Hello [Client] Administrators,  

Can you assist us with the following course launch issue, please? 

User: Jane Doe 

Email Address: jane.doe@email.com 

Issue: Course Launch Issue 

Course Name: Writing Effectively 

Summary: Jane contacted End-User Support to report a course launch issue. She stated when she launches the course, it loads continuously for about 5 minutes then she receives an error message ‘[Error Message]’. We troubleshooted the issue in End-User Support chat and later via email support. Please see the system check results and troubleshooting steps below. Unfortunately, the issue persisted for the user after troubleshooting. 

System Check Results:  

Your Operating System is: Windows 10 

JavaScript: Enabled 

Browser: Google Chrome

Screen Resolution: 1366x768 

Troubleshooting Steps: 

- Pop-up Blockers – already disabled 

- Java – already enabled 

- Cache – Cache was cleared

Screenshot: Jane provided a screenshot of the issue as well – see attached. 

Additional Information: We tested the course with our system settings meeting the requirements. We were able to replicate the issue on our end.  

Please advise – thank you in advance!