2019 IS: Protect Lilly Annual Training Troubleshooting Steps and Tips

4 Courses (1 core & 3 Specialized):

• Protect Lilly Core: Item ID 9183330
• Targeted Social Engineering: Item ID 9293153
• International & Domestic Travel: Item ID 9293154
• Privileged Accounts: Item ID 9293155

1. Basic Considerations, Course Structure, Course Conditional Formatting

2. Course does not load
3. Course is taking learner back to the beginning
4. Course Page is blank
5. iPad users: Pages and video do not launch
6. iPad users: Background picture will not display
7. iPad users: Video does not launch
8. Google Chrome Users: Learners are not able to move forward in the course
9. Why is course assigned / not assigned to me?
10. Issues completing Knowledge Checks in the course Core Course Item ID 9183330
2019 IS: Protect Lilly Annual Training Troubleshooting Steps and Tips

Basic Considerations, Course Structure and Credit

Basic considerations:
1. The Courses are designed to run in:
a. PC/Laptop: Internet Explorer
i. If using Windows 10 or Edge and experiencing issue, switch to IE and
resume course.
b. iPad: Safari
i. If using chrome or FireFox and experiencing issues, switch to Safari and
resume course
2. If Wi-Fi or cellular signal is weak, pages and videos may not launch immediately, but it
should launch eventually. Launch the course with a stronger network connection or
within the Lilly Firewall
Course Structure and Credit: There are two links for the course per language with conditional
formatting. The CBT link is active upon launch. After launching the CBT, the Click for Credit
link is activated. is granted by actions taken inside the course. Only one link needs completed
to obtain credit.

14 Language Folders:
2 Content Objects in each folder:
1. Computer Based Training
2. Click Here for Credit

The links are in enforced The first link (CBT) must be accessed before the
order second link (credit/acknowledgement) can be
opened and completed.
2019 IS: Protect Lilly Annual Training Troubleshooting Steps and Tips

The Click Here for Credit is the

standard acknowledgement. Learners
receive credit after click “Agree”.

Course does not load - If Wi-Fi or cellular signal is weak, the course may not load. Some users may see the
“F5” error.

Steps:
1. Launch the course with a stronger network connection if possible or use Ethernet to
connect when using PC if available
2. The course is designed to run in Internet Explorer (IE) however if IE does not work, the
learner can try Chrome or FireFox
3. Launch and connect to F5 Access (VPN) on iPad
Course is taking learner back to the beginning
1. There are Bookmarks within the courses.
a. When exiting the course and starting again later, individuals should be prompted
to resume where they left off. Select “Yes” when prompted.

b. If bookmarks are not working, check the following setting.

i. Internet Options
ii. Un-check “Delete browsing history on exit”
2019 IS: Protect Lilly Annual Training Troubleshooting Steps and Tips

2. Additional tips for iPad:

a. Shut down Safari
b. Turn the VPN on and off
c. Restart Safari or LillyNow
d. Relaunch the course
3. Additional tips for PC/Laptop:
a. Shut down the browser
b. Restart Internet Explorer (don't use Chrome, Edge or Firefox)
c. Restart LillyNow
d. Relaunch the course

Course Page is blank - Please note that the course is designed to run in IE if on a laptop or PC and Safari for
an iPad

Steps:
1. Do not exit the training. You will lose progress if you closed out on that screen.
2. Press the back arrow to get back to the main page.
3. Exit training.
4. Restart and resume course

Note: If you are using a browser other than IE (PC or Laptop) or Safari (iPad), try opening
the course in one of the browser applicable to the device.

iPad users: Pages and video do not launch - If Wi-Fi or cellular signal is weak, pages and videos may not
launch immediately, but it will launch eventually.

Steps:
1. Launch the course with a stronger network connection or within the Lilly Firewall.
2. Close all other Safari tabs
2019 IS: Protect Lilly Annual Training Troubleshooting Steps and Tips

3. Non-Sales should use their primary device

If that does not work, prior to launching course:

1. Launch and connect to F5 Access (VPN)
2. Make sure the Block Pop-ups is off
3. Close all open apps by double clicking on the home button and swipe up to close apps
4. Click on setting, Safari > Clear History and Website Data > Clear (bookmarks will be lost)

Last Option:
1. Read the transcript

iPad users: Background picture will not display - If Wi-Fi or cellular signal is weak, background pictures
may not load.

Steps:
1. Launch the course with a stronger network connection or within the Lilly Firewall
2. Launch and connect to F5 Access (VPN)
3. Push the rewind button in the lower right corner.
4. Push the browser refresh button in the URL link

iPad users: Video does not launch - If Wi-Fi or cellular signal is weak, videos may not launch immediately,
but it will launch eventually.

Steps:
1. Launch the course with a stronger network connection or within the Lilly Firewall
2. Launch and connect to F5 Access (VPN)
3. Close all open apps by double clicking on the home button and swipe up to close apps
and then click on Setting > Safari > Clear History and Website Data > Clear

Video and audio are not in sync - Some Bluetooth devices will cause an audio delay

Switch to wired headphone/earbuds or use device speakers

2019 IS: Protect Lilly Annual Training Troubleshooting Steps and Tips

Why is course assigned / “not” assigned to me?

If the course assigned, it is required to take and complete the course. If the isn’t assigned it is
not required. Anyone can search for and self-assign the courses. The courses are not in the
restricted domain and can be assigned by local L&D or supervisors.
2019 IS: Protect Lilly Annual Training Troubleshooting Steps and Tips

Issues completing Knowledge Checks in the course

Protect Lilly Core: Item ID 9183330
Module 3 First Challenge Slide 23
• There are 7 risks that must checked as indicated below:

Protect Lilly Core: Item ID 9183330

Module 3 Second Challenge Slide 25
• There are 3 risks that must checked as indicated below:
2019 IS: Protect Lilly Annual Training Troubleshooting Steps and Tips

Protect Lilly Core: Item ID 9183330

Module 3 First Challenge Slide 27
• There are 5 risks that must checked as indicated below: