Fix a Lesson, Video, Workbook, or Progress Problem

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.

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 an exam is in progress, report the error promptly rather than repeatedly restarting or submitting it.

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 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

If a download option is provided, try opening the downloaded file in your device's PDF viewer. If the viewer stays on a processing message, the file is blank, or no download is available, contact TSRE with the course and file title. Include a screenshot so Support can identify the exact material and check the file.

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, 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.