Troubleshooting guide

 

First steps….

If you are having trouble accessing PLUS or any of the course materials, please take the following steps prior to contacting Polaris Learning:

 

  1. Read our technical requirements and ensure that your software and hardware meet the minimal requirements to access PLUS. If you are not sure if your computer meets the minimal technical requirements or how to configure your web browser, please contact your designated IT professional within your company.

  2. Try taking the following basic steps, this may help to quickly resolve your problem:

  3. If you are still having problems, please note down the following information:

    • Computer system (operating system)

    • Broadband speed

    • Location (office/offshore/home)

    • Browser and version

  4. Contact your designated IT professional within your company providing the information obtained in step 4 and describe the nature of your problem.

  5. If you are still having problems, please contact the PLUS team at: admin@polaris-learning.com

 

Solutions to common problems

 

1. Logging in

2. Site help

3. Course help

 

1. Logging in

 

I entered my username and password but I cannot login

  • Refer to your email containing your login information, check that your username is correct. If this is the first time you are logging in, then the password will still be that contained within the first email you were sent with your account information.

  • If you are copying and pasting this password ensure that you do not copy any white space characters either before or after your password.

  • If you are typing this password, remember that your password is case-sensitive so please ensure that capital letters are entered accordingly.

  • If this is not your first time logging in then you would have needed to change your password to something more memorable. If you have forgotten this password, you will need to follow the instructions on how to reset your password found within “I have lost my username and/or password”.

 

I have lost my username and/or password

  • If you know which email address you have been registered onto PLUS with then please follow these instructions on how to reset your password. If you do not know/remember the email address that you have been registered onto PLUS with then please contact: admin@polaris-learning.com

  • To reset your password please follow the steps below:

    1. On the login page click on the link “forgotten your username or password”. You will now be asked to enter either your PLUS username or the email address that was registered onto PLUS. Please enter either one of these and click the button labelled “search”.

    2. Login to your email account and check to see if any emails from PLUS have arrived in either your inbox or junk folder. The email may take up to 20 minutes to arrive. Please refresh both your inbox and junk folder if you cannot see it. The link to reset your password will expire after 30 minutes of being sent, so please ensure that you reset your password within this time or you will have to start this process again.

    3. The email sent out to you will contain your username within the line “A password reset was requested for your account 'username' at Polaris Learning Plus” and will also provide you with a link which will take you to the password reset page on PLUS.  Please enter a new password, note that this must be at least 8 characters long, contain a numeric character and contain at least one upper-case letter. Please remember this password as you will need to use it each time you login to PLUS.

    4. After you have reset your password you will automatically login to PLUS.

 

I cannot find the email containing my login details

  • The email sent from PLUS containing your account information may have been automatically allocated to your junk folder. Please check the folder marked “junk”.

  • If you know the username or email address that was registered onto PLUS please follow the instructions to reset your password found within the section “I have lost my username and/or password”. This will provide you with a new email containing your username and a link to reset your password.

  • If you do not know the email that was registered onto PLUS please contact admin@polaris-learning.com and we will provide you with your account information.

 
I want to reset my password

  • If you do not know what your password and/or username is then please follow the instructions on how to reset your password found within the section “I have lost my username and/or password”

  • If you have your account information then please login and change your password through the profile page within the “my settings” block.

 
I filled in the forgotten password form but I haven’t received an email with my new password

  • Ensure that you are logging into the email account that was registered onto PLUS.

  • Check to see if any emails from PLUS have arrived in either your inbox or the folder marked” junk”.

  • The email may take up to 20 minutes to arrive. Please refresh both your inbox and junk folder if you cannot see it.

2. Site help

 

I cannot access my course

  • If you have logged into PLUS but cannot see a link to the course which you are registered. Please contact admin@polaris-learning.com

 

The website does not appear to be displaying properly.

  • Check to see if your browser is supported within the technical requirements page.

  • Try clearing your browsers cache (instructions can be found by following the relevant browser link given in the technical requirements page).

  • Try a different web browser and/or a different computer.

  • If you are still having problems, please contact your designated IT professional for further advice.

 

The website is taking a long time to load pages

  • Check that your system meets the minimum technical requirements by referring to the technical requirements page. In particular check that your current internet connection meets the minimum speed. Try connecting at a different location and/or different computer.

  • If you are still having problems, please contact your designated IT professional for further advice.

 

Advertisements are appearing on the web pages

  • If you are experiencing advertisements within the web pages then it is likely that your computer has been infected with a virus/adware or malicious software has managed to hijack your web browser settings. Please read and follow the relevant advice for the particular web browser you are using by clicking on the relevant web browser link provided in the technical requirements. Or, for further help, please contact the designated IT professional within your company.

 

Vertical scollbar on Chrome browser has disappeared

  • If the vertical scrollbar on the right hand side of your Chrome web browser has disappeared then disabling your browser extensions may resolve this. On the top right, click More then More tools then Extensions. (or enter chrome://extensions/ in the URL address bar) Click the slider to the off position to disable the extension or on to the extension you want to remove, click Remove. You can also try disabling experimental scrollbar features by following the instructions here.

 

3. Course help

 

The videos are not playing or keep stopping intermittently

  • If you are at the workplace, please check that your company has not blocked YouTube / streaming at this location.

  • Please check that your system meets the minimum technical requirements by referring to the technical requirements page. In particular check that your current internet connection meets the minimum speed.

  • Try connecting at a different location and/or different computer.

  • If you are still having problems, please contact your designated IT professional for further advice.

 

I cannot upload my assignment

  • Please check that your system meets the minimum technical requirements by referring to the technical requirements page.

  • Within the assignment submission page, please check that you are not attempting to submit an assignment that exceeds the maximum upload size or that the number of documents you are submitting does not exceed the maximum number.

  • If you are still having problems, please contact your trainer or admin@polaris-learning.com.

 

I do not know who my trainer is

  • Please check the course forum from within your course and see if you trainer has introduced themselves. If you are still having problems, please contact admin@polaris-learning.com