UT Health Learns: Learners - FAQs and Troubleshooting Guide

Why can I not access UT Health Learns?

  • This most often happens when individuals are attempting to access UT Health Learns from a link they were sent. For instructions on logging in, please select this link.
  • The other common reason people have difficulty logging into UT Health Learns is that they are not using the correct login and password. Please use your UT Health username and password. These are the credentials you use to log into your workstation or company-issued laptop. 

If the above steps do not work, please email utlearns@uthscsa.edu with the following information:

  • Your employee ID# (the last 7 digits of your badge number)
  • Your hire date
  • The last time you accessed UT Health Learns
  • Any changes to your information such as a name change, new role, reports to change

 

Why will my course not open/launch?

  • Please ensure that you are using the Google Chrome browser.
  • If you are using Google Chrome and the course does not open, please clear your cache and cookies. To do this...

Use your mouse to select the 3 dots in the upper right-hand corner and then select Settings. 

Select Privacy and security, and then select Clear browsing data. 

In the Time range drop-down menu, select All time and then place a checkmark next to Cookies and other site data and Cached images and files and then select Clear data.

If the above steps do not work, please email utlearns@uthscsa.edu with the following information:

  • Your employee ID# (the last 7 digits of your badge number)
  • Your hire date
  • The last time you accessed UT Health Learns
  • Any changes to your information such as a name change, new role, reports to change

 

My course does not record my completion or progress when I select "Save & Close."

  • ​​Please ensure that you are using the Google Chrome browser.
  • If you are using Google Chrome, please...
    • Follow the steps above to clear your cache and cookies. 
    • Log out of UT Health Learns on all browsers and then close all browsers
    • Restart your computer
    • Log back into UT Health Learns using the Google Chrome browser
    • Open the course and resume your learning
    • Remember to select Save and Close when exiting the course

If the steps above do not resolve the issue, please email  utlearns@uthscsa.edu  and we will be happy to schedule a time to connect with you on Microsoft Teams to assist you.

 

I selected a link in a course and it kicked me out of UT Health Learns.

  • This is a bit of a misperception. When you select an embedded link in a course, it opens a new browser window. Please see this article on how to navigate back to a course once you select an embedded link.

 

My course is freezing.

  •  ​​Please ensure that you are using the Google Chrome browser.
  • If you are using Google Chrome, please...
    • Follow the steps above to clear your cache and cookies
    • Lot out of UT Health Learns on all browsers
    • Restart your computer
    • Log into UT Health Learns using Google Chrome
    • Open the course and continue your learning
  • Some other tips to consider:
    • If you are using VPN, please disconnect from the VPN and try again.
    • Please close all other programs that you may be running
    • If you are accessing the module from home, please ensure others are not using streaming or online gaming programs that may impact your Internet download and upload speeds

If the steps above do not resolve the issue, please email  utlearns@uthscsa.edu  and we will be happy to schedule a time to connect with you on Microsoft Teams to assist you.

 

I received an error message stating, "Logged into two browsers."

  • ​​Please ensure that you are using the Google Chrome browser.
  • If you are using Google Chrome, please...
    • Follow the steps above to clear your cache and cookies
    • Lot out of UT Health Learns on all browsers
    • Restart your computer
    • Log into UT Health Learns using Google Chrome

If the steps above do not resolve the issue, please email  utlearns@uthscsa.edu  and we will be happy to schedule a time to connect with you on Microsoft Teams to assist you.

 

I received the "System Error: Contact Admin" error message.

  • The most common reason people receive this error message is that they are not using the correct login and password. Please use your UT Health username and password. These are the credentials you use to log into your workstation or company-issued laptop.
  • ​​Please ensure that you are using the Google Chrome browser.
  • If you are using Google Chrome, please...
    • Follow the steps above to clear your cache and cookies
    • Lot out of UT Health Learns on all browsers
    • Restart your computer
    • Log into UT Health Learns using Google Chrome

If the steps above do not resolve the issue, please email  utlearns@uthscsa.edu ​​​​​​​and we will be happy to schedule a time to connect with you on Microsoft Teams to assist you.

Details

Article ID: 92139
Created
Fri 10/7/22 10:02 AM
Modified
Fri 12/2/22 2:03 PM