If you're having trouble launching or interacting with a course or if the videos in the course won't load, try these troubleshooting steps: 

1. Check your internet connection. You’ll get best results with a stable connection.
2. Use an up to date version of a major browser, such as
   • Google Chrome
   • Mozilla Firefox
   • Microsoft Edge
   • Safari
   • Opera
   • Internet Explorer 10 or 11 

3. Make sure third-party cookies are enabled.
4. Change to a different web browser or try using an incognito browser.
5. Clear your cache and cookies (press CTRL+F5 on Windows or CMD+R on a Mac).
6. Ensure these sites are allowed in your network: clui.com, cloud.scorm.com, wistia.com (contact your organisation's IT team for assistance).
7. Change to a different device. Clui is designed to function on all device types (including mobile phones and tablets), however, we can't guarantee the same for course content. 
8. If the eLearning modules are not compatible with your mobile phone, toggle on the Desktop site view for Androids and click on the Request Desktop Site for iOs.

Resolving "MissingKey Pair ID" or "Content Authorization Failed" errors

The "Content Authorisation Failed" or "MissingKey Pair ID" issue is usually caused by the cookie settings in your browser. Follow the troubleshooting steps for your browser:

Google Chrome

1. Click the menu icon at the top-right of the browser window and click Settings.
2. Click Advanced or Show Advanced Settings (at the bottom of the page).
3. Under Privacy or Privacy and Security click Content Settings.
4. Click Cookies.
5. Ensure 'Block third-party cookies and site data' is not enabled.
6. Click Done or exit Settings.
7. Refresh the page and try to launch the course again.  

Internet Explorer

1. Go to Internet Options in your Internet Explorer browser.
2. On the Privacy tab, click the Advanced button.
3. Ensure Accept is selected for First-party Cookies and Third-party Cookies.
4. Select the checkbox for 'Override automatic cookie handling' or 'Always allow session cookies' (depending on your version of Internet Explorer).
5. Click OK, then click OK again to exit Internet Options.
6. Refresh the page and try to launch the course again.

Firefox

1. Click the menu icon at the top-right of the window. 
2. Click Options.
3. In the History section, select Use custom settings for history from the drop-down menu.
4. Ensure 'Accept third-party cookies' is set to 'Always'.
5. Click OK.
6. Refresh the page and try to launch the course again.

Safari

1. Access your Safari browser settings by selecting Safari > Preferences.
2. In General or Tabs (depending on your device), ensure
   - In New Tab is the selected option next to Open Links.
   - Block Pop-ups is disabled.
3. In Privacy & Security, ensure
   - Prevent Cross-Site Tracking is disabled.
   - Block all cookies is disabled.
4. In Security, ensure JavaScript is enabled.
5. Close the settings modal, return to the course page and refresh the page.

If the issue isn't resolved, close the browser completely then reopen it and try to launch the course again.

If you’re still having issues or your course still won't load, please contact MyPass Global Support at support@mypassglobal.com.

See also:

• Launch an eLearning Course

Updated 21 August 2024 01:58