TrojanLearn Help and FAQ  

 

Need Help?

ANSWERS TO COMMON QUESTIONS AND ISSUES YOU'LL FIND BELOW:

PLEASE SCROLL DOWN


Do I have the right setup?

TrojanLearn works with the following computers and browsers:

Operating System

WINDOWS       WINDOWS 8

 Windows

APPLE
MacOS


Browsers

GOOGLE CHROME
Google
Chrome

download
MOZILLA FIREFOX
Mozilla
Firefox

download
INTERNET EXPLORER
Internet
Explorer

included in Windows
SAFARI
Safari

included MacOS

Troubleshooting Tip 1: Make sure your operating system and browsers are up-to-date.


Are my browsers ready to display
online courses?

Many courses and documents on TrojanLearn require the following plug-ins:

 

ADOBE FLASH

Adobe
Flash
download

Do I need this? YES!

  • ​Plays video and animations in online courses
  • You need this to play many USC required online courses and programs

ADOBE READER

Adobe
Acrobat
download

Do I need this? YES!

  • ​Opens PDF documents in your browser
  • You need this to view/print completion certificates and learning materials
ORACLE JAVA

Oracle
Java
download

Do I need this? Unlikely

  • ​Plays videos and animations in online courses
  • A few online courses may require this plugin

Troubleshooting Tip 2: Make sure your browser and plug-ins are updated on your computer.​  You may be prompted when launching courses.

Troubleshooting Tip 3: Adobe Flash is not supported on mobile devices. Please launch online courses on a computer.


The course doesn't launch!

It's stuck at "Loading title. One moment please..."

 

If you are seeing a message "Loading title. One moment please..." that appears to be stuck after clicking the Launch button, it means that your pop-up blocker is preventing the course from opening in a new window. 


   

 

Chrome, Firefox or Internet Explorer on Windows:
Please relaunch the course and when you see this page again there should be a message somewhere on your browser that asks you to continue blocking or allow. Please choose the "Always allow" option.

Safari on a Mac:
Please disable the pop-up blocker before launching the course.

  1. Go to Safari > Preferences, then click Security.
  2. Uncheck the "Block pop-up windows" checkbox.

 


The course is too slow, gets stuck or I lost progress!

Try these three simple steps to tune up your computer and optimize performance.

 

POWER BUTTON WIFI BARS CHECKLIST

STEP 1

Shut down and then restart your computer.

This will clear up the memory and "bugs" that may be slowing down your computer.

STEP 2

Check your internet connection.

A weak wifi signal or slow internet connection may be to blame. Relocate to a stronger and faster network. Test your internet speed below.

STEP 3

Run the browser check.

Your computer may have outdated software that is not compatible with TrojanLearn courses. Launch the browser check below.

  TEST YOUR INTERNET SPEED LAUNCH THE BROWSER CHECK

Troubleshooting Tip 4: Tried everything? Have you tried using a different computer?


How do I print the certificate?

Also, the course seems to have disappeared from my transcript.

FOR MOST USC-DESIGNED COURSES (e.g. HIPAA, Grants Management Training, P-Card, Travel Card, etc.)

The good news is, the course did not disappear! It moved to the completed section of your transcript. Here's how to locate it and print the certificate:

  1. Go to the Learning menu > View Your Transcript
  2. Click on the Active button and switch it to Completed
  3. Find the training title and click on the View Certificate button

Note: If option to print certificate is not available, user may print the Training Details page as support document to show completion of training.

 

 

FOR VENDOR-DESIGNED COURSES (e.g. SkillSoft, Lynda, LawRoom, CampusClarity, etc.)

  1. You must relaunch the course from your Completed Transcript
  2. Navigate to the print certificate page or training progress report from within the course.

 


I know someone who can't login

and receives a Single Sign On error. Here's what I know...

 

This person is a new USC faculty, staff or student:

It normally takes a few days for a new account to be setup. They can continue to wait or contact us at trojanlearn@hr.usc.edu or 213.740.8648 for immediate assistance.

 

This person is a medical resident or fellow and needs to take the HIPAA training.

They should take the HIPAA training on Healthstream at http://healthstream.usc.edu. They can email HelpDesk@med.usc.edu for assistance. Medical students can take HIPAA on TrojanLearn. Please go to http://ooc.usc.edu/hipaa-privacy-education-program for more information.

 

They are a volunteer faculty or guest of USC.

Please email us at trojanlearn@hr.usc.edu and provide us with their full name, department and the title of the training they need to take. If they need to take HIPAA, please direct them to http://ooc.usc.edu/hipaa-privacy-education-program for the appropriate training site.

 


Can't find the answer you need?

Please contact us and we'll be happy to help you.