General Training Troubleshooting

If you are experiencing issues with your PAVE training, please first take a look at the best practices in this document and then proceed to the following troubleshooting steps. If this does not resolve the issue please open a Tutor Tech Support Zendesk ticket. 

1. If you have issues completing a training (specifically issues with the module registering that you’ve completed it) please watch and follow all steps in this video. 
2. Click the “TOC” button and replay any unchecked slides.
3. Please ensure that your browser is updated.  Once updated, restart your browser and try accessing the course again. 
4. Try other supported browsers and check if you are still experiencing the issue. The recommendation is Firefox for PAVE.
5. Try accessing the course in Incognito mode if using Google Chrome. Pressing Ctrl + Shift + n for Windows, or Press  ⌘ + Shift + n for Mac.
6. Disable or pause all browser plugins and extensions.
7. Finally, try clearing the cache and cookies in your browser.

Clearing Cache & Cookies

Cache and cookies are two different things

In Chrome

1. 1. On your computer, open Chrome.
   2. At the top right, click More .
   3. Click More tools. Clear browsing data.
   4. At the top, choose a time range. To delete everything, select All time.
   5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
   6. Click Clear data.

In Firefox

1. 1. On your computer, open Firefox.
   2. In the Menu bar at the top of the screen, click Firefox and select Preferences. 
   3. Select the Privacy & Security panel.
   4. In the Cookies and Site Data section, click Clear Data…
   5. Ensure both Cookies and Site Data as well as Cached Web Content are selected
   6. Click the Clear button and close the preferences page. Any changes you’ve made will automatically be saved.

Active Extensions

Extensions or plugins such as Adobe are known to interact in unexpected ways with PAVE. To prevent these interactions or course completion errors it is recommended to disable or pause any active extensions in your browser while completing PAVE training. If you are unsure of what extensions you may have, you can view them under the Puzzle icon in Chrome (picture below).

Updating Browser

To update your browser in Chrome please click on the Update button in the upper right corner of your browser. Select relaunch to Update Chrome.