IT Systems Support
This section is specifically for technical issues related to the Health Academy online portal. The FAQ below covers many common IT issues, please check your issue does not apply to any of the FAQs before submitting through the support form. When using the support form, please if possible include screenshots along with your description, as this will help our support team attempt to recreate and solve the issue.
I cannot see the document on the portal that I am supposed to be working on. It shows a purple figure?
Please refresh your browser, if this does not work please clear your Cache and cookies.
How to clear cache and cookies in Chrome? (recommended browser)
1. Click the three dots in the top-right corner of Chrome.
2. Go to Settings → Privacy and security → Clear browsing data.
3. Select Cookies and other site data and Cached images and files.
4. Click Clear data.
5. Restart Chrome and log back into your portfolio.
You can also try reloading a page with ctrl+shift+r (cmd+shift+r on Mac), to reload a page while bypassing the cache.
I uploaded my file, but the green tick disappeared. Does this mean my file is lost?
No. Once your upload reaches 100% and shows a green tick, your file has been successfully saved. The tick may disappear later, but the file remains stored in your portfolio. You do not need to upload it again. You can see all uploaded files in each folder.
I see a red icon with an exclamation mark when uploading. What should I do?
This indicates the upload has failed. Check your internet connection, ensure the file size is within the allowed limit, and try again. If it still fails, try renaming the file to remove special characters and compress the file.
My uploaded file isn’t visible on the dashboard.
The file may take a few moments to appear. Ensure it reached 100% during upload.
Can I upload multiple files at once?
Yes, you can upload multiple files, but ensure each file is named correctly with the work title (e.g., Week 2 – Wednesday Reflection).
What if I uploaded the wrong file by mistake?
You can rename the incorrect file to ‘Incorrect-Ignore’ and upload the correct one. Ensure the new file is named properly and wait for the 100% green tick confirmation.
I’m having trouble uploading large files. What can I do?
Try compressing the file (e.g., using PDF or ZIP format) before uploading. Ensure your internet connection is stable.
Will my group project file be accepted if only one person uploads it?
Each student must download the final version and upload it individually to their own dashboard. Only submissions in your dashboard can be assessed and receive feedback.
My diary or EMR log won’t save.
Ensure that the file reaches 100% during upload. If problems persist, try clearing your browser cache and cookies.
Who should I contact if I have problems with my portfolio?
Your first point of contact is your allocated placement supervisor (supervision@healthacademyonline.co.uk). Always provide details of the issue, including screenshots if possible, to help resolve it quickly.
What if I cannot join a zoom meeting?
Please join the Practice Assessor/Educator meeting via the join via browser button on the portal as shown below. If this does not work please click the blue banner to join and enter the passcode when prompted.
If you are still having issues please email the supervision email immediately and we will be able to support you.
The portal has crashed or a document is not showing
Please email the supervision email immediately, a member of the Placements Team will be able to assist you.
I have uploaded my work but it is not showing on the submission box?
When uploading your file, please wait till the icon turns to 100% and a green tick appears. This confirms that the upload has been received. If you come back to this lesson at a later point, the tick will have disappeared, however, you do not need to re-upload the file. If you have any problems uploading work please email the supervision email.
I am being asked to create a new password on Pabau your electronic medical record system?
Please do not enter a new password as this will lock everyone out. Please email the supervision email immediately.
Contact I.T. support
Before using this form, please check that you have carefully followed all instructions and guidance provided in the FAQs, and that your query remains unresolved. You can use the search bar below to find keywords relating to your problem on this page.