning administrator or OpenSesame Support (support@opensesame.com).

2. Hidden navigation

If the course opens but seems frozen, your browser may be zoomed in. This can hide Next, Continue, or Submit buttons.

Resolution: Zoom out or resize the browser window. For steps, see How do I make the course full screen?

3. Unsupported browser

Sometimes an issue in one browser may not appear in another.

OpenSesame supports:

• Google Chrome
• Microsoft Edge
• Mozilla Firefox
• Apple Safari

Resolution: Try a different supported browser. If your current supported browser has an update available, update it and try relaunching the course.

4. Blocked content

On secure networks (such as in banking, health care, or government), a firewall may block course content.

Resolution: Contact your learning administrator. They can confirm with your IT team that OpenSesame and publisher sources are allowed.

5. Unstable connection

Cellular data or shared connections can sometimes cause issues, especially with high-definition (HD) video.

Resolution: Use Wi-Fi when available.

6. Unsupported device

Older devices may not meet OpenSesame’s system requirements. This can affect course behavior.

Resolution: If you use an older device, check that it meets the requirements. If it doesn’t, try another device.

If problems persist or you have further questions, our Support team is here to help at support@opensesame.com or via live chat and phone. Reach us at (503) 808-1268, ext. 2 (U.S.) or +44 203 744 5541 (Europe).