FAQ’s & Troubleshooting Common Issues

Course and Assignment Completion Issues & Questions

This section addresses common questions and issues related to course and assignment completion in Percipio. Whether you’re checking browser settings, reviewing essential guidelines, or troubleshooting why a course or assignment isn’t reflecting as complete, the topics below walk through what to know and what to try next, when something doesn’t look quite right in your learning activity or assignments.

Percipio works best with Google Chrome, Firefox, and Safari, if using a Mac. At this time, Microsoft Edge does not consistently support the Percipio learning experience and is not recommended.

Review the detailed recommendations in the Percipio User Instructions to understand required system settings, and simple best practices to make sure your browser is up to date and ready before you start a course.

WSU’s custom content is not native to Percipio and is more sensitive to learner interaction and technical settings. Internet stability, screen resolution, browser health, and how you move through videos and interactive elements can all affect course performance and whether your completion records correctly.

To help avoid issues, review the essential guidelines in the Percipio User Instructions, including how to manage interruptions, access resource links, and properly exit the course so your completion is recorded.

This can happen if you revisit a completed on‑demand course without restarting it first.

In Percipio, reopening a completed course doesn’t create a new completion record. If you’re retaking a course to meet a business requirement or to generate an updated completion certificate, you’ll want to restart the course using the Restart course option from the course’s Actions menu before beginning again.

Restarting a completed course creates a brand‑new activity record and allows Percipio to track a new completion date once all requirements are met. If the course was relaunched without restarting, Percipio will continue to show the original completion date.

If you need an updated completion date, restarting the course is usually all it takes. If you’re unsure whether a restart is necessary for your situation, your Learning Administrator or LOD can help guide you.

Review the detailed restart custom WSU content guidance in the Percipio User Instructions. To restart Skillsoft Percipio library content (example: Responsible Use of AI), reference the guidance here.

When this happens, it’s often related to browser settings or system conditions, rather than the course content itself.

Percipio runs in the cloud, and some courses open in new tabs or windows. If pop‑up blockers, third‑party browser extensions, or security settings interfere with the session, course progress may not be recorded correctly. General browser health, such as keeping your browser up to date and clearing cached data, can also play a role.

Quick browser housekeeping tips that can help Percipio record your activity more reliably:

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Make sure pop-ups are allowed for Percipio, since some courses open in a new window or tab.

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Allow third-party cookies for Percipio while taking courses. These help the system track progress.

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Use a supported, up-to-date browser and close extra tabs or extensions that might interfere.

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When you finish a course, use the course’s built-in exit or close option rather than closing the browser abruptly.

Progress can also be affected by how learners move through custom content. Skipping required lessons, moving too quickly through pages, or exiting before reaching the natural end of the course (such as best practices or resources sections) may prevent Percipio from fully registering completion.

Reviewing browser settings and recommendations for information on supported browsers and general best practices is the best place to begin. If the issue continues after checking your settings, your Learning Administrator or LOD can help investigate next steps.

If your assignment isn’t reflecting as complete, it’s often related to how the learning was launched or completed. Assigned content must be opened directly from within the assignment for progress to be tracked correctly, and completion may depend on fully meeting the content’s requirements.

In some cases, browser settings or conflicts, such as pop‑up blockers, cached data, or unsupported browsers, can also prevent progress from saving as expected.

For best practices on launching and completing assignment content, review the Assignments page. If the issue appears related to your browser or system setup, visit the Browser Settings and Best Practices page for recommended settings and troubleshooting tips.

Some assignments have content that is intended to be finished in a specific order. When an assignment is ordered, you’ll need to complete each item in sequence before the next content item will unlock.

Common Issues & Questions

Use these best practices to help with a smooth learning experience and credit for your course participation.

Assigned learning easy to access from either your main Learning Dashboard or the My Learning in the left navigation menu.

For detailed guidance on locating your assignments and understanding what to do next, see the Assignments page.

Below are common causes for course errors and buffering screens:

  • Courses are published to be completed in one sitting. Starting a course and resuming even two hours later will affect progress. The course will not allow you to resume from where you left off, and instead start from the beginning again. Employees should anticipate finishing the course in one sitting.
  • Your web browser is outdated. You must use the current version or one version prior.
  • Using an unsupported browser like Microsoft Edge. Use Mozilla Firefox , Chrome, or Safari if you are a Mac user
  • Moving through the course too quickly. Clicking through slides too quickly before the content has had time to play through will cause a course to glitch and affect your progress.
  • For Mozilla users, Autoplay may not be enabled. Follow ‘Allow Autoplay‘ instructions found in Mozilla’s Autoplay support article.

If you’re unable to resolve the error message, please email the Training team and include screenshots so that we can assist further.

Web-based courses function best in Google Chrome, Mozilla Firefox and Safari for Mac users. Try the following:

  1. Ensure you do not have pop up blockers enabled
  2. If using Mozilla Firefox, ensure you have autoplay enabled for this browser. Steps to enable autoplay are available on Firefox Support.

NOTE: Microsoft Edge is not a supported browser.

Additional browser recommendations and settings can be seen on the Browser Settings and Best Practices page.

Access to content in Percipio is based on your employee role in Workday, which determines the licensing assigned to you.

All employees have full access to WSU custom on‑demand courses and live trainings, which reflect WSU‑specific practices, policies, and expectations.

Employees in hourly, non‑permanent roles also have access to the Skillsoft compliance suite of on‑demand courses. These courses provide general information and awareness in areas such as health, safety, cybersecurity, ethics, and harassment. While helpful for foundational knowledge, Skillsoft compliance courses are not specific to WSU policies and do not replace assigned WSU training.

Employees in salaried roles with an active appointment, including Administrative Professional, Civil Service, and Faculty employees, have access to the full Percipio content catalog. This includes bootcamps and leadercamps, certification preparation, books and audiobooks, articles, courses, and professional development tools such as skills benchmarks and CAISY conversations.

Another common reason content may be unavailable is when a learner attempts to access an item using a previously shared link that points to content that has since been retired or removed from the catalog. In these cases, the link may still exist, but the content itself is no longer accessible.

If you believe you should have access to a specific item or are unsure why content appears unavailable, contact your Learning Administrator or LOD team for assistance.

Live trainings are processed a little differently than on‑demand courses, so a short delay in seeing your completion is normal.

Unlike on‑demand learning, which updates your activity automatically, live training attendance is reconciled manually by the instructor after the session. This allows time to confirm attendance and ensure records are accurate. Please allow up to two weeks from the date of the class for your learning activity to reflect completion.

If it’s been more than two weeks since the training and your learning activity has not been updated:

  • Start by reaching out to the instructor who facilitated the class.
  • If you’re unsure who the instructor was or need additional help, the LOD team can assist.

There are a few common reasons why a live training might not be available for registration. In many cases, nothing is wrong, and the issue can easily be resolved.

You may not see a Register option if:

  • The class is full: Some live trainings have a limited capacity. If all seats are filled, you may see a waitlist option instead or the class may no longer be available for registration.
  • You’re already registered for a class in the same live course: Live courses can include multiple class offerings, but learners can only be registered for one class per course at a time.
  • Date or time filters are limiting what you see: Available classes may be filtered based on date, delivery method, or schedule. Clearing the date/time filters may reveal additional options.

For step-by-step guidance on finding, registering for, or managing live trainings, review our Register for a Live (instructor-led) Training page.

Yes, as long as the course is already completed. Manually restarting a course is often necessary when you’re required to take an on-demand course repeatedly to align with area or departmental policy.

When you restart a completed course, Percipio creates a brand‑new course record (sometimes called a multiple completion). This means you’re starting fresh, as if you’ve never taken the course before. Your previous progress and test scores do not carry over, and you’ll need to meet all completion requirements again. Once you finish the restarted course, you can download an updated completion certificate with a new date. (If the course includes a digital badge, that badge stays the same.)

For WSU custom courses in Percipio, the Restart course option only appears for on‑demand courses that are in a Completed status. If you’re still working through a course, you won’t see the restart option yet.

Review the detailed restart custom WSU content guidance in the Percipio User Instructions. To restart Skillsoft Percipio library content (example: Responsible Use of AI), reference the guidance here.

You can review everything you’ve started or completed, and download available completion certificates directly from your My Learning dashboard.

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Find your Learning Activity

  1. From the left navigation menu, open My Learning.
  2. In the Recent Activity section, select See All Activity.
  3. On the Learning Activity page, you will see:
    • In-platform learning: Displays all items that have been started or completed in Percipio. Note the available filters such as type, certification, date, and progress, to make locating a specific item easy.
    • External learning: This section shows learning activities and certifications completed outside of Percipio.
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Download completion certificates from your Learning Activity

  1. From the Learning Activity list, identify the item you want to retrieve a certificate for.
  2. To the right of the item title, select the Actions menu (represented by three stacked dots), then select Download Certificate.

Note: Depending on your browser settings, the certificate PDF will either display in your browser or save to your download file.

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Download completion certificates from Achievements

Note: Depending on your browser settings, the certificate PDF will either display in your browser or save to your download file.

  1. From the left navigation menu, open My Learning.
  2. In the Achievements section, expand the Certificates page.
  3. All available completion certificates are listed and separated by category:
    • Standard completion
    • Certification credit
    • Programs
  4. Each certificate downloads individually. Select Download to access the PDF.

A few helpful things to know:

  • Certificates include your name, the course or journey title, and your completion date.
  • Some compliance courses include additional details, such as a unique certificate number and certification language.
  • Not all courses offer certificates. If you don’t see a downloaded option, certificates may not be available for that content.

Percipio sends notifications to help learners stay informed about their learning. These include reminders for classes, journeys, certifications, and assignments. Some notifications can be customized by learners, while others are managed by the system or area Learning Administrators.

Review the detailed instructions in the Percipio User Instructions to find out which notifications learners can manage, and how.

Yes. Learners can choose to be notified when new instructor‑led training (ILT) classes are added by turning on the “notify when classes are added” option from the course details page.

Review the detailed instructions in the Percipio User Instructions to find out which notifications learners can manage, and how.

Percipio Help

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Self-guided Help and Resources

Learners can get self-guided help from two sources:

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Who to Contact if You Need More Help

Learning Administrators support employees across the university by helping connect learners to required and optional training in Percipio. Assigned by area, college, or campus, they provide guidance on training access, completion, and compliance to support employee learning and development.

Contact your assigned Learning Administrator when you have questions about required training, assignments, or access to learning content in Percipio. They can also help if you encounter issues with enrollment, completion records, or need guidance on training requirements specific to your area, college, or campus.

If you know who your area’s Learning Administrator is, they’re your best first point of contact for questions about training, assignments, and learning support within your area. Learning Administrators work closely with Learning & Organizational Development (LOD) and can often help quickly resolve questions or guide you to the right next step.

You can contact LOD directly if you’re unsure who your Learning Administrator is, your question spans multiple areas or campuses, or you need additional support beyond what your Learning Administrator can provide.

Email the Training team
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Quick Links

Return to the Employee Training section page, or open the panel below for more pages.