Troubleshooting Tips

  • Updated

In this article, you will find support on troubleshooting for:

Android Phone or Tablet

Attensi simulations can be played on Android phones and tablets, including Samsung, Huawei, Sony, Motorola, etc. The training simulations for Android are usually distributed as apps, either through Google Play or similar Company App Stores. 

 

iPhone or iPad (iOS)

Attensi simulations can be played on iPhone and iPad (iOS). The training simulations for iOS are usually distributed as apps, either through the App Store or similar Company App Stores.  

 

If you are having issues playing the game on an Android or iOS device, the first things you can try are: 

  • Closing the application and starting it again. 
  • Restarting your device. 
  1. Reinstalling the application (e.g. the Attensi SKILLS app). 

  2. If that does not work, please make sure to check that your device meets our recommended minimal technical specifications. If it doesn't, we cannot guarantee it will run well or at all. You can do an online search for your device name and model to see its specs if you are unsure.  

 

Otherwise, you should check: 

  • Internet connection is stable, fast and online. To check your internet connection, you can search online for a "speed test" to get an idea of what your internet speed is; it should be faster than 20 mb/s. 
  • Check that your device has more than 500MB of storage. 
  • Check that your device has more than 2GB of memory. You can do an online search for your device name and model to see its specs if you're unsure.  
  • Restart your tablet. If you are using a tablet such as an iPad, try disconnecting any peripherals such as the keyboard, restart the device and then log in again. 
  • Check your VPN. Connect or disconnect from your VPN before logging in again. 

If you are still having issues, contact your training manager for additional help. 

 

 

Trouble Playing on WebGL

Most issues within webpages, such as WebGL errors (errors playing in browser), can be resolved by clearing your browser data. It is different for different browsers, but here are instructions on how to do this in Google Chrome. 

 

If you are getting the error "Your browser does not support WebGL" then you will have to enable it. You may need help from your IT department in order to do this, but you can try following these instructions for Chrome, which are similar for other browsers: 

 

Enable WebGL (Google Chrome) 

  • Open Google Chrome. 
  • Type chrome://settings in the address bar. 
  • Scroll down and click Advanced. 
  • Ensure that "Use hardware acceleration when available" is enabled. 
  • Type chrome://flags in the address bar. 
  • Select "Enable" next to "Webgl 2.0 Compute". 
  • Click Relaunch Now. 

Frozen Screen / Game Quitting

If you are experiencing issues with the screen freezing, or if your device or app closes down, the first things you can try are:  

  • Turn the device off and on. 
  • Ensure that you have as few other programs/simulations as possible running at the same time. 
  • Ensure the device meets the required technical specifications. 

 

Troubleshoot Black Screen Issues

If you are seeing a black screen when starting a simulation, some things you can try first are:  

  • Wait for the simulation to load. Depending on your internet connection, it may take some time before the simulation starts. 
  • Check that your graphics drivers are updated. In some cases, you might need to update your graphics driver if they are outdated. 

Otherwise, you should check: 

  • Ensure that you have a stable internet connection, and try to re-load the simulation. 
  • Check that your device meets the minimum technical requirements. 

If you are still having issues, contact your training manager for additional help. 

 

Why Can't I See Any Modules?

If you have loaded the training but cannot see any modules, it is likely because you are not assigned to the required policies that give module access.