HMX HELP
Technical problems? Submit a problem report.
Suggestions for the course? Submit your feedback.
Course content questions? Navigate to the lesson where you have a question and post your question in the 'Ask a Question' forum.
FREQUENTLY ASKED QUESTIONS (FAQS)
I have a question about course content. For example, I do not understand part of a video or a quiz question. Where do I post my question?
Staff and other students will only be able to answer your questions if you post them in the right place. Be sure to post your questions for lesson content in the Ask a Question forum subsection for that lesson. Remember, you can always check ‘post anonymously’ to make a post that does not publicly list your name.
What are the technology requirements I must meet to participate?
The lessons require a modern browser - the latest Chrome, Safari, or Firefox should work well. A broadband internet connection is recommended to access the rich media in the program. If you’re unsure of what browser version you’re currently using, check WhatsMyBrowser.org for more information.
What do I do if I’m having trouble playing a video?
If you’re having problems with playback, we recommend the following troubleshooting methods:
First, verify that your device is up-to-date and falls within the supported viewing requirements:
- Our videos work best with current versions of Chrome, Safari, or Firefox.
- Newer Android phones (4.1 and up) and iOS devices, such as iPhones and iPads, work best for video. We have found the most consistent support on all iOS devices, and Android devices running version 2.2 or later.
- The minimum viable connection speed to stream video reliably is about 768 kilobits per second (equal to .768 megabits per second). We recommend a connection speed of at least 5 megabits per second for an optimal experience with HD capability.
Next, confirm you are accessing the site via onlinelearning.hms.harvard.edu by checking the URL in the address bar of your browser.
If you’re compliant with the supported viewing requirements but still having trouble, try:
- refreshing the page
- clearing your browser cache
- using a different browser
- using a different network connection
What do I do if my completion indicators (green checkmarks) aren't showing up?
Revisit the pages to ensure you have completed all of the course material (reading, watching videos, and attempting assessments). If you've completed all the course material in a section and the completion indicator is still not appearing, try these steps:
- clear the cache in your browser
- for videos: make sure that you are watching the video in its entirety (without leaving the page or skipping through the video)
- scroll to the bottom of the page
- refresh the page after reviewing
- click through to the end of the section
If doing the five items above in order does not work, try to complete the section using a different browser. We recommend the latest version of Chrome, Safari, or Firefox.
If you have persistent issues with missing completion indicators, contact us as soon as possible via the problem report link above.
What do I do if I’m having trouble accessing an interactive?
Our interactives work best with current versions of Chrome, Safari, or Firefox. For the best experience, we recommend accessing them on a desktop or laptop computer (not a tablet or mobile device). You may also try:
- refreshing the page
- clearing your browser cache and restarting your browser
- using a different browser
- using a different network connection
If you have attempted all of the above but still have trouble accessing an interactive, please reach out to us at onlinelearning@hms.harvard.edu.
I have a suggestion to improve the course. Where can I make my suggestion?
You can submit your feedback here.
How long will it take to complete the course?
You should plan to spend approximately two to three hours on each lesson in the course.
I am doing well on the assessments, but when I look under "Progress" I have a very low score. Why is this?
The score is based on the score of all of the assessments (quiz questions) you have completed, but it also includes the assessments you have not completed yet. As you work through the course your total score will improve.