Issues
Mobile app not working
Access Learning mobile app doesn't launch properly
User cannot login to the mobile app
Blank Loading screen
'That wasn't supposed to happen' error message
Troubleshooting
If you are experiencing any of the above issues please take these steps first:
Ensure you are logging in with the correct credentials (username and password) In the access learning app login screen there will be the option to log in with People XD
Log on to the website version of People XD and see if you can successfully login to access learning from here. This will establish whether the issue is with the app only
If you do not have access to a computer, please ask your manager to give you access to one when you are next on site
To access learning on the website version of People XD
Go to the Employee Dashboard
Click on the hat icon on the left hand side (Learning)
In the Learn Widget click on the blue button 'Learn Portal'. This will launch Access Learning
IMPORTANT - If you cannot access the learning on the website version either, please speak to your line manager for further assistance and do not move on to the troubleshooting below.
Once you have completed the above steps and have established that you are using the correct credentials and you can access learning through the website version of People XD, please try the troubleshooting options below
Clearing cache and application data
This should be the first step you follow after completing the troubleshooting above.
The access learning mobile app requires a device to have sufficient disk space to function properly. The recommended minimum level is 100mb. Running out of space whilst using the app can result in data or functionality loss such as not being able to see your assigned courses or content not loading properly.
Please see the relevant section below for help on iOS devices and Android Devices
iOS Devices
Check storage use
To check the usage of your device storage, follow these steps:
Open the Settings page and then tap General
Tap iPhone or Ipad Storage
Clear the app cache
Free up used space by clearing your app cache
Open the Settings page then tap on Apps or Application Manager
Tap on app then tap Clear Cache
For more information, refer to Apple's Support Page
Android Devices
Check storage use
To check the usage of your device storage, follow this step:
Open the Settings page and then tap Storage or Storage Usage
Clear the app cache
Free up used space by clearing your app cache
Open the Settings page then tap on Apps or Application Manager
Tap on app then tap Clear Cache
For more information, refer to the device manufacturer's support site
Reinstalling the app
The only time reinstalling the app would be required is if you cannot start the app or get logged into the app
If clearing the cache and application data has not worked, please uninstall the app and reinstall it from the iOS or Google Play store.
Not resolved
If you have followed all of the troubleshooting steps and still cannot access your learning app, please detail the steps you have already taken to resolve the issue along with screenshots of when the issue comes up and how it displays and / or a video recording of the issue or error being experienced.
Please forward this information to your line manager