Troubleshooting

The troubleshooter has been designed to show specific information about your computer which will help us ensure that you can access content without issues.

If any of the items below are showing yellow or red, click on the colour for advice on how to rectify the issue.

Recommended Your device Status
Internet Explorer 8 or higher, Google Chrome, Mozilla Firefox or Safari
HTML5 content
Flash version 10.3 or above
Screen resolution of at least 1024 x 768px
Pop-ups enabled

Support contact

The troubleshooting table can be used to self diagnose most issues. However, if your issue is still unresolved, you're unable to resolve the identified issue or you need further advice you should contact the following for support:

HEYH Support
noreply@heyhlearning.org

Browser recommendations

This site has been optimised to run in a variety of different browsers listed below. The site may work in other browsers, however, we are unable to offer any further support in these situations. The following icons are provided to download the latest versions if it is available to you.

Operating system Browser
WindowsWindows
macOSmacOS
iOSiOS
AndroidAndroid

HTML5 and Flash

HTML5 is a modern technology that allows browsers to display complex animations and graphics without the need for plug-ins. Most modern browsers (including browsers on mobiles and tablets) have good HTML5 support, so if your browser is kept up to date you shouldn't have an issue with HTML5 content. You can check if your browser is up to date by visiting: whatismybrowser.com

Flash is an older technology that is still used in some eLearning packages and just like HTML5 it allows browsers to display complex animations and graphics. Some courses will work even if you cannot install Flash (for example on some tablet computers) as they will use the HTML5 method as described above. However, if you do have the option to install flash, your experience through the courses will be slicker in older browsers. You can download the latest version of Flash, if it is available to you by visiting: get.adobe.com/flashplayer

Screen resolution

Screen resolution is the number of pixels (or dots) on the screen at once. The higher your screen resolution, the more screen space you have. The recommended screen resolution for e-learning is at least 1024 x 768px. If you have a screen resolution of less than this, you may not see the whole screen, or you may have to scroll to see the page. If your machine is set to something other than the recommended resolution you will not be prevented from accessing the e-learning content, although the display may be impaired.

Pop-ups

Pop-ups are new windows that 'pop-up' on screen when you click something; for example an internet link. Some browsers now block this from happening as they have been used in the past to display advertisements.

Some e-learning courses need to open a window to display further content. If pop-ups are blocked on your PC, content may not display correctly, and in some cases your progress may not be tracked. For each browser we have provided a guide on to how to disable the pop-up blocker.