Troubleshooting & FAQ

Registration problems

To register a free account, go to the sign up page and fill out the form. If the system states your email address is already registered, then you can either use the lost password system (see below) or contact user support.

If it states the username has already been used, it has likely been taken by another user and you will need to choose something else.

Once you’ve registered, you will receive a confirmation email. Clicking the link contained in the email will confirm the account and you'll be able to log in with the details you registered.
If the link doesn’t show up as clickable in the email, copy and paste the entire link into the address bar of your browser.

If you don't receive the email or otherwise can't confirm your account, please contact user support.

How to enable javascript

The site registration form (along with many of the course materials available on the site) requires javascript be enabled. Details of how to enable javascript for your browser can be found here.

Login problems

If you can’t remember your login details, you can either use the automated lost password system, or you can contact user support and have your details set manually.

Please note: the automated system won’t work if your account isn’t yet confirmed or if the email address on your account is incorrect.

If you’re still having problems logging in after resetting your password, there are a few of things you can try:

  • Make sure you're going directly to the site homepage (https://www.foundationonline.org.uk/), rather than using an old link from a forgotten password email or similar.
  • Make sure you're using the correct capitalisation on the username/password (copy/pasting from the email can help to prevent errors).
  • Try clearing your cache (see below for how to do this).
  • Make sure your cookies are turned on (see below).
  • Try another web browser or using a different computer.

How to turn on cookies

Cookies are small files that are stored by your computer that allow the site to track important data about you as a user (such as the fact that you are logged in). Allowing such files to be created/stored is necessary for the site to function properly. More information about what cookies are and why they're needed can be found here.

If you're having problems logging in (or remaining logged in), you may have cookies disabled. Instructions on how to enable cookies can be found here.

Course problems

Accessing courses

All the courses on the site are freely available to any registered user.

Once you've logged in, you can find courses using the course menu on the homepage or the text list of courses. After clicking a link to a course, you will be presented with a screen that prompts you to "enrol" on the course. Click the "Enrol me" button to proceed.

If you have any problems enrolling on a course, please contact user support.

Once you're enrolled on a course, a link to it will appear on your dashboard. The dashboard can be accessed at any time by clicking on the link at the top of the "Main menu" block. Or by clicking your name at the top of the site and selecting "My courses".

If you enrol on a course, you are in no way obligated to complete that course. You can unenrol yourself from a course at any time by choosing the "Unenrol me from [course name]" option under "Course administration" on the left-hand side.

Launching modules

In order to best display the material contained within a course, some of them open in separate windows from the main site. Opening these windows may be prevented by your browser’s popup blocking function.

You can either turn off popup blocking entirely (not recommended) or add an exception for this site. Instruction on how to do so can be found here.

Accessing certificates

Many of the courses on the site provide certificates once a certain grade has been achieved in an assessment. The certificate won’t appear after you complete the assessment. Instead, the certificate is made available via a link on the course page (where you clicked the link to open the assessment).

On most courses, this link will be just below the assessment link.

There is a known issue with loading the certificates on older versions of Internet Explorer. You can either use a different web browser or contact user support to be emailed a copy.

Certificates do not appear in the Professional Development Record as they are produced by a different system than the one the PDR tracks. They will remain available from the link on the course page.

Retaking assessments and updated certificates.

The assessments allow you to retake them whenever you want. Most assessments now register your most recent attempt when determining if you have passed and will print the date of this attempt on the certificate.

The exception to this is the Advancing Equality & Diversity course. If you have retaken the assessment and want an updated certificate, please contact user support and we will manually reissue your certificate.

The Professional Development Record

The percentage shown in the Professional Development Record isn't your grade, it's a record of your progress through the course module(s). Your grade will be shown if you go to the course and open the assessment link.

The PDR system is intended to track each page of the course as you open it. Unfortunately, sometimes a page doesn't register (such as due to a connection problem), which is why the percentage may be lower than it should be. If you've passed the assessment(s) and gained the certificate(s), that's all you need to prove completion.

Confirming the sharing of your course data with your organisation

Some users will be part of an organisation that has requested access to track their progress through certain courses. If your organisation created your account, this should already be set up.

If you created the account yourself, they will need to request access to your data. You should receive an email requesting this confirmation. Clicking the link contained in the email will grant them access.

If you don’t receive the email or the link doesn’t work, you can go here to give your organisation access to your data and here to select which course(s) to share data from.

If these links don’t work, please contact user support.

Other problems

Updating user information

To update any of the information on your user profile (including your email address), click your name at the top of the site and select "Edit profile".

To change your password, click your name at the top of the site and select "Preferences". Then click "Change password" under "User account".

How to clear your cache

If you open any part of the site (a page, course, module, etc) and it isn't showing what you expect (such as missing saved data within a course), you might be seeing a "cached" version. This is where your web browser (in order to make sites load faster) shows you a version of the page it has saved locally, rather than requesting a new version of the page from the site.

In order to prevent this, you can clear your browser's cache (its local store of web pages). Instructions on how to do this for various browsers can be found here. Once you've done this, refresh the page.

This is also a possible solution to login problems.

Determining what web browser you are using

Some of the instructions given here require you to know what web browser you are using. It can also be helpful to provide this detail with any support request you send.

You can use this site to find the information. It will also give you a link that you can send to user support to give further information.


If none of the information here has helped solve your problem, if you encounter any problems not covered here, or if you have any questions, please contact user support.

Last modified: Monday, 14 August 2017, 4:11 PM