If something isn't loading or you can't continue with your training, the quickest way to see what might be causing the problem is to run the Spark System Checker.
It tests your browser, connection, cookies and device to highlight anything that could affect your training
Full guide: Using the Spark System Checker
Once you've ran the System Checker, follow the sections below based on the issues you're experiencing.
Training won't load
This usually relates to browser settings, firewalls and blocked content.
You may see:
- A blank page
- A loading screen that doesn't finish
- Nothing happens when you click the training link
Try these steps:
- Make sure you're using a supported browser (Chrome, Edge Safari, Firefox).
- Avoid opening the training inside in-app browsers (e.g. Teams, Outlook mobile, Facebook, Samsung Internet).
- Enable cookies and third party cookies. These are required for tracking your progress - see: browsers article
- Check if your organisation has strict IT policies. Training may not load if the required domains are blocked.
- Try Switching network (e.g. home Wi-Fi > mobile data)
If the system checker shows warnings for Firewall, Cookies or Browser you will need to address them.
Can't login
If you're unable to log into your account try these steps:
- Check your email and password - make sure you're using the correct login details. If you're unsure, use the Forgot password on the login page.
- Check saved login details - if your browser uses autofill, it may be entering outdated or incorrect credentials. Try manually typing your email address and password instead of using autofill.
- Avoid using in-app browsers - if you've opened your training from your email or through an app, the login may fail. Please ensure you're opening Spark directly through your browser (Chrome, Edge, Safari, Firefox - you can copy the link and paste it in if you're unsure).
- Clear your browser cache- Cached data can interfere with the login process. Clearing the cache then restarting your browser often resolves this.
- Try another browser - Chrome, Edge or Safari give the best results.
- Check network restrictions - Some work/business networks block training sites. If possible, try another network (e.g. home Wi-Fi or mobile data).
- Single Sign-On (SSO) - if you login in via SSO and experience difficulties logging in, please contact your training manager.
CloudFront issues
You may see:
- A white page.
- A page icon with a sad face.
- A message such as "d37qvdioltnfzp.cloudfront.net refused to connect"
What this means
This issue is typically temporary and usually solved by fully logging out and back in again, which resets your authentication.
If that does not work, you may need to force clear your browser cache (the option to do so is located in your browser settings), or restart your device.
Training is running slow
This is normally caused by internet speed, latency, or Wi-Fi signal strength.
Try these steps:
- Switching to a different network (Wi-Fi instead of mobile data, or vice-versa)
- Move closer to your router or reduce obstacles such as thick walls.
- Try a wired connection if you're using a laptop/PC.
- Close other apps or browser tabs that might be using bandwidth.
- Restart your device and try reopening the training.
More details: Slow Connectivity
Stuck in Module - can't continue / can't scroll / sent back to start
This typically means that something in the module hasn't fully completed.
What you might be seeing
- The continue button doesn't work.
- The page won't scroll.
- You're stuck on a page.
- The training sends you back to the start.
- You can't move to the next page.
Try
- Rewatching any videos to the very end (including the last few seconds).
- Check for interactive elements you may have missed (e.g. drag-and drop).
- If using a mobile device, rotate to landscape mode for better visibility.
- Try a different browser or device.
If a specific slide isn't responding, close the training and reopen it. This can trigger the module to sync and allow you to continue.
Video won't play or is freezing
What you might be seeing:
- A black screen.
- Continuous buffering.
- A frozen video.
- A video that won't start.
Try:
- Switching browser - Chrome and Edge work best for videos.
- Ensuring cookies are enabled.
- Checking your connection speed or swapping network.
- Closing other video apps (Teams, YouTube, Netflix) that use bandwidth.
If the system checker flags 3D Transforms, you may see minor animation issues. This won't stop you completing your training.
Problems syncing when closing training
What you might be seeing
- Progress lost after exiting.
- Training starts from an earlier point.
- Completion isn't recorded
Try:
- Re-open the training and exit again.
- If the sync still fails, follow the on-screen instructions to download the logging data (JSON file).
- Share this file with your organisation's training contact so they can forward it to support.
If you see a "Retry" message when exiting, see.: Problems Syncing when Closing a Module
What to do next
If you've tried the above steps, please take a full-page screenshot of:
- The issue on screen including the date and time.
- Your System Checker results.
Share these with your training manager or internal support contact. They will forward the details to Sponge Support if needed.