Technical Support

Get help with platform access, lab environments, and technical issues. Our tech support team is here to ensure your learning experience is smooth and uninterrupted.

Quick Fixes Contact Tech Support
African technical support team

Common Issues & Quick Fixes

Try these solutions for the most common technical problems.

Login Issues
Problem:

Can't access your student account or learning platform

Solutions:
  • Clear browser cache and cookies
  • Try a different browser (Chrome, Firefox, Safari)
  • Reset your password using "Forgot Password"
  • Disable browser extensions temporarily
Video Playback Problems
Problem:

Videos won't load, buffer constantly, or have no sound

Solutions:
  • Check your internet speed (minimum 5 Mbps)
  • Lower video quality to 720p or 480p
  • Ensure speakers/headphones are connected
  • Update your browser to the latest version
Lab Environment Issues
Problem:

Virtual labs won't start or are running slowly

Solutions:
  • Close other browser tabs and applications
  • Ensure you have 8GB+ RAM available
  • Try accessing labs during off-peak hours
  • Allow pop-ups for our lab platform
Download Issues
Problem:

Can't download course materials or certificates

Solutions:
  • Check if downloads are blocked in browser
  • Ensure sufficient storage space
  • Try right-click → "Save As"
  • Disable antivirus temporarily

System Requirements

Ensure your device meets these requirements for the best learning experience.

Computer Specs
  • RAM: 8GB minimum, 16GB recommended
  • Storage: 20GB free space
  • Processor: Intel i5 or AMD equivalent
  • Graphics: Integrated graphics sufficient
Internet & Browser
  • Speed: 10 Mbps download minimum
  • Browser: Chrome 90+, Firefox 88+, Safari 14+
  • JavaScript: Must be enabled
  • Cookies: Must be enabled
Mobile Support
  • iOS: 13.0 or later
  • Android: 8.0 or later
  • Screen: 5" minimum recommended
  • Note: Some labs require desktop

Still Having Issues?

Our technical support team is ready to help you resolve any persistent problems.

Priority Support

For urgent technical issues affecting your coursework deadlines.

  • Response within 2 hours
  • Direct phone support
  • Screen sharing assistance
Call Emergency Line
Standard Support

For general technical questions and non-urgent issues.

  • Response within 24 hours
  • Detailed troubleshooting steps
  • Follow-up until resolved
Submit Support Ticket

General Troubleshooting Tips

Before Contacting Support

Try these basic steps to resolve most technical issues:

1. Restart Your Browser

Close all browser windows and open a fresh session.

2. Check Your Internet Connection

Run a speed test and ensure stable connectivity.

3. Update Your Browser

Use the latest version for best compatibility.

4. Try Incognito/Private Mode

This helps identify if extensions are causing issues.

Troubleshooting
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