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When providing software support to non-technical clients, it is crucial to differentiate between "user issues" and "technical issues. " A user issue refers to a problem or difficulty experienced by a user while interacting with the software, which is typically related to their understanding or usage of the system. On the other hand, a technical issue pertains to a problem that arises within the software itself, such as bugs, errors, or performance issues. It is important to clarify that a user issue is not a flaw or malfunction of the software, but rather a matter of user knowledge or proficiency.
User Issue: Let's say a non-technical client is having trouble attaching files to an email they want to send. They keep trying to attach the files, but they can't figure out how to do it successfully. In this case, it would be classified as a user issue. The software itself is functioning properly, but the client may need assistance understanding the steps to attach files or locating the correct buttons or options within the email application.
Solution: To clarify this user issue, the software support provider can provide step-by-step instructions or a quick tutorial on how to attach files to an email. They can explain where to find the attachment button, how to select the files, and ensure the client understands the process. Additionally, they can offer resources like video tutorials or screenshots for further guidance.
Technical Issue: Now, let's say the client encounters a different problem. Whenever they try to send an email, the email application freezes or crashes consistently, regardless of the recipient or the content of the email. In this scenario, we're dealing with a technical issue. The software itself has a bug or glitch that needs to be addressed.
Solution: To tackle this technical issue, the software support provider would recommend reaching out to their technical support team or contacting the software's customer service. The client would provide details about the issue, such as any error messages received or steps that consistently lead to the application freezing or crashing. The technical team would investigate the problem, troubleshoot the software, and release updates or bug fixes to resolve the issue.
By distinguishing between user issues and technical issues, clients can better understand that not all problems they encounter are due to software malfunctions.
Providing tailored solutions and next steps for each type of issue helps ensure a smoother experience and effective problem resolution.
Verify credentials: Double-check that you are entering the correct username and password. Pay attention to letter case sensitivity. Disable Caps Lock: Ensure that the Caps Lock key is disabled while typing the password.
Reset password: If you have forgotten your password, use the "Forgot Password" option provided on the login page.
1. Below the Password field.
2. On the Reset password page, type your username or email in the respective field (2) and click Send. An email with further instructions is automatically sent to you. Follow them to set a new password and access your account. 1. Incorrect username or password: Users may face login issues if they enter their username or password incorrectly. It is solely user problem not the system. Caps Lock enabled: The Caps Lock key being enabled while typing the password can cause login failures. Incorrect URL: Users may navigate to an incorrect URL which will not allow them access. Ensure the correct URL is entered before proceeding. Forgotten password: Users may forget their password, leading to login difficulties. Browser cache and cookies: Accumulated cache and cookies in the browser may interfere with the login process. Browser or device compatibility: Certain browsers or devices may not be compatible with the TrainedIn LMS login system.
UNABLE TO LOGIN TO THE TRAINEDIN LMS, HERE ARE THE POSSIBLE REASONS FOR THAT :
1.2 LoginIssues
TROUBLESHOOTING STEPS:
1.2 Clear browser cache and cookies: Access your browser settings and clear the cache and cookies. Then, attempt to log in again.
Try a different browser or device: If the issue persists, try accessing the LMS using a different browser or device to determine if it's a compatibility problem.
Contact support: If none of the above steps resolves the login issue, reach out to our support team for further assistance. Send an email to Monju@Trainedin.global Provide them with details of the problem and any error messages you encounter. Our support team is dedicated to helping you overcome any login obstacles and ensuring a seamless experience with the TrainedIn LMS.
Use AI to identify skill gaps, map organisational strengths and recommend the right training at the right time.