Support

Top Questions for Learners

Encounter an issue with your Courses?

Select the Issue:

 


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

    • Your previous courses weren’t imported correctly into Vision.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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My course progress has disappeared / I was kicked out of my course.

There are two possible causes:

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

If your course progress has disappeared or you’re getting a ‘Not Authorized’ error:

  1. Make a note of the course name. If possible, include your progress at the moment it kicked you out as well as the time it occurred.
  2. Call us at (866) 472-2344 (Mon-Fri 8:00 am - 7:00 pm EST) or submit a Support Ticket.

Cause Two: Your training administrator enrolled you in a new version of the course.

  • This means a new and improved version of the course is replacing the old version.
  • Typically, you would’ve received communication about the new version being released.
  • This communication would’ve included a course completion date for you to avoid having to “start over” in the new version.
  • Contact your Training Administrator to determine if this is the cause of your issue.

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 completed a course but it is not showing as completed.

Vision courses require ALL content to be completed before they show as Completed.

Here are three simple tips:

  1. After you verify the following items, a course should show as Completed on your transcript records:
    • All short courses have been viewed (each indicated by a purple dot).
    • All quizzes and/or Knowledge Challenge answers have been saved and submitted.
    • The course progress bar at the top of the page reflects 100%.
  2. Click through and complete each short course within the course.
  3. Track your progress from the Table of Contents by checking for a purple dot to the left of each short course you’ve reviewed. Also, you will see Completed to the right to each short course that you’ve completed.  
    • Note: The purple dot only indicates that you’ve viewed a short course. Make sure you complete the quiz and/or Knowledge Challenge for each short course that has one, or the course will not complete.
  4. View the Table of Contents bar for the course completion percentage. If it’s less than 100%, there’s still more of the course to complete.

Note: Prior to exiting a course that’s still ‘in progress’, click Exit Short Course, to save your course progress.

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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A course I completed reappeared in my Assignment list?

  • Check the due date of the assignment. It’s possible that your administrator set the courses that are due in the next calendar year to be auto-added to your Assignments list.

 

  • For example, if you complete a course and then it reappears in your Assignments list, you can see in the ‘Due By‘ column that the course isn’t due until the next calendar year. Your administrator has set your account to automatically display the same course if you’re required to take it multiple years in a row.

 

  • If you’ve confirmed that all the course content has been completed, but the course still shows as In Progress, 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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General Questions

Select the Issue:

 


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

Your administrator determines if the ‘Facebook’ widget displays on your Learning Center home page.

  • In the ‘Facebook’ widget, it’s likely to show either Grace Hill’s Facebook feed or your organization’s Facebook feed – depending on how your administrator set up the widget.
  • To interact with the widget you must sign in to your personal Facebook account in the same browser.
    • After you log in to your Facebook account, you can like and share the posts that you want.
    • Note: We recommend that you consult your organization’s policy on accessing Facebook during working hours.

 

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

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How do I view announcements?

Your administrator determines if the ‘Announcements’ widget displays on your Learning Center home page.

  • In the ‘Announcements’ widget, the announcements will display with the most current announcement at the top of the list.
  • To view older announcements, click View All Announcements. The ‘Announcements’ page will display a list of all the announcements sorted by date.

 

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

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How do I view my organization’s custom resources?

Your administrator determines if the ‘Resources’ widget displays on your Learning Center home page.

  • In the ‘Resources’ widget, you can access Grace Hill resources as well as custom resources for your organization such as commonly referenced forms, policies, procedures, and videos. 
  • The resources can display as individual items or they can be organized in folders.
  • Note: In the ‘Resources’ widget, we’ve added the ‘Grace Hill System Orientation’ folder by default. The folder contains the ‘Grace Hill Learner Orientation’ video for new Vision learners to view.

To view a resource:

  1. On your Learning Center home page, click the three (3) dots in the upper-right corner of the ‘Resources’ widget and select Go to Resources. Or, click the resource title within the widget.
  2. The ‘Resources’ page displays the resource sections and their resource items. Click a resource item to view it.
  • Note: The resources are for viewing only. So, after they’re viewed, they won’t be included in learners’ transcripts. 

Questions?

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

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How do I use and print the Calendar of Events?

Your administrator determines if the ‘Calendar of Events’ widget displays on your Learning Center home page.

  • In the ‘Calendar of Events’ widget, you can view your upcoming Vision course assignments and events. You can also add your own events with reminders.
  • To view the ‘Calendar of Events, click the three (3) vertical dots in the top-right corner of the widget and select Go to Calendar.

  • By default, the following scheduled calendar events will display:
    • My Learning Path Assignments -- An event will display in blue on the day a course assignment is due.
    • Instructor Led Training -- When an ILT session is scheduled and marked to display in the Library, it will display in teal with the Start Date and End Date specified.
    • Grace Hill Events -- Grace Hill will post events onto all clients’ calendars from time to time announcing important upcoming events that display in red.
    • Company Events -- Administrators can create custom events such as company meetings, due dates, and anniversaries to display on the calendar in yellow
  • Use the arrows in the top-right corner of the widget box to go to a previous month or upcoming month of the calendar.

To create a personal event on your calendar:

  1. On the ‘Calendar of Events, in the top-right corner of the widget, click Create Event
  2. In the pop-up window, enter the information for your event:
    • Add Title --  Enter a title for your event.
    • Date and Time -- Click on the dates and times to set them. If the event will last all day, you can skip this step and select the ‘All Day’ checkbox described below. 
    • All Day -- Select if the event will last all day.
    • Search Locations -- If the event will be at a specific location, click inside this field and enter the address of the location. Matching addresses will display. Click on an address to select it. 
    • Add Description -- Enter a description for your event. This information will display when you hover over the event on the calendar.
  3. Click Create. The event will be posted to the calendar and will display in green. It will be visible only to the learner that created it. 

You can export the ‘Calendar of Events’ as a URL if you need to export data to an external calendar, or as a .ics file (the standard format for iCalendar information) to be added to a personal calendar in Google, Outlook, or another calendar provider.

To export the ‘Calendar of Events’:

  • On the ‘Calendar of Events’, in the top-right corner of the widget, click the Export icon, or click Export Calendars next to ‘Training Calendars’.

 

  1. The ‘Export Calendar’ pop-up window displays and defaults to export ‘All Training Calendars’. If you don’t want to export all calendars, click the drop-down arrow and select to export one of the following calendars: My Learning Path Assignments, Instructor Led Training, or Grace Hill Events. 
  2. You can export calendars by either copying the provided URL or download an .ics formatted file.
    • By URL -- Provides a subscription feed from the ‘Calendar of Events’ to an external calendar on a go-forward basis. That means any overdue assignments won’t display on your external calendar.
      • Copy and paste the provided URL into any external calendar application to subscribe to events on the selected calendar(s).
      • Log in to your external calendar application and follow its recommended steps for adding a new calendar from a URL.
      • As you add, revise, or delete events on the ‘Calendar of Events’, your external calendar will update automatically based on the feed activity.
    • By File -- Provides a one-time feed from the ‘Calendar of Events’ to an external calendar.
      • Click the Download .ics option and the calendar file will display in the bottom-left corner of the pop-up window.
      • Click the drop-down arrow and select Show in folder.
      • A pop-up window displays with the ‘iCalendar File’ under your Downloads folder.
      • Log in to your external calendar application and follow its recommended steps for importing a new calendar from a file.
      • Since this is a one-time feed option, your future additions, revisions, and deletions on the ‘Calendar of Events’ won’t update on your external calendar.  

 

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

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How do I clear my cache, cookies, and/or browser history?

That depends on the type of computer you have and the browser you’re using.

Here’s a helpful resource to inform and guide you step-by-step.  

 

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

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Getting Started

Original question: Getting Started

Revision: See below...  

Select the Issue:


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?

 

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

 
Can’t find what you’re looking for?

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How should a learner contact Grace Hill?

 

How do I contact Grace Hill?

You may contact us by:

 

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Questions about your course?

Select the Issue:

 


I would like to add a course to my account.

To add a course to your ‘My Courses’ list:

  1. In the Learning Center, on the left navbar, click Learn.
  2. Click Library. You’ll land on the ‘All Courses’ tab by default. 
  3. On the ‘All Courses’ tab, click Online Courses to view a list of all available courses in alphabetical order. If you can’t find the course title you’re looking for in the ‘Online Courses’ section, click the ‘My Items’ tab to see if the course has already been added to your account.
    Note: If you already know the title of a course you want to take, you can type it in the ‘Search Library’ field in the top-right corner of the page.
  4. When you find the course you want, click Add To My Courses.

Now you can access the course in your ‘My Courses’ list located on the ‘My Items’ tab in the Library. 

(Embedded video displays here) (The video can be either updated or removed)

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

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

Note: Not every course contains a workbook. Also, the steps shown in the procedure below might not apply to custom courses created by your organization.

To access a course workbook:

  1. In the Learning Center, on the left navbar, click Learn
  2. Click Library. You’ll land in the ‘All Courses’ tab by default.
  3. Click the My Items tab. Your ‘My Courses’ list displays.
  4. Find the course with the workbook you want. 
  5. Click to either Start or Resume the course. You’ll land on the ‘Table of Contents’ tab by default.
  6. Click the Resources tab. The course’s Resources list displays.
  7. In the Resources list, click Start next to the workbook you want.
  8. The workbook will display as a PDF. 

Note: Click to download the workbook. Click to print the workbook.

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

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How do I change the language in my course?

Most courses in Vision are offered in both English and Spanish.

If you’ve already started a course but want to change the language selection, 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 can I retake a quiz after failing/ poor performance? 

Course quizzes can be taken only once:

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

Note: You cannot retake a quiz until you complete the entire course. If you didn’t pass the course due to failing/poor performance of quizzes, ensure that you have completed the entire course and then you can retake the course. If you retake the course, you’ll have another chance to successfully complete the required quizzes towards passing the course.

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 retake a course?

First, you’ll need to determine whether the course is located on your ‘Learning Path Assignments’ page or in your ‘My Courses’ list.

In either case, you’ll have to first complete your existing course attempt.

To retake a course that’s on the ‘Learning Path Assignments’ page:

  1. In the Learning Center, on the left navbar, click Learn
  2. Click Assignments. The ‘Learning Path Assignments’ page displays.
  3. Find the course you want to retake and click Start.
  4. A new course attempt will be created. 

To retake a course that’s in yourMy Courses’ list:

  1. In the Learning Center, on the left navbar, click Learn
  2. Click Library. You’ll land in the ‘All Courses’ tab by default.
  3. Click the My Items tab. Your ‘My Courses’ list displays.
  4. Find the course you want to retake and click Start.
  5. A new course attempt will be created.

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 enroll in an ILT? 

There are two ways to enroll in instructor-led training (ILT):

  1. With an assignment
  2. Without an assignment.

With an Assignment

If you’ve been assigned to an ILT session, that means you’re already enrolled in the session. 

To access an ILT session on your ‘Learning Path Assignments’ page:

  1. In the Learning Center, on the left navbar, click Learn.
  2. Click Assignments. The ‘Learning Path Assignments’ page displays.
  3. Find the ILT session you want to attend and click Start.

If the ‘Learning Path Assignments’ widget is available on your Learning Center home page, the ILT assignment will display in the widget. 

To access an ILT session from the ‘Learning Path Assignments’ widget:

  1. On the Learning Center home page, go to the ‘Learning Path Assignments’ widget.
  2. Find the ILT session and click Start.

Without an Assignment

If you haven’t been assigned to an ILT session, you can search for and self-enroll in available ILT sessions.

To self-enroll in an ILT session in the Library:

  1. In the Learning Center, on the left navbar, click Learn.
  2. Click Library. You’ll land on the ‘All Courses’ tab by default. 
  3. You can view available ILT sessions according to each session type in the ‘Webinars’, ‘Virtual Classrooms’, and ‘In-Person’ lists.
    Note: if you already know the title of the ILT session you want to attend, you can type it in the ‘Search Library’ field in the top-right corner of the page.
  4. When you find the ILT session you want, click Add To My Courses.

If the ‘Upcoming Instructor-Led Training’ widget is available on your Learning Center home page, you can self-enroll in an ILT session from the widget.

To self-enroll in an ILT session from the ‘Upcoming Instructor-Led Training’ widget:

  1. On the Learning Center home page, go to the ‘Upcoming Instructor-Led Training’ widget.
  2. In the Search field, type the title of the ILT class you want. You can optionally click the drop-down arrow to the right of the ‘Search’ field to sort the search results according to a specific ILT session type such as ‘In-Person’.
  3. The available upcoming ILT sessions will be listed in order by date, from newest to oldest with an ‘Enroll’ button next to them.
  4. Find the ILT session you want to attend and click Enroll.

You’ll be enrolled in the ILT session and it will display on the ‘My Items’ tab in the Library.

Questions? Contact us by:

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How can I take a course that is not assigned to me through the library? 

You can search for courses and self-enroll in them within the Library. 

Questions? Contact us by:

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Do I have to do anything special to complete my "Sexual Harassment - California Supervisor Version" course?

Yes. State law requires California employers to provide supervisory employees with two hours of interactive sexual harassment training and education every two years (CAGovt. Code Sec. 12950.1). For that reason, there’s a timer in this course that times the training in order to meet the requirement. You must spend two continuous hours in the course before the completion will mark on your transcript – even if it doesn’t take you that long to complete the course.

If the course was assigned to you, it’ll be located on your ‘Learning Path Assignments’ page. If you assigned the course to yourself, you can find it in the Library on your ‘My Items’ tab.

Questions? Contact us by:

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What is the passing grade for a course?

Courses have default scores set by your training administrator.

To view the passing score for a course:

  1. In the Learning Center, on the left navbar, click Learn.
  2. Click Library. You’ll land on the ‘All Courses’ tab by default.
  3. Click the My Items tab.
  4. In your ‘My Courses’ list, find the course. Below the course title, the passing grade for the course will display.

Questions? Contact us by:

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Top Questions for Administrators

General Questions

Select the Issue:

 


What site should my employees use to login?

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

  1. The format is https://www.gracehillvision.com/ and your company's unique identifier.
    • For Example: https://www.gracehillvision.com/companyName
  2. If you are unsure of your company's unique identifier, contact us at:

 

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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:

  1. Log into VisionX through your company's URL.
  2. Within the Admin Console, click on Applications in the top right of the screen.
  3. Select Learning Center to access VisionX.
  4. Go to My Library,
    • Select the Online Courses tab.
    • Click on the course you wish to add.
  5. 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. Click here to determine the right steps for you.

For further information please contact us at:

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How should a learning administrator contact Grace Hill?

 


How do I contact Grace Hill?

You may contact us by:

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Questions about the Admin Console?

Select the Issue:

 


Setting up my reports.

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

  1. Go to the Admin Console, and click on the Client Resource Center icon.
  2. Scroll down to the User Guides section.
  3. 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.
  4. If the documents do not address your questions, please contact us at:

 

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

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

  1. If you have not done so already, review the steps in setting up my reports to ensure your reports are properly setup.
  2. If the errors persist, please contact contact us at:

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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:

  1. Go to the Data Manager, and select the Employees tab.
  2. Click on the row containing the specific user account you wish to inactivate.
  3. The Employee Details screen will display.
    • Change the employee's status to Inactive.
  4. 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:

  1. Go to Applications and select Data Manager.
  2. Click on Employee Tab.
  3. Click on Merge Employees.
  4. Select the accounts you would like to merge.
  5. Click on Merge These Employees.
  6. Select the account you want to merge the employees into.
  7. Click on Finish Merge.

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Updating employee roles

Select the Issue:

 


How do I change my employee's role?

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

  1. Click on Assignments.
  2. Locate the desired employee, and click on their name.
  3. In the Employee Information section, you can choose both Organizational and Learning Management roles.
  4. Once done, click Save Changes.
  5. 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.

 

The Client Resource Center also contains further information on Roles and Permission.

  1. Click on the Resource Center icon in the Admin Console
  2. Locate the Setup Tools section.
  3. Click on the link for Roles and Permissions.

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Current Customer Support

If your questions cannot be answered on our Support website, feel free to send us a message so we can better serve you.

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