FAQs
Q:
The course and/or test will not load and I get a screen that says “Sorry, an error occurred while processing your request”.
A:
This usually indicates your browser’s Internet History cache or queue is full or cannot accept any more uploads into your system. Just delete your Internet History (look in your browser’s “Settings” or “Options” menu to find out how to delete your downloads, cookies and other files you had accessed in the past). Another thing you may try, is to make sure the URL you are logging in at is www.healthtrainu.com and not www.medesource.com.
Q:
My company set me up in HealthTrainU, but I have not received an email from the HealthTrainU system yet, what do I do?
A:
First check your Spam or Junk folders in your email system. HealthTrainU new student emails come from a “no-reply” email address, and some systems view that as a security threat and either don’t deliver it, or deliver it directly to your Spam or Junk folder. If you still don’t have it, call HealthTrainU to have them resend it.
Q:
My password isn’t working, what do I do?
A:
HealthTrainU passwords are case-sensitive—enter it just as it was set and confirmed when you initially entered it. If it still doesn’t work, check your login name – it is 4 letters followed by 4 numbers (example: LLLL####).
Q:
I set my password but it doesn’t work.
A:
HealthTrainU passwords cannot have characters or symbols (!#@%$&) in them. While it works sometimes with some browsers, it’s good to stick to letters and numbers in your password.
Q:
I forgot my password and clicked on the “I forgot my password” link in the login page, and I put in my email address, but I’m not getting a reply.
A:
That is because you are using a different email address than what is represented in the HealthTrainU system. The system’s security rules will not allow a reply to go out to a different email address without changing that address in the system first.
Q:
What do I do if I forgot my password and the system says I have a “Duplicate Email”.
A:
That means the email address in the system is different than the one you are trying to get the new password email sent to. This is a security measure—try your company email or the email address you originally used when you were set up in the HealthTrainU system.
Q:
What do I do if I received the password reset email, but it says the “token has expired”.
A:
For security reasons, the password email from HealthTrainU is only active for seven (7) days before a new token has to be resent. Ask for the token to be resent.
Q:
Can I print off the course and test?
A:
You can, and are encouraged to print off the course and Preview/Review sheets. They are available as Adobe .pdf files. The system does not allow for you to print off the test.
Q:
What can I do if the video is not playing?
A:
You may want to give the video time to stream. This may take up to a minute depending on your Internet connection speed.
Q:
What happens if I fail or want to retake a test?
A:
You have three additional retakes to attempt to pass. By taking the test again, your previous score will be deleted! If you need more tests than four, contact HealthTrainU (email directly from the HealthTrainU home page) to enter more tests for that course into the system.
Q:
After I failed a test, I retook the test, but it gave me a score of “0”, shut me out of that test and returned me to the login screen.
A:
After you fail a test, the system needs time to reset. If you went in immediately, the system will do this. If you give the system about an hour (in which time you can study what you had missed), the system will have reset.
Q:
Will I get a certificate when I am finished with my course?
A:
By clicking the “Print Certificate” button after successfully completing your assessment, you can print to the local printer your computer is connected to. Your certificate will also automatically be emailed to the you.
