Trainer Troubleshooting: An Introduction to the Crucial Learning Help Center

When you’re prepping to facilitate a Crucial Learning course and have questions, where do you turn? The first stop should always be the Crucial Learning Help Center, located at https://help.cruciallearning.com.

We’ve filled the Help Center with Q&As categorized by audience (learners, trainers, or course/learning managers) and then topic. For instance, the trainer categories are virtual courses and materials, ebooks, Trainer Zone, and VIP.

If your question can’t be answered by an article, then you can request individualized support by filling out the request form at the Help Center, and a Crucial Learning team member will get back to you within one business day.

Below we’ve rounded up several of the most frequent help requests we get from certified trainers. We hope these will help you with your troubleshooting.

1. I have a training coming up soon. What do I need to do?

Make sure you have VIP ready to go at least one week prior to your training session! You’ll want to ensure you have the correct course installed and that everything is running as expected. VIP is a large download, and it could cause delays if you wait until the day of your training to download and test it.

As you prepare for your training, we also recommend you review these documents found in Trainer Zone:

2. My IT department has questions about downloading VIP. Who should I contact?

You can share information with your IT department by visiting Trainer Zone’s VIP Install page. Within the VIP for Windows and VIP for Mac sections, there’s a link to the VIP User Guide—you can download this PDF guide and share it with your IT department.

If your team still has questions, then you (or your IT team directly) can submit those questions via a request form at https://help.cruciallearning.com.

3. I don’t have enough virtual learner licenses. What should I do?

Any questions regarding purchasing should go to your Crucial Learning client success specialist or senior client advisor. We recommend checking your learner license count at least a week prior to your session so you can purchase more learner licenses if needed. Not sure who your client success specialist or senior client advisor is? Reach out via the request form at https://help.cruciallearning.com, and we’ll connect you with them!

4. My password reset request for Trainer Zone is not working. What should I do?

If you haven’t received your password reset email, there’s a good chance it’s getting held up by email filters on the receiving end. You can troubleshoot any barriers with three simple steps:

Check your spam or junk folders for an email from help@cruciallearning.com.
Check any quarantined email filters.
Add CrucialLearning.com to your list of trusted senders. You may need to reach out to your IT department to have them do this.

If you still are not receiving emails from us, fill out a request form at https://help.cruciallearning.com.

5. I’ve reached out to the Help Desk, and I haven’t heard back yet. Or, I didn’t get ebook/webinar/newsletter I requested. What should I do?

If you are experiencing difficulty receiving any emails from Crucial Learning, there’s a good chance it’s getting held up by email filters on the receiving end. You can troubleshoot any barriers with three simple steps:

Check your spam or junk folders for an email from Trainer Zone at help@cruciallearning.com.
Check any quarantined email filters.
Add CrucialLearning.com to your list of trusted senders. You may need to reach out to your IT department to have them do this.

If you still are not receiving emails from us, fill out a request form at https://help.cruciallearning.com.

6. How do I log last year’s trainings in Lives Impacted?

Trainers can only log current-year trainings themselves into Lives Impacted. For any trainings that happened before January 1 of the current year, you’ll need to visit Help Center at https://help.cruciallearning.com and fill out the request form. Be sure to include the course name, learning format, course start date, and number of learners.

Please note that trainings from previous years won’t count toward the Lives Impacted program, which locks in trainers’ statuses with what’s logged at the end of the year.

7. Where can I find, print, and share my trainer certificate?

Log in to Trainer Zone, click on the person icon in the upper-right corner, and select My Profile. You’ll see links for all the courses in which you’re certified in the Certificates & Agreements section. Click on the link, and it’ll take you to a personalized website with your certificate and social badge.

If you want to print your certificate and/or save as a PDF, use the sharing tool button labeled Print on the far right under the social badge. Be sure to adjust the print settings to remove the webpage header and adjust the certificate to landscape instead of portrait. You can also share the badge straight to social media using the platform-specific sharing tools below the social badge.

8. How can I help my learners access prework through a ZIP file?

If learners are reporting that they are unable to access the prework files downloaded from the Crucial Learning Platform, check that the learner has unzipped the files before attempting to access them.

Mac computers will automatically unzip files when clicked.

For Windows computers, single-click on the file name in the Downloads folder, then click Extract at the top of the window. Finally, click Extract all, then follow the prompts to unzip and place the new file. Be sure to access the new unzipped file once it’s there.

Still having issues? Fill out a request form at https://help.cruciallearning.com.

Jorden Sweeney, manager of technical customer support, coauthored this article with Jami Kapral, senior manager, trainer support. The two combined have more than 20 years of experience in education, training, and learning development.