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Troubleshooting

Find answers to common issues with Virtual Smoke School.

Select a topic below to view step-by-step instructions.

Need help fast?

Start with the issue that best matches your problem. If you still need help, contact our support team.

Most common cause: the trainee has not been assigned to the registration yet.

In many cases, the registration was completed successfully, but the trainee information was never entered into the dashboard.

After registering, the contact person should receive a confirmation email with:

  • dashboard login instructions
  • their username and password
  • steps for assigning the trainee

Step 1

Log in to your dashboard using the username and password from the confirmation email.

Step 2

Open the registration and assign the trainee’s first name, last name, and email address. Once saved, the trainee should be able to log in to the headset and begin the field test.

Longer email addresses may not fit in the headset login field (over 30 characters). If your email address is longer than this, please consider using a shorter personal email address.

If this does not work for you, please contact support here.

After logging into the dashboard, find the registration you want to use and complete the trainee assignment fields.

First Name
Last Name
Email Address

Once this information is saved, the trainee can begin the lecture or headset certification.

Simply visit this URL to recover your username and PIN: Recover PIN

Please check the following:

  • your spam or junk folder
  • that the registration email address was entered correctly
  • that your company email system did not block the message

If you still do not see it, contact support here and we can resend the information.

Please confirm the following:

  • the trainee's first name, last name, and email address were saved correctly
  • the correct login credentials are being used

If everything looks correct and the issue continues, please contact support here.

Still need help?

If you are still having trouble, please contact us and we will be happy to help.

Contact Support