Common issues you may encounter

You may occasionally experience loading, navigation, or email delivery issues. On this page you’ll find an overview of the most common symptoms and a troubleshooting checklist with steps that typically resolve them.

  • The “Complete & Continue” button doesn’t appear - This usually happens when required content (e.g., a video or interactive step) has not fully loaded or viewed.

  • Videos and/or interactive pages and content are not visible or do not load - You may see a blank area, missing video player, or endlessly loading content.

  • Workbook steps do not load - This prevents you from viewing or completing the steps, and hides the “Complete & Continue” button, blocking your progress.

  • Sign-up or password reset emails are not received - You should have received an email to access the platform and set your password, or you tried to reset your password, but it never arrived in your inbox.

Troubleshooting Checklist

Most issues are caused by either browser limitations, security restrictions on work devices, or email filtering. Please try the following steps — they resolve nearly all cases:

For loading and navigation issues

  • Try using a personal (non-work) device

    We increasingly see that strict security settings on company devices can block certain lesson content from loading correctly. If everything works on a personal device, it is likely that corporate restrictions are causing the issue.

  • Let interactive steps load completely

    Interactive content may take several seconds before showing all elements.

  • Try another browser

    Switch to Chrome, Firefox, Safari, or Edge.

  • Check your internet connection

    A slow or unstable connection may prevent videos or interactive content from loading fully.

  • Make sure your browser is fully up to date

    see instructions for Chrome and Edge.

  • Clear your browser cache

    Cached files sometimes prevent pages from updating or loading correctly (see instructions for Chrome and Edge).

  • Check browser settings & extensions

    Make sure that cookies and local storage are enabled, JavaScript is allowed in your browser settings, and browser extensions (like ad blockers) are disabled.

  • Whitelist our most-used application domains

    (Whitelisting means that your IT department tells the company network, firewall, or security tools that certain websites are safe and should always be allowed to load.)
    Check if your IT department can whitelist our most-used application domains

For not receiving emails

  • Check your spam/junk folder

    Automated emails often end up there.

  • Make sure you are using the correct email address

    Also check if you are using the same email address that was used when registering for your programme. In case you want to change this, please contact your programme facilitator.

  • Add our domain notify.vlerick.com to your safe sender list

    (instructions for Gmail and Outlook).

Still experiencing issues?

If you’ve tried all the steps above and the issue persists, please reach out to our Service Desk at [email protected] or your programme facilitator. We’ll gladly assist you so you can stay focused on your learning journey!