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If you’re having trouble with the Trainee App, check these common issues and solutions first.

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Loading & Access Issues

Check your internet connection and refresh the page. If the issue persists, try a different browser (Chrome or Edge recommended). Your browser may need WebGL enabled — see Supported Devices.
Click Try Again to restart the login process. Ensure you have a valid account with your organization. If the issue persists, contact your training administrator.
Check your internet connection and try refreshing the page. Your organization’s login service may be temporarily unavailable — try again later.
Close other browser tabs to free up memory. Check your internet speed — a stable 5 Mbps+ connection is recommended. Large trainings with many 3D models take longer to load on the first visit. Subsequent visits are faster because assets are cached locally.
Your account does not have permission to access this training. You will be redirected to the Dashboard. Contact your training administrator to request access.
The training may not be published yet, may still be processing, or may have been removed. Contact your training administrator to confirm the training status and get the correct link.
This training has not been cached locally yet. Connect to the internet and open the training once to download and cache the required assets. After that, the training may be available for offline use. See Progress & Completion for more details.

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Interaction Issues

Make sure you’re clicking the correct object for the current step. Look for the highlighted glow and direction indicator arrow. If no objects are glowing, you may be in assessment mode where visual guides are hidden.
The red vignette means you tapped the wrong object. Re-read the step instructions and look for the direction indicator arrow or ghost hand animation pointing to the correct object.
If you’re in assessment mode, animations are intentionally hidden. If you’re in guided mode, try maximizing your browser window — the animation might be off-screen. You can also use Reset Step to restart the step and trigger the animation again.
Rotate your view to look around the full scene. Use the direction indicator arrow (if visible) to locate the target. Adjust camera height with the +/− controls or Q/E keys. If still lost, use Reset View to return to the default camera position.
Use Reset View from the Reset menu (left side of screen) to snap back to the default camera position and orientation.
Try using WASD keys or scroll wheel. On touch devices, enable the Virtual Joystick in Settings. If nothing works, refresh the page.
Open Settings via your profile avatar and enable the Adjust Height toggle under Controls.
It’s off by default. Open Settings and enable the Virtual Joystick toggle under Controls.

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Audio & Video Issues

Check the volume slider in Settings. Make sure Step Instruction Audio is toggled on. Also check that your device volume isn’t muted and that your browser tab has audio permissions.
Check your internet connection. Try refreshing the page. If it still doesn’t work, contact your training administrator — the video file may be unavailable.

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Connection Issues

Check your internet connection. The app will attempt to reconnect automatically. If it doesn’t, refresh the page. Your last completed step should be saved.
Close other browser tabs and applications. Ensure a stable internet connection. Try Chrome or Edge for best 3D performance. See Supported Devices for recommended specifications.

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Still Having Issues?

If none of the above solutions work, contact your training administrator with:
  • The exact error message you see
  • Your browser name and version
  • The training URL you’re trying to access
  • A screenshot of the issue (if possible)