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 |
|---|---|---|
| Microsoft Edge, Google Chrome, Mozilla Firefox or Safari | ||
| HTML5 content | ||
| Viewport (Screen width) of at least 375px | ||
| Device Pixel Ratio is used to work out how content should be displayed depending on device and zoom settings. | ||
| Your device resolution is the combination of the viewport and DPR. | ||
| 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:
Admin User
hs2.itsupport@balfourbeattyvinci.com
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 |
|---|---|
HTML5
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
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 how to disable the pop-up blocker.
| Browser | Solution |
|---|---|
| If pop-ups are blocked within your browser, you will typically see a message at the bottom of the screen. Select the Options for this site button and then select Always allow. | |
| If pop-ups are blocked within your browser, you will typically see a Pop-up Blocked to the right of your address bar at the top of the screen. Click on the icon and then select Always allow pop-ups. | |
| If pop-ups are blocked within your browser, you will typically see a message across the top of the screen. Select the Options button and then select Allow pop-ups. | |
| If pop-ups are blocked within your browser, you will typically see a message at the top left of the screen. Select allow to Allow pop-ups. |