Frequently Asked Questions

Click on one of the frequently asked questions below to find out more. Use your browser's back button to return to the course.

The Skills to Succeed Academy training


Do I have to complete all the modules in all the courses?

No, not at all, you can choose the courses and modules that will help you. If you complete Module 2 in each course, you will find out what topics are covered in each course. If you still have questions about which modules you should look at after completing Module 2, speak to your Advisor for further guidance.

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Should I complete all modules in order?

No, not at all. Why not speak to your Advisor to agree which modules would be most suitable for you?

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Can I complete a module more than once?

Yes, you can complete all the modules as many times as you like. In fact, completing modules more than once is a good way to consolidate what you have learnt.

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Can I leave a module and come back to complete it later?

If it is a simulation module (for example Lila's Dilemma), you will only be able to return to the training if you take a break of less than 3 hours. If you return after this time, you will no longer be able to pick up where you left off. For all other modules you will be able to return to a module and complete it later

Please note that if you have completed a module already you will no longer be able to leave and then return to the same place at a later time.

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How do I know which modules I have completed already?

By clicking on the blue 'YOUR PROGRESS' signpost on the Skills to Succeed Academy main menu you will see a green tick next to each module that you have completed and a half-filled green box for those modules that you have started but not completed. You can email a PDF version of the page by clicking the 'Email your progress' link from the top left corner of the page. A new page will open and learners can input their name and the email address they would like their progress page to be sent to. Please note you can only email progress to one email address at a time. You can also see the modules that you have completed on the course's menu page. The modules that you have completed will have a green tick in the top right hand corner of the folder picture for that module. Please note that you will not receive a green tick for Module 7 in You and Your Career, 'Lila's Shout Out'.

If you want to show details of your quiz scores to your Advisor, you could print them from the end of the module and bring them with you to your next meeting.

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Why don't I have a tick for the module I completed?

If you don't see the tick for the module you completed, it could be that you didn't complete the whole module. Re-enter the module and make sure you complete the whole module.

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Do I need to download an Activity Pack for each module?

Not all modules have an Activity Pack. If a module does have an Activity Pack, it can be downloaded at the end of the module. Alternatively, you can find all course Activity Packs by clicking on the Activity Pack cog icon on the course main menus.Working through the Activity Packs is a really important part of consolidating what you have learnt, so where they exist you should definitely complete them.

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Why are there quizzes at the end of some modules?

Testing what you have learnt with a quiz is a great way to consolidate your knowledge of the topics covered. This is also a great way to increase your confidence that you have picked up the knowledge and skills from that specific module.

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Why is there not a quiz at the end of all modules?

Most of the modules contain a quiz at the end to check your knowledge and understanding. However the simulation modules (for example, Lila's Dilemma) do not have a quiz. This is because your knowledge is being tested throughout the module as you support the characters to make decisions.

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Is there a limit to how many times I can take each quiz?

You can take each quiz as many times as you like, each time 5 questions will be randomly generated.

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Is it possible to print my quiz score?

Yes, you can print your quiz score. Just click the print button on your screen. You should print your quiz score immediately after you have completed the quiz. Once you have moved away from the page the score will no longer be displayed.

If you are using Google Chrome, a 'print options' screen will appear when you select 'Print'. To go back to the quiz screen you must select 'Cancel'. If you click 'back' on the web browser you will be returned to the course menu rather than the quiz screen. If you are using Internet Explorer you must also select 'Cancel' on the print options in the pop-up window to return to the quiz screen.

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Can anyone else see my quiz scores?

No. The only person who can see your quiz score is you. However, you can always print your quiz score if you want to show it to your Advisor.

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Why do I need to provide feedback at the end of each module?

To meet the goals of the Skills to Succeed Academy, it is important for us to understand whether the people that complete the training find each module useful and think that the training materials are of high quality. This makes it possible to identify modules that may need to be improved as well as modules that are working particularly well.

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Will anyone else be able to see my feedback scores?

The feedback you provide is totally anonymous but really important. The Skills to Succeed Team will be able to see feedback scores but they will not know who they are from. Your feedback will help the Team improve the existing training. If you would like to provide more detailed feedback, you can pass this on through your Advisor.

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Are there pre-requisites for the Getting a Job modules?

No, none of the modules have activities that you need to complete before getting started. However, for the Activity Packs at the end of the following Getting a Job modules you will need a copy of your CV and/ or a job description which you would like to apply for:

  • Module 13: Tailor Your CV
  • Module 14: The Application Form
  • Module 15: A Better Cover Letter
  • Module 16: Prepare For Your Interview
  • Module 18: Ace Your Interview

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How do I decide which modules would be most beneficial for me to complete?

You can use our quick Pre-Assessment to tailor the content of the Skills to Succeed Academy to your needs. To access the pre-assessment, Learners click the "Take Assessment" signpost on the Course Menu screen. Once you have completed the pre-assessment, you will be provided with your own personalised menu of training modules. Your personalised curriculum of training can be accessed at any time by clicking on the “Your Learning” signpost.

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Why am I prompted to fill out a group report?

The Group Report enables staff/advisors to provide important information to help us understand how the Skills to Succeed Academy is used and how the training can be improved. It can be found by clicking the "Group Report" tab in the Support Area of the Skills to Succeed Academy site.

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Technology Issues


Why can't I log into the Skills to Succeed Academy site?

There are a number of reasons why you might not be able to log into the Skills to Succeed Academy. If there are any problems with the site, there will be a message on the log in page notifying you about this. If there is no message of this sort, please check that you have entered the right email address and/ or password.
If you input your password incorrectly three times in a row, your account will be locked for 60 minutes. This functionality has been added to improve site security for users. A warning message will be shown on the login page to let you know that your account has been locked.
If you still cannot access the site, please contact your Advisor for assistance as there may be a local technical problem preventing you from accessing the site.

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I cannot see any navigation buttons at the bottom of my screen.

This could be because the screen size is too large. To adjust the screen size follow the instructions below:

  • For windows 7: right click on desktop, then left click screen resolution, then change resolution to 1024x768, then left click ok
  • For Windows Vista / 2000 / 2003 / XP: right click on desktop, then left click personalise, left click display settings, then click to change resolution to 1024x768, left click OK
  • For Windows 10: right click on desktop, left click display settings, left click advanced display settings, then click to change resolution to 1024x768, left click OK
If you still can't see all of the screen try the following:
  1. Hide the toolbar - To do this move your mouse so that it is resting on the toolbar and right click. Then start unclicking the toolbar options that you do not need.
  2. Check the zoom - On the Internet Explorer toolbar select View, make sure the zoom option is 100%
Once you have completed these steps try logging out and logging back into the Skills to Succeed Academy. You should now be able to see the whole screen. If this has not resolved the problem, please contact your Advisor or IT team for help.

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When I access the Skills to Succeed Academy website, it does not open.

You need to have a recent version of the Microsoft Internet Explorer or Google Chrome browsers to access the Skills to Succeed Academy. To download the latest version of Internet Explorer click this link: https://support.microsoft.com/en-us/help/17621/internet-explorer-downloads To download the latest version of Google Chrome click this link: https://www.google.com/chrome/browser/desktop/

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I have just upgraded my internet browser, why does the Skills to Succeed Academy site look different from before?

Sometimes when you upgrade to a newer version of a browser this can change the way the Skills to Succeed Academy site looks. Don't worry, it still works the same.

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Why does the training not open when I click on a module?

This could be the result of a few things. Either:

  • The bandwidth (speed) of the internet connection that you are using is too low.
  • The computer that you are using has media restrictions stopping videos.
  • The place where you are using your computer has firewalls (content blockers) that are stopping the video.
Ask your Advisor to help you.

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Why does the screen go white when I click on a signpost?

The Skills to Succeed Academy needs Adobe Flash Player to run the training materials. If you do not have Flash Player installed, a white screen will appear after you have clicked on one of the blue signposts. Please click this link: http://get.adobe.com/flashplayer/ to install Flash on your computer.

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Why is there no sound?

Try taking these steps in this order:

  • Mute/unmute. Your sounds may be muted so that your computer is on silent. Left click on the volume button on the bottom right of your screen. Left click on the volume slider button to turn the sound up.
  • Headphones. Make sure your headphones are fully inserted into the headphone socket.
  • Other/sound card. If there is still no sound, there may be an issue with the sound card. Please ask your Skills to Succeed Academy Advisor or their IT team to help you.

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What is a pop up?

A pop-up is a new web browser window that appears on top of the current website you have open or as a new tab on your browser. The Skills to Succeed Academy uses pop-ups to open new windows of content, like Activity Packs.

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Why do I need to enable pop-ups?

The Skills to Succeed Academy uses pop-ups to open new windows of content.These appear as new tabs on your internet browser. To make sure pop ups are enabled in Internet Explorer, click this link: http://support.microsoft.com/kb/909604 and in Google Chrome, click this link: https://support.google.com/chrome/answer/95472?co=GENIE.Platform%3DDesktop&hl=en-GB

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Why do I get the message "We couldnt't download your media file..." when doing a simulation module?

If your internet connection drops when you are doing a simulation module it may prevent a video from being downloaded properly. That is when you will see this message. You can choose to skip the video by selecting "Yes", or you can select "No" to attempt to download the video file again. If the video file fails to download a second time you will see the same message again.
If you choose to skip the video, you can read what you have missed in the text shown on the screen.

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Why won't the videos load in the training?

If the video is stalling when it is loading then you are experiencing buffering. This happens when a video is waiting to finish loading. This will take longer on slower Broadband connections. If the videos still will not play then ask your Skills to Succeed Academy Advisor or their IT team to help you.

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Why don't all my answers in an Activity Pack print?

If you are editing an Activity Pack and you exceed a certain number of characters a scroll bar will appear in the text box. If this scroll bar appears, only the text you can see without scrolling down will print.

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Why won't Activity Packs open?

The most likely reason is that you do not have the latest Adobe PDF reader on your computer. Click this link http://get.adobe.com/uk/reader/ to download the latest version. If the Activity Packs will still not download then ask your Skills to Succeed Academy Advisor or their IT team to help you.

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Why do I lose my answers in the Activity Pack?

If you want to complete an Activity Pack on your computer, make sure you save it first. You will need to follow these steps:

  1. Use the 'Save As' function to save the Activity Pack to your computer
  2. Close the web version of the Activity Pack
  3. Open your saved version of the Activity Pack
  4. Start using your Activity Pack!
Please note that when you revisit a module in the training and click on an Activity Pack link you will be taken to a new, blank version of the Activity Pack. To make further edits on your work, you must open your saved version from your computer.

If you are not taking the training on your own computer, you can save a local copy and email this to yourself.

Activity packs contain links to external websites that offer further information or support relating to content covered in the modules. If you click on one of these external links you will be navigated away from the activity pack and taken straight to the website and as such, using 'Save As' to save the Activity Pack will prevent you losing your work.

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I am using a netbook, why can't I see the entire screen?

If you are using a netbook (a small, lightweight laptop) and you cannot see the entire screen, the most likely solution is that you need to maximize the size of the screen. To do this on a netbook you need to press F11.

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My screen has frozen - what should I do?

Try refreshing the page by pressing the F5 button on your keyboard. This sometimes happens because the training is so media rich. If this does not work try logging out and logging back into the training. If you are still unable to restart the training, please contact your Advisor for help.

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I have been asked to delete my browser history/ clear my cache, what do I do?

Clearing your cache is very straight forward and should only take a minute or two. Your cache or Temporary Internet Files folder stores webpage content on your computer to speed up your internet browsing but sometimes your cache does need a clear out. The process is a little different depending on your internet browser so click the relevant link below for more information:

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Why do I get this error message "Error in loading skin of the button"?

Sometimes if your internet is a little slow, you may see the following error message "Error in loading skin of the button." If this happens press 'F5' or the refresh button on your browser to reload the page.

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Can I access the Skills to Succeed Academy training modules on my mobile device?

You can access the Skills to Succeed Academy from most devices, however we strongly recommend that you complete your training on a PC or tablet. The highly interactive content of the Skills to Succeed Academy is better viewed on a larger screen and our Activity packs are easier to download and complete on a PC.

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Registering for the Skills to Succeed Academy training


What access code should I use to register?

Your Advisor should have provided you with an access code. If they have not, please ask them to share the access code with you.

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When registering it says I am entering the wrong access code. What should I do?

Try entering the access code your Advisor has provided you with again taking care to type the correct letters and numbers, and click the CREATE NEW ACCOUNT button. If it is still showing as incorrect, contact your Advisor.

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Why am I being asked to accept terms of use?

The Skills to Succeed Academy has been made available for your use. We would like to ensure that it is used appropriately and for the purposes it is meant for. The terms of use are a way of making all users aware of their rights and obligations when using the Skills to Succeed Academy. To accept these please click on the accept box when you register.

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What will I receive if I do not opt-out of receiving emails from the Skills to Succeed Academy?

It is important for us to understand whether the Skills to Succeed Academy has had a positive impact on you after you have completed the modules. We may therefore send you an email with a short survey or make you aware of other Skills to Succeed opportunities that may be of interest to you. Please note that it will always be possible for you to unsubscribe from any communications you may receive from us.

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The Skills to Succeed Academy is not letting me register. Why is this?

When completing the registration page, make sure you have completed all the required fields. If you miss a field or complete any incorrectly they will turn red. A red box will also appear at the top of the page, this box will tell you what fields you need to update. Try updating all fields that are showing in red again, when finished click the CREATE NEW ACCOUNT button. If you are still unable to register, please speak to your Advisor.

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When I try to register, it says that I am already registered - what should I do?

This might be because you have already registered for the Skills to Succeed Academy with the email address you are using. Instead of choosing to register for the Skills to Succeed Academy choose to log in instead. If you cannot remember your password just click the FORGOTTEN YOUR PASSWORD link on the login page and follow the online instructions. If you definitely have not registered before, please speak to your Advisor.

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How do I change my email address and/or password for my account?

To change your email address and/or password, simply click, CHANGE MY PROFILE; this is found at the bottom of the Skills to Succeed Academy main menu (the screen with the three signposts). On this screen you can make the changes you need to your profile. Remember to click the SUBMIT button once you are finished.

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I can't remember my password, what should I do?

Select the FORGOTTEN YOUR PASSWORD link on the Skills to Succeed Academy login page. Enter your email address and click the SUBMIT button. This will send an email to your email account (make sure it has not gone to your 'junk' folder). Click on the link contained in the email and follow the instructions; you will then be able to choose a new password - make sure you choose something you will remember!

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I submitted a request to reset my password using the 'Forgotten your password' link but haven't received an email what should I do?

Make sure the email has not gone to your 'junk' folder. If the email is not there, please speak to your Advisor to check that you are able to receive password reset emails.

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Why should I always log out of the Skills to Succeed Academy?

It is important that you always log out of the Skills to Succeed Academy by clicking on the log out icon - do not just close your browser or shut down your computer. There are a number of reasons why you need to do this:

  1. If you are using a public computer, for example in a library, somebody else could log into your account.
  2. The system might not record your session properly, so even if you have completed a module you might not get the green tick.

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