FAQ and troubleshooting
Answers to the most common problems.
9 articles
- Which file formats are accepted? Slides, AI generation, videos, resources, quizzes, learner import, logo, support: the accepted formats for each use, in one table.
- What are the system requirements for Complement? Up-to-date browser, microphone, speakers or headset, optional camera, network open to real-time connections, smartphone and tablet: what you need.
- Why can't a learner see a course? Unpublished course, team without access, change of team, LMS or suspended platform: the checks to make, in order.
- Why can't you edit a course? Course opened by another member, missing edit rights, Guest role, read-only platform: the causes and the solutions.
- Why is a course's publication refused? Empty chapter, missing quiz, slide without a script, incomplete multiple-choice question or technical error: each publication message and how to fix it.
- What if an import or AI generation fails? Protected or unreadable PDF, rejected file, generation error or interrupted tracking: the editor's messages, their cause and how to try again.
- What if the microphone or sound doesn't work? Microphone blocked by the browser, avatar that can't hear you or that you can't hear, dropped connection: the solutions, and how to answer by keyboard.
- What if you can't sign in? Password refused, Microsoft or Google account not recognised, expired link, platform unavailable: the sign-in messages and their solutions.
- What does the "Access suspended" message mean? The Access suspended page replaces your courses: your organisation's platform is suspended, often for a billing reason. What to do.
Can't find your answer?
Write to us from the app: the Help and support button, at the bottom of the menu, sends your request to the Complement team. A screenshot helps us answer faster.