Virtual College Virtual College
28 May 2017
Frequently Asked Questions
The following questions are frequently asked through the Help & Support system, and in most cases can be solved by one of the solutions listed below.

Q: Forgotten your login details?
Click here to retrieve them.
Q: When I start the training and click on ‘Begin Training’, the material does not load - all I can see are the controls at the bottom of the screen. What do I do now?
Log out of the training and return to the log in page. Click on Compatibility Check. If the compatibility check has identified that you don't have an up to date version of Flash player follow the instruction to download and install the latest version. If the compatibility check doesn't find a problem with your computer, try deleting your temporary internet files. How you do this depends on which web browser you are using:

Microsoft Internet Explorer
  • Go to Tools in your browser menu bar
  • Click on Delete Browser History or Internet Options
  • Click on Delete Files in Temporary Internet Files
Or, in Internet Options general tab, click Delete in Browsing History

Mozilla Firefox
  • Go to Tools in your Internet Browser menu bar
  • Click on Options and then the Privacy section
  • Click on Clear now under Private Data, then click Clear Private Data now

If the training content still does not load correctly after clearing your temporary internet files, and the compatibility check page finds no problem with your computer, please continue with your support request. If possible, please try and view the content from another computer before sending your request. This will help determine if the problem is with the specific computer you are using.
Q: The section I have completed will not let me carry on with my training; it seems to be stuck on the last page, so I am unable to proceed. What can I do?
In Virtual College courses, when you log back in to your training and load the section which will not complete, you will see that there is a ‘Jump to Page’ option which is in the bottom left hand corner. When you select ‘Jump to Page’ you will see which pages are showing as not completed (amber coloured). Please click on this page to read through the material. This will bookmark the page once you have moved to the next page or ended the session.
Q: How do I print my certificate?
If a learner printed certificate is available for the course and your employer/organisation has requested learner printing, you will be able to print your certificate once you have completed all of the activities (including the training material, passing the test and completing the evaluation if there is one). To print your certificate, simply log in to your training record in the usual way, then click on the completed learning tab. There you will see an icon of a printer (next to the blue circle with a yellow arrow inside it). Click on the icon of the printer, and you will then be able to print your certificate.
Q: Do I have to do the course in one sitting?
No, you will have access to dip in-and-out of the course as you see fit. The system will save your progress as you go along – so you can start from the last place that you stopped.
Q: Can I only use my login on one computer?
Once you have been issued a username and password, you can access your training from any computer with an internet connection and web browser. Simply follow this link to login:
Q: How do you print certificates when logged in as a department monitor or administrator?
The best way for you to print certificates is to follow the following steps:
  • From the dashboard click on Users
  • Search for the user you wish to print the certificate for, click once to highlight then click on View User
  • Click on Print Learner Certificates
  • Select the course certificate to print. If they have completed more than one course then there will be more than one certificate listed here.
  • Click Press to Print Certificate
Q. My course will not run on my iPad, why?
Many interactive courses are developed in Flash, iPads do not support Flash automatically, so you will need to download a mobile browser. Downloading a mobile browser will enable not only enable our Flash course to run, but also other Flash driven content you are attempting to run on your iPad.
There are various browsers you can download – one we have used is the free Puffin Web Browser

It’s quite simple to download, just click on the link below and follow the instructions on screen. But please note: This browser is free from 6am to 6pm – as the data centre is US based this is a restriction they put on the free version.

The full un-restricted Puffin Web Browser, costs $3.99 to download. To buy, click on the link below.

Frequently Asked Questions - Apprenticeships
Q: I have applied for an apprenticeship but have not received any further information
You will need to contact the apprenticeship provider directly. Please note it can take up to 3 weeks from completion of all active learning before the provider contacts you. Your active learning record will be empty if you have completed everything required of you.
Q: I am unable to finish the course as I have run out of test attempts
You will need to contact your Assessor directly with any queries regarding test attempts.
Q: I don’t know if I have applied for the vacancy I am interested in
If you have completed all of the courses available on your learner record the training provider will have been noted of your application and will be in contact within the next 3 weeks.

If there are any courses still on the Active learning tab then you will need to complete these and any other courses that ‘drop’ into the record until a notification pops up confirming that you have fully completed all of the learning provided and no active learning is showing.
Q: I don’t have any log in details for the system
If you are looking to apply for an apprenticeship vacancy you will need to contact the training provider with whom you have seen the vacancy advertised.
Q: I would like to apply for a number of vacancies; do I need to reapply each time?
Yes, unfortunately you will need to reapply, creating a new learner record, with new log in details for each vacancy you apply for. This means that you will also have to complete all the tests/courses each time.
Q: My log in details have expired.
You need to contact your Assessor/manager directly.
Virtual College Support

If you are having problems using the system or just need some advice please enter your details in the form below.

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