EIP Module Troubleshooting Guide
Read first
- If you have any technical issues with the modules, please check that you are using the most updated version of your browser. We recommend using Firefox or Chrome on a desktop computer (not a mobile device).
- The three most common issues are addressed below and demonstrated in the video . Time stamps listed after the problem indicate what part of the video the issue is discussed.
Common issues
Nothing happens when I click on the module (0:47 minutes)
Try a different browser (for example, if you are using Chrome, switch to Firefox)
DeleteI don't see the Forward or back arrow in the bottom corner to go between pages (2:07 minutes)
- You may need to stretch out the window or zoom to a smaller percentage if the entire module isn't shown.
- Zoom backward on PC: Hold the "Ctrl" key and click the "-" (minus) key
- Zoom backward on MAC: Hold the "⌘" key and click the "-" (minus) key
Try clicking on the space where the arrow should be (to the left of the page counter for Back and the right of the page counter for Forward) and see if you can move between pages
DeleteAfter I complete the quiz, a blank window pops up, and I can't find my certificate (3:33 minutes)
Check your Downloads folder. Some browsers automatically download the certificate instead of displaying it on your screen.
Check to ensure the certificate isn't hiding in a separate window behind your browser window.
Try a different browser (for example, if you use Chrome, switch to Firefox).
Make sure you have enabled pop-up windows in your browser.
DeleteMore Information
If you have tried the above and are still having technical problems when you click on the modules, please place a support ticket with the following:
- Description of your issue (e.g., I am unable to access my certificate)
- Name of module and series it comes from (e.g., "Measuring Clinical Outcomes" module from the "Outcome Measures" series)
- Screenshot of the problem page
- Name and version of the browser and operating system you are using. (e.g., Chrome on Windows 10)