ClickSafety Support: Frequently Asked Questions

Frequently Asked Questions

While the ClickSafety strives to deliver easy-to-use online course content, sometimes there are questions that you need to know. We've compiled the top questions that other customers like you have asked us and they are available 24/7 on this page.

Question  Answer
What are the contact hours for technical support?
  We are available by phone and chat from 8am to 8pm eastern time. After hours and weekend support is via email (support@clicksafety.com) during designated time periods. Please see our support page
I don't see my course.
 

Courses that have been successfully purchased or redeemed should appear at the top of your account page as soon as you log in. If no course appears, check the following:

  1. User names are created before checkout is completed so it is possible to have a log in even if a purchase failed. Check your email for a confirmation number. If you cannot find one, call support at 1 800 971 1080 and we will verify the purchase or registration.
  2. If the course was purchased for you, you may have received a ten digit voucher code. That code must be redeemed under your name in order for the course to appear in your user account. If you were not given a code, contact the person who purchased it for you. Once you have it, go to www.clicksafety.com/redeem, enter the code and go ALL THE WAY through the registration process until you see the 'congratulations' page. The registration process looks like the checkout, but you will not be asked to pay again.
  3. It is possible you inadvertently set up multiple accounts. Did you receive an email with a user name containing a number at the end? If you did, you most likely have multiple accounts (or set up a very common passcode) and have logged into the wrong one. Please check your information and log in again. If the issue persists, give support a call at 1 800 971 0180.
How do I redeem a voucher code?
  A voucher code is a ten-character code issued when a course is purchased by one person but is intended for someone else. The code appears on screen at the end of the checkout process and in the order confirmation email sent to the purchaser.

To redeem a code:
  1. Click on the code in the email to be brought right to the redemption page.
  2. Or go to www.clicksafety.com/redeem and enter the code and follow these instructions: http://www.clicksafety.com/redeem/voucher-code-redemption-instructions to go all the way through the registration process and place the order.
My course froze/kicked me out/won't advance/shows a spinning clock.
  There are a number of reasons a course may freeze or not advance:
  1. If the page does not contain any text or images beside the background, your connection to us has been lost. You will have to quit, clear your history and cache and then go back in to the course. This will restart the last section you were on but any previously completed sections will have been saved.
  2. A spinning clock indicates that your connection with is slowing down and may have been lost. The clock is a function of your browser, not of the course. You can try clearing your history and cache and continuing but you may have to quit and restart the section as well.
  3. If the course spontaneously stops and restarts, you may be using Internet Explorer 10, which has connection issues. In that case you will have to switch to a different browser such as Google Chrome or Firefox.
  4. OSHA courses only allow 7.5 hours of access per day. If your session was cut off because of that time limit, you should log out. The time will reset at midnight Eastern Time and per OSHA requirements we have no ability to extend or avoid it.
  5. If a page is displaying but will just not let you advance:
    a) Make sure that your browser is set to view at 100%. If not, you may be missing required buttons or links. Holding the CTRL key on your keyboard and tapping the zero “0” key should set it to 100%

    b) Make sure that you are clicking everything on the page that is clickable (PDFs, weblinks, safety tips,etc). If on a gray screen and presented with multiple answers, for example, click on ALL of the answers, right and wrong.
  6. If you click on a weblink or PDF, you must return to your course page in order to continue. Look at the top of your browser window and you should see a number of tabs, one of which should say ClickSafety. Click that tab to return to the course. If the course opened in a new window, minimize the current window and the course should be running in the screen behind it.
  7. Course page is coming up blank.If the page does not contain any text or images beside the background, your connection to us has been lost. You will have to quit, clear your history and cache and then go back in to the course. This will restart the last section you were on but any previously completed sections will have been saved.
  8. There may be an issue with your Flash Player. If you are using a tablet or phone you will have to download an additional app called "Puffin" from your app store and use that to access the account and course. You can find Puffin here: http://www.clicksafety.com/support/mobile-faq

    Download the appropriate version for your device and use it to get back on line.

    If you are using a desktop or laptop, first go to https://get.adobe.com/flashplayer/ to download a new flash player. You can also try using Google Chrome to access the internet, available at http://www.google.com/chrome. Chrome has Flash built in. If neither of those options work, check to see if you are working from a system that blocks Flash content. This would usually be company computer and network settings in which case you will have to contact your company’s IT department.
I can't find my certificate.
  If it is an OSHA course, you must click the 'Enter' button first to get to the OSHA course section.

If you have completed the final exam of an OSHA course, make sure you have also completed the required course evaluation. There will be a large green START button listed at the top of your account. Once the evaluation has been submitted you will see a link at the top of your page for the certificate.

If you have completed courses other than OSHA courses, you should see the completed course listed at the bottom of your account page. To the far right you will see a small icon for the certificate. Note: the icon next to 'print =' is only there to explain what the cert icon looks like.

When I click START I am sent back to the home page.   This is caused by pop up blockers.

If using a desktop or laptop, go to your tools section and disable pop up blockers. You may also need to download Adobe Flash Player. You can accomplish this by going to www.adobe.com

If you are using a tablet or phone you will have to download an additional app called "Puffin" from your app store and use that to access the account and course. You can find Puffin here: http://www.clicksafety.com/support/mobile-faq

Download the appropriate version for your device and use it to get back on line.
How do I review completed modules?   You can review completed sections as often as you want. For OSHA courses, completed modules are dropped to the bottom of the course list. Locate the completed module you want to review and click the small green arrow to the right of it.

Make sure that your browser is set to allow pop ups so that the review window can open.

Click the small green arrow in the middle of the review window to begin.

Note that reviews do not save your place as they do when working in the module initially. You can stop a review at any time but you will have to restart the whole module should you decide to review it again.

Also note that you can review exams. The exams will be newly generated, and will not show how you answered previous attempts. Also, reviewed exams will not affect your course and are no longer being graded, so you may receive a 'failing' grade on reviews. That is only because in reviews no score is being tracked. It will not prevent you from continuing.
I have exceeded the Checkpoint Attempts/What happens if I fail three times?
  OSHA allows a maximum of three attempts per topic exam. If those three are used up without passing, you are locked out. If a loss of an attempt was due to a connection failure, call ClickSafety support at 1800 971 1080 and we can rest it.

We cannot, however, reset attempts in which a failing grade was recorded. If users have 3 official fails that we can see, they are unable to continue with online training with ClickSafety and its recommended that they find a live instructor.

I have exceeded my daily limit.   OSHA courses allow 7.5 hours of access per day. If your session was cut off because of that time limit, you should log out. The time will reset at midnight eastern and per OSHA requirements we have no ability to extend or avoid it.

My time is not tracking correctly.   There are times where a connection is not calculating time correctly. If you have completed your course and feel that not all of your time was calculated, please reach out to Customer Support at 800-971-1080 x2 and ask to have your time audited. Please note that a time audit can only occur after your course has been completed to 100%
I have exceeded the OSHA time requirement.   OSHA allows six months to complete the course from the moment the START button is clicked. If the course is not completed in that time, you will not be able to continue. We can reset courses within six months of them expiring. *note: Additional charges may apply. This would be a new course that must be started from the beginning with a new six months of access available.

Once the OSHA requirement has been exceeded we have no ability to extend or continue access. We can reset the course for you at no charge after which you will have to start it over with a new six month limit.

My course started over/is repeating.   Some of our courses require that the exam be passed with a score of 100%. If the exam is not passed, you may have to restart the module.

OSHA courses do save completed modules and sections. It is extremely unlikely that an entire module or set of modules restarted. However if you click ‘quit’ before a section is completed, or if you have lost your connection, you will have to restart just the section you were working on.

Also, in OSHA courses, the first two modules- Orientation and Introduction - appear to be very similar. If you complete the First module and feel as though you have been started over, check to see if you are on the Introduction or the Orientation. If you are on the Introduction, you have moved onto the second module. The Introduction module takes at least two hours to complete so if your elapsed time is less than that, you have most likely not completed the Introduction.

How long does the course take to complete?   It depends on the course. All course base times are listed on the catalog page. You should also hear the announcer in the course tell you at the start how long each course or module is expected to take.

These times are based on the time it takes to get straight through the material and each exam once. However there are a number of factors that can add to this base time:

-Reading through supplemental materials
-Taking Notes
-Repeating sections
-Taking exams more than once
-Printing materials
-Walking away from the course for extended time without logging out -Slowed internet connections
-Slowed communication due to a buildup of temporary data

Please note that the OSHA designations 10 and 30 DO NOT refer to the time it takes to complete the course. These are the base times for the materials and the minimum time required by OSHA. Courses must be completed at 100% regardless of how long it takes to reach it. There is no penalty for going over the minimum requirement unless you also go over the OSHA six month requirements (see above) or your employer required you to complete the course within a certain window.

Where is my certificate/card?   Your certificate for your OSHA course can be located after clicking “Enter.” The following page will allow you to print out your certificate under the congratulations message. Your OSHA card will take a standard 6-8 weeks for processing. If the processing time has passed you may reach out to the Customer Support Team at 800-971-1080 x2 and check status.
What is "Bomgar" remote desk support?   If support cannot resolve your issue by phone alone, we have the ability to run a remote rescue session using a program called Bomgar. If you have agreed over the phone to allow a rep to try this option, please click this link to begin: Support.atitesting.com

 

2185 N. California Blvd, Suite 425, Walnut Creek, CA 94596
Call: 800.971.1080