Troubleshoot Connection Errors

This topic applies only to customers who use PureSafety training content. This topic provides instructions for troubleshooting errors trainees may encounter while watching PureSafety training courses. IT staff and database administrators can use this information to follow up on these errors.

Trainees may see the following error message when a technical problem occurs that prevents the system from recording their training progress. Technical problems that could cause this error message include but are not limited to Internet connection failures, server application errors, and expired sessions.

Connection error message

  • If trainees click OK on this message, the system checks if the error has been corrected. If it does note encounter any more errors, it resumes training.
  • If trainees click Cancel on this window, the presentation stops, and trainees are prompted to exit the training. The Server Communication Failure screen displays.
    Note: To identify the issue that caused the connection failure, ask trainees to stay on the Server Communication Failure screen, without closing the browser. See the steps below for instructions on detecting the problem.

    Server Communication Failure message

    Recommendations:
    • If trainees report this error message, check your organization’s Internet connection. Once you have confirmed that there are no Internet connection problems, ask trainees to take their training again.
    • If the error persists, follow the instructions in the Next Steps section below to detect the problem.
    • If a large number of trainees continue to see this error, contact PureSafety Customer Support at 844.881.8713.

Next Steps: Ask trainees who encounter the errors displayed below to complete steps 1-4 outlined below. Then, troubleshoot the error, as instructed in steps 5-6 below.

  1. Repeat the steps that generated the error.
  2. On the Server Communication Failure screen, press CTRL+A. You should see the Show Debug link below the error message, on the left side of the screen.

    Show Debug link on Server Communication Failure screen

  3. Click the Show Debug link. The Debug Information window opens. Copy and paste the information from this window into a Word document.
    1. Click anywhere on this window and press CTRL+A and then CTRL+C.
    2. Open a Word document or email message and press CTRL+V in that document or message. The debug information is copied to the new document or message.
  4. Find the error on the Debug Information window:
    1. Look for the failure message (indicated by the following text, displayed in red: PS4_Commit: return value = false).
    2. Next, find the AICC_ParseResponse: error = xxx line immediately above this failure message. The code on this line tells you the error that is interrupting the trainee’s connection and preventing him from completing his training.
    You may also send this debug information to PureSafety Customer Support for additional assistance.

    Debug Information window

  5. Correct the error you see in the window.
  6. Inform trainees that they can retake their training after you have corrected the issue.