"Sorry there has been a problem..."

Introduction

It’s extremely unusual, but from time to time you might run into the one of the following situations:

• You are trying to edit an existing course in Nimble Author and receive an error that says, “Sorry there has been a problem… We couldn’t load your course”
• You are trying to create a new course in Nimble Author and receive an error that says, “Sorry there has been a problem that we cannot recover from. Please return to your LMS to try again. If the problem persists please contact support.”
• A learner is trying to access a course and receives an error that says “Sorry there has been a problem… We couldn’t load your course”

This article will step you through troubleshooting the problem.

Troubleshooting the “Sorry there has been a problem…” error

To troubleshoot the “Sorry there has been a problem….” error:

Check that the date and time on the computer is correct

1. At Nimble, we take your security seriously and our servers use SSL encryption. In order for this to work, the date and time on your computer must be set correctly. If either the date or time is wrong, this error might occur.

• To set your date and time on Microsoft Windows 10, follow the steps here.
• To set your date and time on Apple Mac OS X, follow the steps here.

If the person experiencing difficulties is a learner, check the course is published

If your course hasn’t been published and a learner tries to access it, this error will be displayed.

2. To ensure that your course is published, follow the steps here.

Ensure that your firewall/filter is configured correctly

If your firewall or filter is configured particularly aggressively, it might be blocking access to one or more of the addresses that Nimble Author uses.

3. To ensure that you can access Nimble Author without issue, ask your IT team to whitelist the addresses in the Nimble Author section of our Firewall/content filter configuration article here.

Still having problems? Contact the helpdesk

If you’re still having problems after following the above steps, please contact support@nimble-elearning.com and we’ll be pleased to help! When getting in touch, you should provide us with a screenshot of your full screen with the developer tools open and showing the console, so that we can investigate.

• For instructions on accessing the developer tools in Google Chrome, see that article here.
• For instructions on accessing the developer tools in Mozilla Firefox, see the article here.
• For instructions on accessing the developer tools in Microsoft Edge, see the article here.