Troubleshooting Guides
Administration
Brainshark
- How do I disable extensions in my web browser?
- How do I run a browser trace in Safari?
- Why am I having issues viewing content in Mainland China?
- How do I perform a Browser Trace: Google Chrome & Microsoft Edge
- Performing a Browser Trace: Firefox
- How to Manage Brainshark Cookies in Your Browser
Coaching
- Why am I receiving a message that says "error in transcription process" when trying to submit my coaching video?
- Why can't I record my screen for a Coaching activity on my Mac computer?
- What do I do when I can't download a Coaching submission?
- Why are coaching submissions not available for new managers to review after updating user profiles?
- Allowing Microphone and Camera Access on a Macintosh Computer
- Allow Listing for Coaching
Content Authoring
- Why does my PNG logo appear with a black background?
- Why is my question background defaulting to a 4:3 aspect ratio?
- Why is my embedded presentation not showing the correct thumbnail image?
- Why won't my HTML content display when viewing?
- Why can't I use Brainshark Screen Recorder Chrome extension on my Mac device?
- Why can't I see the option to add a question as an Author of a presentation?
Integrations
- Why do I see an "Activation failed" error message when using the Brainshark Outlook plugin?
- How to do a silent install for Brainshark for Outlook Plugin?
- Connector Setting is Red but working
- Apex Test Classes Failing SFDC
- 32-bit / 64-bit Outlook Plug-in (not the Add-in)
- SFDC Chatter publishing: Brainshark publishing in Chatter not appearing for everyone
Learning
- Why isn't my course certificate showing in the progress tracker?
- Why can't students see active courses with open enrollment in the course catalog?
- Why am I seeing a message stating the filepath is too long when uploading a SCORM file?
- What error messages might appear when trying to upload a Course Completion Import?
- Group Enrollments: Enrolling current and future members vs. current members only
- Error: "Found circular references"
Machine Analysis
Reporting
Viewing
- Why isn't the full presentation title showing in the Brainshark Player?
- Why isn't my content autoplaying?
- Why can't I hear audio on my mobile device? (Apple)
- Error: "Cannot connect to server" when attempting to view a Brainshark presentation
- Error: "You cannot access this presentation from your location"
- What do I do if a presentation has expired?