Trouble-shooting guide for learners and prospective learners

This section covers common problems faced by non-admin users (learners and prospective learners) and their possible solutions. Admin users - please go to trouble-shooting guide for admin users.

You are advised not to use Internet Explorer. For smooth operation, use Firefox/Chrome/Safari/Edge or any other HTML5 compliant browser. Most problems are solved by logging out, closing all browser windows and re-logging in.

1. User Id specified by me is not getting accepted

    1. User Ids must have minimum 4 and maximum 20 characters and can comprise of alphabets a..z (small letters only, CAPITAL letters not permitted), digits 0..9 and characters _ . only. No other characters like ! @ # $ % ^ & * ( ) - = + are allowed.
    2. You must enter the correct 'Captcha' characters. Refresh for a new character set if required.

      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

2. Did not receive verification/activation email

    1. Check if you entered the correct email id while making your Quampus Id. To verify, try to sign in and the 'Activation pending...' page will mention the email id registered with the Quampus Id. Change your email id if required and resend the activation email.
    2. Check your spam folder.
    3. If you are using a company email service, ensure that emails from Quampus are not blocked by your administrator.
    4. Check your email settings.

      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

3. Link in activation email does not work

This problem occurs when you use an obsolete email. The activation email becomes obsolete when you use the 'Resend' button in the 'Activation pending' page multiple times triggering multiple activation emails.

    1. Look for the latest email related to your account activation.
    2. Click the activation link.

      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

4. Sign In page gives browser error

    1. Change the browser.
    2. If all browsers give you the same problem, then reset one of them and re-try.
    3. If the problem still persists, please reinstall one of the browsers and re-try.
    4. If using company network, ensure https://platform.quampus.com/ is not blocked by your network administrator.
    5. Check your anti-virus settings for web access blocks. If your antivirus has a place to put url exclusion, then please put https://platform.quampus.com/ in the exclusion list.
    6. Scan your system for malwares and remove them.

      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

5. Contents do not open when clicked

    1. Some contents required flash player. Install flash plug-in in the browser or update.
    2. Some contents required html5 capabilities. Ensure your browser is html5 capable.
    3. This could be a link to external content and the content file has been removed. Inform the Program Manager of the course.
    4. Log out, close all browser windows, and Re-log in.

      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

6. Server Error is displayed on clicking content icon or while accessing some pages

    1. This happens when your log-in session has ended because of long inaction. You may get a custom 'Server Error' page or a browser default page. This does not happen when you are accessing external content like You Tube videos etc.
    2. Re log-in and access the content or the page.

      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

7. Do not find my course list in the Learning Center

    1. Your courses may have expired. Each course has start and end date. Please check if the course end date has already passed.
    2. If your Program Manager has set an enrollment extension rule, but you are accessing the system after the original course duration has expired, then visit 'My Old Courses' page from under User icon and extend the enrollment for the course from there. This will make the course reappear in the Learning Center.
    3. You may have signed in with a Quampus Id which does not have your course enrollments. This problem is common for those who have created multiple Quampus Ids and have done the enrollment through one Quampus Id and are trying to access the course through another Quampus Id. To find out all Quampus Ids created by you, use Forgot Id or Password? link in the Sign In page.

      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

8. Cannot access content through my mobile/tab, but no problem accessing them from my laptop/desktop

    1. Some contents could be flash based and Android default browsers do not support flash. Similarly Apple devices also do not support flash playback.
    2. Try using Puffin or Dolphin or UC browser by downloading them from Google Play Store.
    3. For Apple devices, you must contact your course provider to make HTML5 content available.

      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

9. Video either does not play or perpetually displays the buffering sign

This problem can be due to any or both of the following reasons.

    1. Your internet connection could be slow at this time. Ensure nobody else or no other process is consuming most of your band-width at this instant. Also please check the actual band-width you are getting by visiting this site. You need at least 2Mbps dedicated band-width to get the minimum acceptable viewing experience. The more the band-width, the better.
    2. If you are accessing through your company network, ensure that specific file types like mp3, mp4 files are not prohibited by your IT department or network administrator. Also check if some of the video contents being streamed from popular sites like YouTube or Vimeo are also not prevented by your IT department or network administrator.
    3. To check if your company network is preventing access of certain kinds of file formats, access through your mobile phone without using the company's wifi connection.

      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

10. Packaged content perpetually displays the buffering sign

Packaged contents are slide presentations with or without audio and may contain quizzes. At times, the learner may not be able to proceed to next slide unless specific conditions get satisfied. We list here two possible reasons why you may encounter perpetual buffering in case of such contents and the recommended solutions:

  1. You are trying to access content from your work-place and your organization's network may not permit mp3 file access. In this case, request your network administrator to allow mp3 files to be un-blocked.
  2. There could be a temporary instability in your internet connection for a very short period during which the mp3 file streaming has encountered a difficulty and it is unable to restart the streaming automatically. This is to be handled by closing the content display window and restarting the content by choosing the bookmarked position.

    If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

11. Access is very slow despite having a very good internet bandwidth

This problem has been seen for some UAE residents and has been determined to be a problem related to the ISP. Irrespective of where you reside, if you are facing this issue, then using a VPN solution can solve it for you.

    1. Use Google Chrome browser.
    2. Enable UltraSurf (VPN) extension in Chrome which is available in chrome web store.
    3. Turn it on for quampus.com or the site through which you access this course.
      VPN Setup in Chrome


      If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

12. Video streaming is slow, frequent display of buffering sign even after selecting smallest frame rate

The recommended solution given below can be tried for videos being streamed through Vimeo while using Chrome browser.

First Step:

    1. Open Chrome Menu.
    2. Go to Settings -> Advanced -> System
    3. Turn off the button for 'Use hardware acceleration when available'.

Second Step:

While in the System menu

    1. Open proxy settings.
    2. Click LAN settings button under 'Connections' tab.
    3. Uncheck the box for 'Automatically detect settings' option.
    4. Click 'OK' button.

13. How do I enable Flash Player when using Chrome?

    1. Open Chrome Menu.
    2. Go to Settings -> Advanced -> Privacy and security -> Site settings -> Flash
    3. If the display is 'Block sites from running Flash' then switch on the toggle switch. The display will change to 'Ask first'.

14. Visiting the site after a long time, have forgotten my Id and Password

Welcome back. If you have forgotten either your Id or Password, then use the link below to recover the Id and/or reset the password.

Forgot Id or Password?

15. Did not receive password reset code in email box

    1. Please check the spam folder and to prevent this problem in future, add the Quampus email id to your safe sender list.
    2. Sometimes, the password reset code email from Quampus may have been delayed. Please wait for a minute or two.

16. Study Material section does not display syllabus and content

    1. Do not use Internet Explorer browser.
    2. Use Firefox/Chrome/Safari/Edge or any other HTML5 compliant browser.
    3. Log out, close all browser windows, and Re-log in, if you are already using the above mentioned HTML5 browsers.


    4. If all the above recommendations fail, register your query in customer care under 'Technical Problems' category or send email to support@quampus.com. When sending emails, please mention your user id if you have one and other contact details.

17. Unable to extend the enrollment period

If enrollment extension is permitted by the course provider, then you can extend your enrollment from the Learning Center. Enrollment extension may be free or priced at the discretion of the course provider. Please note that if your enrollment has expired, then enrollment extension facility is available only within a certain number of days of your enrollment expiry. In such a scenario, you will have to extend the enrollment by visiting old courses menu available in the pull-down menu of user icon.

Click here for the steps.

Otherwise, you may have to request your Program Manager to give you extension.

18. Enrollment Key received from the course provider does not work

This happens when you use the enrollment key meant for one course in another course.

Check that you are using the key for the course for which you have been given the key. Sometimes course names may be very similar, so the best way to check is to check the course code.

See also - Steps to enroll in a course