Fix a Lesson, Video, Workbook, or Progress Problem

Having a technical problem with your course? If you can sign in but a lesson is blank, a video will not play, a workbook will not open, or completed work is not showing, use the steps below. If the entire course is missing, start with missing-course help instead.

Jump to: App stuck · Video or sound · Workbook or PDF · Progress or locked lesson

Before refreshing or switching devices

Save or submit your work using the course's controls when available. Note the course, lesson title, time, and exact message, and take a screenshot. If a final exam is in progress, report the error promptly before refreshing, switching devices, or starting another attempt. See final-exam access help.

An exam already in progress continues; its timer does not pause. A technical issue must be clearly described, with screenshots if needed, so TSRE can review and approve any reset. Call the office at (813) 333-2676 for urgent help and follow the exam reset-request instructions.

If a lesson or activity is blank or stuck

1. Check that your internet connection is working and that you are in the correct course.
2. Close duplicate course tabs. Close the app or website on your previous device before switching; TSRE permits one active device session.
3. If the problem occurs in the TSRE app, open the same Learn course in a current supported browser at learn.at.tsre.us. LEAPOnline courses must be opened in their own browser portal.
4. After saving your work, reload the affected lesson. If it still does not open, try another supported browser.
5. If a required course window or download is blocked, allow that specific course window or file and try again.

For supported devices, see TSRE Learn requirements or LEAPOnline requirements. Do not keep repeating the same activity if it consistently fails.

If the TSRE app is stuck: continue in a web browser

Use these steps if a lesson freezes, a knowledge check shows zero questions, or a button will not respond in the app. An activity can work in the browser even when it does not work in the app.

1. Record the problem. Note the course, lesson or knowledge-check name, and exact message. If a final exam is underway, contact Support before refreshing, switching devices, or starting another attempt.
2. Let your work synchronize. Connect to the internet and save your work where the course provides a save control. Then close the TSRE app and any duplicate course tabs.
3. Open a supported browser and go to learn.at.tsre.us. Select LOGIN.
4. Use your existing Learn account. Enter the same student email and Learn password you use in the app. If needed, select the password link under Forgot your password? and follow password-reset help.
5. Open the same course and activity. Check your saved progress before continuing. If the browser works, you can continue there; tell Support that the issue happens in the app.
6. If both fail, stop repeating the activity. Submit the course and activity names, the error, and what happened in each version so Support can check the content and account.

Creating another account or buying the course again will not repair an app activity. LEAPOnline self-guided courses use the LEAPOnline browser portal and do not open inside the TSRE app.

The Learn browser sign-in screen:

Use your existing student account. The online store and Support Center may use different passwords.

If a video has no sound or will not play

Check the video player's mute and volume controls, your device volume, and the selected speaker or headphone output. Try a short video elsewhere to check the connection and audio, then reopen the course video in a supported browser. Tell Support whether the problem affects one lesson or every video.

If a workbook or PDF will not open

1. Open the material from its course. Note the exact workbook or file title so you can identify the correct version.
2. If you are using the app, try the same material in a supported browser. Use the app-to-browser steps above for Learn courses. Use the LEAPOnline portal for LEAPOnline materials.
3. Look for a download option supplied with the file. If one is available, download the PDF and open it in your device's PDF viewer. The location and appearance of this control depend on the viewer.
4. If the browser blocks the download or new window, allow that specific course file or window, then try again.
5. Check the saved file. Find it in your browser's Downloads list or your device's Downloads location. Open it and confirm that the title and pages match the material you need. Once open, use the PDF viewer's print option if you need a paper copy.
6. If you still see “File is under processing,” a blank page, or no download option, contact TSRE. Include the course, file title, page address, exact message, and a screenshot. Ask Support to check the file and provide an accessible copy or corrected link when available.

A file that remains on a processing message needs a content check; repeatedly reopening it may not help. If you need the material for today's class or exam, include the date and start time and call or text (813) 333-2676.

If progress is not showing or the next lesson is locked

1. Review the lesson instructions and confirm that you completed its required activity, knowledge check, or submission.
2. If you used downloaded app content, reconnect to the internet so progress can synchronize.
3. After saving, close the previous session and reopen the course in the correct account.
4. If the same lesson still appears incomplete, contact Support before repeating substantial work or creating another account.

Opening or watching a lesson may not complete every requirement attached to it. Support can review what is recorded and explain the next step; a support request does not itself mark a course complete.

Send details that help us locate the problem

Include your registration email, course name, lesson or file title, portal address, device, browser or app version, whether the issue also happens in a browser, the time of the problem, and the steps you tried. Attach a screenshot with unrelated personal information hidden. If a class or completion deadline is approaching, give its date and time. Never send your password.

Submit a support request, or call or text (813) 333-2676. Reply to the existing support email if you already reported the same problem.