Did you click on all interactive elements on the slide or section of the course?
You may have missed something in the section of the course you are stuck on. Try returning to the course and ensuring that all interactive elements have been viewed including buttons, images, videos, and audio clips

Did you step away from your computer at any point during the course?
Our courses are designed to automatically save your progress. However, if your computer is inactive for a period of time, there may be slight disruptions to your Internet connection, which can cause communication errors with our online training system. The same thing may happen if you step away while you are taking the exam in one of our online courses. As a precaution, if you need to step away from your computer during a course or exam, close the course or exam window to ensure that your progress saves correctly. You should be able to return to the same place you left off from. You may also consider taking a screenshot of your course completion page or exam results as backup in case your certificate is not readily available in the course when it should be.

Are you using a supported web browser?
The configuration of your internet browser settings may interfere with some of the features in our courses. Try a different web browser such as Google Chrome, Mozilla Firefox, Microsoft Edge, or Apple Safari. Note that Microsoft Internet Explorer is not supported. You can also try clearing your cache, accepting cookies, and re-launching your web browser.

Have more than 180 days passed since your initial enrollment in the course?
We set enrollment periods of 180 days for most of our online courses to support legislated timelines for emergency management training requirements in Alberta. This practice also ensures that if there are significant changes to any of our online courses, our users are receiving the most current version of the course. If this pertains to the Local Authority Elected Official (LAEO) course, we set the enrollment period of 90 days to support the legislated timeline for emergency mangaement training requirements for elected officials and delegates in Alberta. After your enrollment period expires, you will no longer have access to the course. You will need to send us an email explaining your situation, so that we may re-instate your access or investigate the issue further.

Did you successfully complete the course?
Your enrollment period may have lapsed, but you don't need to return to the course itself to access your training records or certificates. Instead, click on the "My training" tab near the top of the screen and click on "My Transcript" at the bottom of the drop down menu. Scroll down to the "Permanent Records" table and click on the icon in the "Certificate" column to download a PDF copy of your course completion certificate.

Did you fail both attempts at the exam for one of our online courses?
If an online course has an exam, you are given two attempts to achieve a passing grade. If you are unsuccessful and fail both attempts, you will be required to take the in-class version of the course instead.

Were you enrolled in the online course using the same email address as the one you've logged in with?
If you used a different email address when enrolling in the course, you may have a duplicate account on our system. You may wish to send us an email explaining your situation, so that we can merge your duplicate accounts or investigate the issue further.