Issue / Symptoms
This article covers two related symptoms that look different but stem from the same general area of the course player:
- The course launches in a player window, but the Next or Continue button on a page does not respond. Clicking visible interactive elements (videos, dialogue boxes, expanding tiles, hotspots) may register correctly, but the page will not advance. The problem persists after closing and re-launching the course.
- The course displays a red "Course Launch Timeout" error immediately when you try to start it. The message reads: "The course content did not respond within the expected time. The content may be missing or contain errors."
If you are seeing the Course Launch Timeout error, jump to the If your error is "Course Launch Timeout" specifically sub-section under Resolution below. For the Next button issue, work through the main Resolution steps in order.
Resolution
For the Next / Continue button not responding symptom, try the following in order. Most stuck-page issues resolve at one of the first three steps.
- Complete every interaction on the page — some pages require you to view all videos in full, click every hotspot, open every tile, or complete every question before the Next button unlocks. Scroll the entire page, including any content below the fold, and click anything that looks interactive. Watch all embedded videos through to the end before moving on.
- Disable browser pop-up blockers and ad blockers — the course player can fail to register a completed interaction if a blocker silently dismisses a pop-up or tracking call. In your browser settings, allow pop-ups and disable ad blockers for the course site, then refresh the page.
- Switch browsers — if you are using Safari or a mobile browser, switch to Chrome or Edge on a desktop or laptop. Course content is tested against current Chrome and Edge releases first.
- Clear your browser cache for the course site — an older cached page may be interfering with the current launch. In Chrome or Edge, open Settings > Privacy and security > Clear browsing data, choose Cached images and files, set the time range to the last hour, and clear. Re-launch the course.
- Confirm the issue on a different device — if you have access to a second computer or device, try launching the course there. This helps confirm whether the issue is device-specific (often a browser plugin or network filter) versus content-specific.
If the Next button is still locked after all of the above, take a screenshot of the stuck page (full browser window, including any visible Next button area). Note the exact course name, the page or section title where you are stuck, and the date and time you tried. Then contact your training administrator or submit a support ticket with the screenshot and details attached — your training admin or the support team will work with the course content owner to confirm whether the page has a known interaction defect.
If your error is "Course Launch Timeout" specifically
A Course Launch Timeout error means the course package did not begin downloading and rendering within the system's 25-second startup window. This usually has one of two causes:
- Slow internet connection on your side. Course packages can be several megabytes; mobile data, phone hotspots, hotel Wi-Fi, or job-site Wi-Fi networks can all push past the 25-second window. Try the course on a desktop or laptop connected to a fast wired or known-strong broadband connection (home Wi-Fi, office ethernet). This single change resolves most launch-timeout errors.
- A problem with the course content on our side. If files inside the course package are missing or corrupted on the server, the same timeout fires regardless of your connection speed.
If a broadband retry produces the same Course Launch Timeout error, the issue is on the platform side. Take a screenshot of the error, note the exact course name and the connection type you tried, then contact your training administrator or submit a support ticket — the platform team will check the course files and either repair them or re-import the package.