This article is designed for Wizer learners/users and provides answers to commonly asked questions and case-specific troubleshooting information. If you're unable to find a solution to your issue within this article, please contact the support team.
Legend:
- Below you can find the frequently asked questions marked as "Q:"
- Right after a question, you will find an answer marked as "A:"
General questions
Your company decided to offer the employees security awareness training to help protect yourselves, your organization, and your families from cyber attacks. To provide this training, your company has partnered with us - Wizer Security Awareness Training.
You will receive an email notification when your admin sets up a new task for you.
To complete the task, log in to the Learner App and go to the Learning section.
Q: I forgot my password, how do I reset it?
A: Please review the following article that describes the password reset process.
Note, in case your company utilizes SSO login with Wizer, and you are experiencing password issues please reach out to your company admins as Wizer has no option to help with password reset of an SSO account.
Q: How do I start the training?
A: Once a task (training/game/policy) is assigned, you will receive an email notification about it. The notification will contain a link that will redirect you to the learner application where you can see the tasks assigned.
Clicking on a certain task will show what the training consists of:
Note that training does not start automatically, hence to begin clicking on the first item is required.
Q: Can I re-review the already completed training?
A: Yes, but only if your admin did not stop it.
To check the previously completed training, use the toggle 'Show completed' as can be seen below:
Q: Am I finished with the training? / Waiting for the next training / Do I have to watch this?
A: When you completed all the tasks you were seeing as pending in the learner console for your user, this means that you are finished for now.
Training, Policies & Monthly videos are assigned by your company admins, hence, if you received a notification about a certain task being assigned to you, it means that this has to be completed.
Please note that Wizer does not assign tasks to you, thus, in case you are wondering why a certain task was assigned to your user please reach out to your company admin.
Q: Can I change my email?
A: Yes, to do so please reach out to your company admin, as admins have an option of editing the user profile.
To be continued.
Common issues & Troubleshooting tips
The issue:
One of the training videos doesn't start/doesn't play.
Video freezes during playback / I get an error during playback
If you encounter one of the above, we suggest clearing the browser cache and trying again.
Please review the guidelines on how to clear the browser cache here.
In case you are seeing an error during playback, please review the following article.
We also suggest attempting to use another browser/device/network to see whether the issue replicates as well.
The issue:
I watched the video and the sound is gone/ I started watching the video but there is no sound/video
As all our videos are recorded with sound, we suggest doing the same steps as the above, please clear the browser caches, if that didn't help please attempt using another browser/ device.
I am seeing an error during my login attempt, what should I do?
Please open the support case with an explanation of what steps did you take that led to seeing an error, also please provide a screenshot featuring the issue.
Depending on the issue, our support team can request additional details to further expedite the investigation. We usually request the traffic/network logs and browser console logs both captured upon replicating the issue at hand.
If you are unsure how to get those, please see the instructions below.
Browser console logs
The browser console logs can be obtained by accessing the developer tools of the browser that you use.
On Windows machines, the developer tools can be accessed by pressing on F12 button on the keyboard, or by right-clicking on the page and pressing the 'Inspect' option.
On MacOS, the developer tools can be accessed via View>Developer>Developer Tools, or by right-clicking on the page and pressing the 'Inspect' option.
Once the Inspect was selected, the developer tools will be open, please switch to the Console tab, save the logs, and attach them to your reply.
Please also see the short video below featuring the instructions
Network/Traffic logs
Network or Traffic logs can be collected via developer tools as well. Please note that those logs have to be collected upon replicating the issue at hand while having the network tab opened.
To collect the logs, please see the instructions below.
On Windows machines, the developer tools can be accessed by pressing on F12 button on the keyboard, or by right-clicking on the page and pressing the 'Inspect' option.
On MacOS, the developer tools can be accessed via View>Developer>Developer Tools, or by right-clicking on the page and pressing the 'Inspect' option.
Once Inspect was selected, and the developer tools are opened, please switch to the network tab and replicate the issue, press on 'Export .har' afterward.
Please see a short video on how to access the network tab & export logs (note that logs were not recorded on the video as this a reference sample)