Support

My past courses from Vision are not showing up in "My Achievements."

Your previous courses should have been imported into VisionX.

If your previous courses were not imported correctly, please contact us so we can look into the issue. We will not be able to correct the issue immediately, but will prioritize your request for resolution.

Contact us with the specific course(s):
- Phone: (866) 472-2344, Mon-Fri 8:00 am-7:00 pm EST
- Click Here to Submit a Support Ticket

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My course progress has disappeared / I was kicked out of my course.

There are two possibilities for this issue:

Possibility One: A known technical issue dealing with course completion.

Please follow these steps if your progress in a course has disappeared or you are getting a Not Authorized error:

Make a note of the course name.
- If possible, also include your progress when it kicked you out and the time at which this occurred.
Contact the Technical Help desk to inform us of the issue:
- Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
- Click Here to Submit a Support Ticket

Possibility Two: You have been enrolled into a new version of your course by your training administrator.

This means a new and improved version of the course is replacing the old version.
Typically, you would have received a communication leading up to the new version being released.
This communication should have included a date that you must complete the course by in order to not have to "start over" in the new version.
Contact your Training Administrator to determine if this is the cause of your course progress disappearing or being kicked out of your course.

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I thought I completed a course but it is not showing as completed?

Vision courses require that ALL the content be accessed before counting as complete:

Three simple tips:

Once all of the items below have been finished, the course should complete and be reflected on the transcript records:
- All modules have been viewed with green check marks
- All quiz and/or Knowledge Challenge answers have been saved and submitted.
- Course progress bar at the top of the page reflects 100%.
Ensure you click through and complete each module within the course.
Track your progress from the Table of Contents to see where the green check marks are for the modules you have reviewed.
- Note: The green check mark only reflects that you have viewed the module. However make sure that you have completed the quiz and/or Knowledge Challenge for each module, if applicable, or the course will not complete.
Review the Table of Content bar for course completion percentage. If less than 100%, there’s still more of the course to complete.

Note: Prior to exiting your course while still ‘in progress’, make sure to click the Table of Contents, as this will save your progress for the modules you have completed.

Questions? Contact Us by:

- - Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
  - Click Here to Submit a Support Ticket

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Why is the course I completed showing up again in my Assignment list?

If you select and take your courses through the 'My Assignment' list and once completed they re-appear in your Assignment list:

Please check the due date of the assignment: It is possible that your Company has set your courses due in the next calendar year to be auto-added to your list:

For instance, if you fully completed 'Drug-Free Workplace' and it appears in your 'My Assignments' list as per above, you can see the 'Due By' column lists that the course is not due until 2/21/2018. You Company has simply set your account to automatically display the same course if you are required to take it multiple years in a row.
If you have confirmed that all the content has been completed, but the course still shows as In Progress, Contact us so we can look into your issues:
- Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
- Click Here to Submit a Support Ticket

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How do I use the Facebook widget from my learning center?

The following videos demonstrate how you can add a course from My Library into your account.

Your administrator may or may not have chosen to display the Facebook widget in your learning center.

If it is displayed for you, it may show Grace Hill’s Facebook page or your company’s Facebook page - depending on how the administrator has the widget set up.
To interact with the widget you must be signed into your personal Facebook account in the same browser.
- (See your company’s policy on accessing Facebook during working hours.)
- Once logged in to your Facebook page you can then like and share the page and posts as desired.

Questions? Contact us by:

- - Phone: (866) 472-2344, Mon-Fri 8:00 am-7:00 pm EST
  - Click Here to Submit a Support Ticket

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How do I view announcements?

From your Learning Center Dashboard, you will see the Announcements widget.
- The most current announcement is visible.
To view older announcements, click the Announcements title, the announcements page will open and reveal all announcements.

Questions? Contact us by:

- - Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
  - Click Here to Submit a Support Ticket

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How do I dismiss announcements?

Most courses in VisionX can be taken in both English and Spanish.

? From your Learning Center Home Page - scroll to the Announcements widget
? Locate the announcement you would like to dismiss
? Click the “X” located in the top right corner of the announcement

If you selected a language upon beginning your course and want to change the language selection, please contact us so we can make the change for you. We will not be able to correct the issue immediately but will prioritize your request for resolution.

Questions? Contact us by:

- - Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
  - Click Here to Submit a Support Ticket

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How to use My Resources?

Module Quizzes in a course can only be taken once:

From the Learning Center, navigate to the “My Resources” widget.
- The “My Resources” widget is where your training administrator can add resources such as documents, forms, videos, etc. for you to access as additional resources for your organization.
The resources can be individual links or grouped into folders.

Also, in the “My Resources” widget, Grace Hill has added a folder titled “VisionX Student Orientation Videos” that house the two learner videos that appear automatically when logging in for the first time for “VisionX Content Overview” and “VisionX Learner Orientation”.

To view a resource, click on the title of the resource to open.
You can also click on the “My Resources” title link to open the listing of all resources available in the widget. Each resource will appear as its own module.
- Note: These resources are only for viewing purposes and will not reflect on the transcript records after a learner has viewed a resource.
- Note: If you don’t have the “My Resources” widget in your Learning Center, please contact your system administrator.

Questions? Contact us by:

- - Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
  - Click Here to Submit a Support Ticket

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How to use or print the event calendar?

First, determine whether your course was in My Assignments or in My Book Bag.

In both cases, you will have to complete your existing attempt:

The course was in My Assignments:

Go to My Assignments.
Click on the course you want to retake.
A new attempt will be created.

The course was in My Book Bag:

Go to My Library.
Select your Bookbag, and locate the course.
Click the Remove button next to the course.
Select the Online Courses tab at the top, and locate the course.
Click on the Add button next to it.
A new attempt will be created.

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How to clear your cache, cookies and/or browser history.

First, determine whether your course was in My Assignments or in My Book Bag.

The answer to this depends on the type of computer you have and the browser you utilize. Determine the right steps for you.

Questions? Contact us by:

- - Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
  - Click Here to Submit a Support Ticket

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What browser should I use?

Google Chrome version 57 (or higher)
Mozilla Firefox version 47 (or higher)
Microsoft Edge version 17 (or higher)
Apple Safari versions (8 and 11)

You can also check out our Vision System Requirements Document, also accessible from the Vision login page.

Questions?

Call us at (866) 472-2344 (Mon-Fri 8:00 am - 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution.

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What software do I need?

Including an appropriate browser version, ensure that your system meets the following software requirements:

Adobe Acrobat Reader 2017 (or higher)
Flash version 27 (or higher)
Screen resolution of 1200 x 1080 pixels (or higher)
If Pop-Up Blockers are activated, those from visionlms.com must be allowed for courses to load
A soundcard and speakers/headphones are needed to hear the audio features of the courses

You can also check out our Vision System Requirements Document, also accessible from the Vision login page.

Questions?

Call us at (866) 472-2344 (Mon-Fri 8:00 am - 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution.

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How do I create an account on my organization’s Vision site?

In your browser, enter your organization’s Vision URL. (For example: gracehillvision.com/CompanyName)
If your organization offers an option for you to create your own account, the option will display underneath the password field.
Click Create an Account, and follow the prompts to create your own account.
Select the option and follow the prompts to create your own account.

Note: If you don’t see the option to create your own account, contact your training administrator. Many organizations only allow administrators to set up Vision accounts for their learners.

Questions?

Call us at (866) 472-2344 (Mon-Fri 8:00 am - 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution.

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Any firewall or proxy server information I should know?

If firewalls or other security devices are in place, please ensure traffic is allowed to and from the addresses below.

If your organization uses a proxy server, make sure the following domains are allowed as exceptions either client-side or on the proxy server itself. Any caching can cause erratic results and will seriously impact the employee’s training experience.

*.gracehill.com
*.visionlms.com
*.gracehillvision.com
*.ghscorm.com
*.vitalstream.com
*.docusign.com
*.youtube.com (required for Lunch & Learn Series)

You can also check out our Vision System Requirements Document, also accessible from the Vision login page.

Questions?

Call us at (866) 472-2344 (Mon-Fri 8:00 am - 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution.

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How do I ensure I receive Grace Hill emails?

Your organization must allow emails from the following domains and email addresses:

*.gracehill.com
*.gracehillvision.com
*.visionlms.com

You can also check out our Vision System Requirements Document, also accessible from the Vision login page.

Questions?

Call us at (866) 472-2344 (Mon-Fri 8:00 am - 7:00 pm EST) or submit a Support Ticket so we can prioritize your request for resolution.

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I would like to add a course to my account.

The following videos demonstrates how you can add a course from My Library into your account.

Please be advised that the content in My Library, and the appearance of VisionX may differ based on your company.

In addition, not every course offers a choice of Language. Certain courses are only offered in English.

If the course you are looking for does not show when you search Online Courses, check your Book Bag to confirm whether it has already been added to your account.

If you still have questions about adding courses, please Contact us:

- Phone: (866) 472-2344, Mon-Fri 8:00 am-7:00 pm EST
- Click Here to Submit a Support Ticket

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My course has a workbook. Where can I find it?

The following videos demonstrate how you can the workbook in a course.

Please be advised that not every course may contain a workbook and that the steps provided in the video may not apply to courses created by your company.

If you have any questions regarding the content of the video or locating your workbook, please Contact us:

- Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
- Click Here to Submit a Support Ticket

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How do I change the language in my course?

Most courses in VisionX can be taken in both English and Spanish.

Contact Us with the specific course and language desired:
- - - - Phone: (866) 472-2344, Mon-Fri 8:00 am-8:00 pm EST
      - Click Here to Submit a Support Ticket

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How can I retake a quiz after failing/ poor performance?

Module Quizzes in a course can only be taken once:

Each quiz is only worth a portion of the final mark.
Receiving a low grade in a quiz may not prevent you from passing, provided that you do well on the rest of the quizzes.
If the quiz causes you to fail, you can retake the course.

Reminder: You cannot retake a module quiz without completing the entire course. If you did not pass the course due to failing/poor performance of module quizzes, ensure that you have completed the entire course and then follow the instructions below to retake a course. By retaking the course you can have another chance to successfully complete the needed end of module quizzes towards passing.

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How do I retake a course?

First, determine whether your course was in My Assignments or in My Book Bag.

In both cases, you will have to complete your existing attempt:

The course was in My Assignments:

Go to My Assignments.
Click on the course you want to retake.
A new attempt will be created.

The course was in My Book Bag:

Go to My Library.
Select your Bookbag, and locate the course.
Click the Remove button next to the course.
Select the Online Courses tab at the top, and locate the course.
Click on the Add button next to it.
A new attempt will be created.

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What site should my employees use to login?

Your company has a unique URL through which your employees should be accessing Vision:

The format is https://www.gracehillvision.com/ and your company's unique identifier.
- For Example: https://www.gracehillvision.com/companyName
If you are unsure of your company's unique identifier, contact us at:
- Phone: (866) 472- 2344, Mon-Fri 8:00am-7:00pm EST
- Click Here to Submit a Support Ticket

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Can I sign up for courses / how do I sign up for courses?

As an admin, you can sign up for courses the same as any user. To do so:

Log into VisionX through your company's URL.
Within the Admin Console, Click on Applications in the top right of the screen.
Select Learning Center to access VisionX.
Go to My Library,
- Select the Online Courses tab.
- Click on the course you wish to add.
Click on your Bookbag, and select the course to access it.

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How to clear your cache, cookies and/or browser history.

The answer to this depends on the type of computer you have and the browser you utilize. Determine the right steps for you.

For further information please contact us at:

Phone: (886) 472-2344, Mon-Fri 9:00 am-8:00 pm EST
Click Here to Submit a Support Ticket

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Setting up my reports.

Please follow these steps to ensure that your reports are properly constructed:

Go to the Admin Console, and click on the Client Resource Center icon.
Scroll down to the User Guides section.
Click on the reporting files in the Managing Vision sub-section.
- Quick Reports: Provides a list of the types of quick reports that can be generated by the reporting tool.
- Admin Quick Reports: Contains a list of the types of quick reports that can only be generated for Admins.
- Dashboard: Provides a general walkthrough of how to use the Reporting tool, and the features offered.
- Distributions: Contains a walkthrough on how to setup Distribution lists to automatically send reports to specific employees.
- Creating and Managing Reports: Provides a walkthrough on how to create custom reports.
If the documents do not address your questions, please contact us at:
- Phone: (866) 472- 2344, Mon-Fri 9:00am-8:00pm EST
- Click Here to Submit a Support Ticket

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My report data is incorrect, out of date...

Please follow these steps if your reports are returning incorrect information:

If you have not done so already, review the steps in setting up my reports to ensure your reports are properly setup.
If the errors persist, please contact contact us at:
- Phone: (866) 472-2344, Mon-Fri 8:00am-7:00pm EST
- Click Here to Submit a Support Ticket

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Can I delete/remove an employee from our records?

Employees cannot be fully removed from the system, but their accounts can be inactivated:

Go to the Data Manager, and select the Employees tab.
Click on the row containing the specific user account you wish to inactivate.
The Employee Details screen will display.
1. Change the employee's Status to Inactive.
Click Submit Changes once all changes have been made.

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Can I merge duplicate accounts?

Duplicate accounts can be merged through the following steps:

Go to Applications and select Data Manager.
Click on Employee Tab.
Click on Merge Employees.
Select the accounts you would like to merge.
Click on Merge These Employees.
Select the account you want to merge the employees into.
Click on Finish Merge.

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How do I change my employee's role?

You can change an employee's role through the admin console:

Click on Assignments.
Locate the desired employee, and click on their name.
In the Employee Information section, you can choose both Organizational and Learning Management roles.
- further information on these roles can be found in What roles can I assign, and what does each one do?
Once done, click Save Changes.
Then close the pop-up.

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What roles can I assign, and what does each one do?

The roles are organized into two categories, Organizational and Learning Management:

Please note that employees can be assigned multiple roles from both categories.
Organizational Roles:
- Reporting - This role allows the employee to see and access Reporting from the admin console.
  - Their access will vary based on the other roles they've been assigned.
- Admin Console - This provides the highest level of permissions.
  - The employee will have access to all the data in the Admin Console.
  - It also provides Admin access in the Learning Center.
  - Reporting Access: They will be able to return data from all employees, based on the report they ran.
- Data Manager - Grants the employee access to the Data Manager.
  - This allows them to manage the company's Employees, Locations, and Positions by adding, removing, or editing the information.
Learning Management Roles:
- Manage Employees - Allows the user to see the My Employees tool in the learning center.
  - If they are a Group Leader, they will see all employees at their Locations in their Group.
  - Reporting Access: they will only be able to access Quick Reports, and will only see users from their current location.
- Instructor - Only available to Gold & Platinum clients.
  - The user will only be able to access the Instructor-Led Courses tab in the Admin Console, and the Learning Center.
  - Reporting Access: They will only be able to access Quick Reports, and will only see users from their current location.