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 Live 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 Live 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!