Customer Support & FAQ (2024)

• Google Chrome version 57 (or higher)
• Mozilla Firefox version 47 (or higher)
• Microsoft Edge version 17 (or higher)
• Apple Safari versions (8 and 11)

You can also check out ourVision System Requirements Document, also accessible from the Vision login page.

Including an appropriate browser version, ensure that your system meets the following software requirements:

• Adobe Acrobat Reader 2017 (or higher)
• Flash version 27 (or higher)
• Screen resolution of 1200 x 1080 pixels (or higher)
• If Pop-Up Blockers are activated, those from visionlms.com must be allowed for courses to load
• A soundcard and speakers/headphones are needed to hear the audio features of the courses

You can also check out ourVision System Requirements Document, also accessible from the Vision login page.

1. In your browser, enter your organization’s Vision URL. (For example: gracehillvision.com/CompanyName)
2. If your organization offers an option for you to create your own account, the option will display underneath the password field.
3. ClickCreate an Account, and follow the prompts to create your own account.
4. Select the option and follow the prompts to create your own account.

Note:If you don’t see the option to create your own account, contact your training administrator. Many organizations only allow administrators to set up Vision accounts for their learners.

Any firewall or proxy server information I should know?

If firewalls or other security devices are in place, please ensure traffic is allowed to and from the addresses below.

If your organization uses a proxy server, make sure the following domains are allowed as exceptions either client-side or on the proxy server itself. Any caching can cause erratic results and will seriously impact the employee’s training experience.

• *.gracehill.com
• *.visionlms.com
• *.gracehillvision.com
• *.ghscorm.com
• *.vitalstream.com
• *.docusign.com
• *.youtube.com (required for Lunch & Learn Series)

You can also check out ourVision System Requirements Document, also accessible from the Vision login page.

Your organization must allow emails from the following domains and email addresses:

• *.gracehill.com
• *.gracehillvision.com
• *.visionlms.com

You can also check out ourVision System Requirements Document, also accessible from the Vision login page.

Your company has a unique URL through which your employees should be accessing Vision:

• The format ishttps://www.gracehillvision.com/and your company’s unique identifier.
• For Example: https://www.gracehillvision.com/companyName

If you are unsure of your company’s unique identifier,contact our support team by submitting a ticket below.

Please follow the steps below to ensure that your reports are properly constructed:

• Log into Vision through your company’s URL
• Navigate to the Reporting Platform
• Click on the Distribution Tab
• Select a Quick or Custom Report using the drop-down under ‘New Distribution’
• Select the ‘Frequency’ from the drop-down menu provided for how often you would like to receive this report.
• Select the desired format you would like the report distributed as: Adobe Acrobat (.pdf) or Microsoft Excel (.xls)
• Select Save and click on Manage Recipients to add users with Reporting access only or Reporting + Admin Console access.

Please follow these steps if your reports are returning incorrect information:

1. 1. If you have not done so already, review the steps in setting up my reports to ensure your reports are properly set up.
   2. If the errors persist, please submit a support ticket below.

Employees cannot be fully removed from the system, but their accounts can be inactivated:

• Go to the Data Manager, and select theEmployees.
• Click on the row containing the specific user account you wish to inactivate and the theEmployee Details screen will display.
• Change the employee’s Status to Inactive.
• ClickSubmit Changes once all changes have been made.

Duplicate accounts can be merged through the following steps:

1. Go toApplications and selectData Manager.
2. Click onEmployee.
3. Click onMerge Employees.
4. Select the accounts you would like to merge.
5. Click on Merge These Employees.
6. Select the account you want to merge the employees into.
7. Click Finish Merge.

You can change an employee’s role within the New Admin Experience Platform within the admin console by following the steps below.

• Click on the Administration Tab on the left-hand side.
• Click on Employees.
• Locate the desired employee, and click on their name.
• Select the desired roles under OrganizationalandLearning Management
• Save Changes
  • Information regarding roles and role privilegescan be found here.

Most courses in Vision can be taken in both English and Spanish. If you selected a language upon beginning your course and want to change the language selection, please contact us so we can make the change for you.

Please note: This can only be done if there are no completed modules*.

ContactUs by submitting a support ticket below with the specific course and language desired. While we may not be able to correct the issue immediately, we will prioritize your request for resolution.

Module Quizzes in a course can only be taken once.

1. Each quiz is only worth a portion of the final mark.
2. Receiving a low grade in a quiz may not prevent you from passing, provided that you do well on the rest of the quizzes.
3. If the quiz causes you to fail, you canretake the course.

Reminder: You cannot retake a module quiz without completing the entire course. If you did not pass the course due to failing/poor performance of module quizzes, ensure that you have completed the entire course and then follow the instructions below to retake a course. By retaking the course you can have another chance to successfully complete the needed end-of-module quizzes towards passing.

If you are assigned the course the assignment will appear on yourLearning PathAssignments page and you will do the following:

• Click the assigned course.
• You will see all available scheduled sessions – select the one you would like to attend.
• You are now enrolled in the scheduled session.

If you have not been assigned the course and would like to enroll in optional training:

A list of available Live Training sessions will appear and you can select the desired session by clicking the +Savebutton

Follow the steps below:

• Log into Vision through your company’s URL.
• Go to My Library
• Select the Online Courses tab.
• Click on the course you wish to take to add it to your My Items.
• Click on yourMy Items, and select the course to access it.

For information on enrolling in Instructor-Led training through the library, please submit a support ticket below now.

Yes! Upon starting the course you will be prompted to select California. California State law requires all California employers to provide supervisory employees with 2 hours of interactive sexual harassment training and education every 2 years (CAGovt. Code Sec. 12950.1).

For that reason, there is a timer in this course that times the training in order to meet the requirement. You must spend two continuous hours in the course before the completion will be marked on your transcript – even if it doesn’t take you that long to complete the course.

Your administrator may or may not have chosen to display the Facebook widget in your learning center.

• If it is displayed for you, it may show Grace Hill’s Facebook page or your company’s Facebook page – depending on how the administrator has set up the widget.
• To interact with the widget you must be signed in to your personal Facebook account in the same browser.
  • (See your company’s policy on accessing Facebook during working hours.)
  • Once logged in to your Facebook page you can then like and share the page and posts as desired.

First, determine whether your course was inMyAssignmentsor inMyBook Bag.In both cases, you will have to complete your existing attempt:

The course was inMy Assignments:

1. Go to My Assignments.
2. Click on the course you want to retake.
3. A new attempt will be created.

The course was inMy Book Bag:

1. Go to My Library.
2. Select your Bookbag, and locate the course.
3. Click theRemove button next to the course.
4. Select the Online Courses tab at the top, and locate the course.
5. Click on the Add buttonnext to it.
6. A new attempt will be created.

How to clear your cache, cookies and/or browser history.

First, determine whether your course was inMyAssignmentsor inMyBook Bag.

The answer to this depends on the type of computer you have and the browser you utilize. Visit this helpful site to determine the right stepsfor you.

You may have been enrolled in a new version of your course by your training administrator.

• This means a new and improved version of the course is replacing the old version.
• Typically, you would have received a communication leading up to the new version being released.
• This communication should have included a date that you must complete the course by in order to not have to “start over” in the new version.
• Contact your Training Administrator to determine if this is the cause of your course progress disappearing or being kicked out of your course.

Use the following steps to confirm whether all items have been completed in your course:

1. Log into your Vision Account.
2. Resume the course in question.
3. Resume the short course that is in progress.
4. Click on the Menu in the right corner of the video. This will show you which parts of the module have been completed.

Note: Prior to exiting your course while still ‘in progress’, make sure to click the ‘Exit Short Course’, as this will save your progress for the modules you have completed.

Please check the due date of the assignment. It is possible that your Company has set your courses due in the next calendar year to be auto-added to your Learning Path Assignments.

For instance, if you fully completed ‘Drug-Free Workplace’ and it appears in your ‘My Assignments’ list as per above, you can see the ‘Due By‘ column lists that the course is not due until2/21/2024. This means your Company has simply set your account to automatically display the same course if you are required to take it multiple years in a row.

Please check your Achievements to ensure you have completed the course with a passing score. If you did not receive a passing score the course will automatically be reassigned to you.

If you have confirmed that all the content has been completed, but the course still shows asIn Progress,Contact our support team so we can look into the issue.

• From your Learning Center Dashboard, locate the “My Achievements” link at the top of the page.
• By clicking on My Achievements, you will be taken to the My Achievements page.
• From the My Achievements page, you can view your transcript which shows the courses you have completed along with the applicable score.

• From your Learning Center Dashboard, locate the “My Achievements” link at the top of the page.
• By clicking on My Achievements you will be taken to the My Achievements page.
• From the My Achievements page, you can:
  • View your transcript which shows the courses you have completed along with the applicable score.
  • Print your entire transcript or print an individual completion.
    • To print the entire transcript, click the “Print Transcript” button under the “My Achievements” title.
    • To print an individual course completion certificate, locate the course and click the printer icon button that is located to the right of the Date Completed. This will print your course completion certificate.

• From your Learning Center Dashboard, locate the “My Achievements” link at the top of the page.
• By clicking on My Achievements you will be taken to the My Achievements page.
• From the My Achievements page, you can:
  • Email your entire transcript.
  • To email the entire transcript, click the “Email Transcript” button under the “My Achievements” title. You will then be prompted to enter an email address.
  • Email an individual completion.
  • To email an individual course completion, locate the course and click the email icon button that is located to the right of the Date Completed. You will then be prompted to enter an email address.