Clear Your Browser Cache.
IE11
Edge
Firefox
Chrome
1. If you are running Internet Explorer 6 (IE6) web browser then please update to the later version - IE8.
(To check this, from the Internet Explorer menu, click on Help, then About).
We have noticed that many users are still using IE6 (which is very old now) and the performance of Ecordia (and other web applications) will be slow because of this.
If you run Windows 2000 (an old operating system that will not allow you to upgrade IE) then please download and use Firefox web browser: www.firefox.com.
Internet Explorer 11 - We would recommend where possible that Users update to IE11.
Click Here For Internet Explorer 8
Click Here For Windows Update (This should automatically check and update your IE)
2. Check your internet connection is running properly and at normal speed. Click on the link below to test out your internet speed. Anything much less than 12 Mbps download speed or 0.8 Mbps upload speed, is poor. Please reconnect to the internet or reboot your router and test again.
Begin Speed Test
3. If you continue to have connection problems to the system or the system runs slowly, then please try the following:
* Reboot your router or try re-connecting your internet connection as stated above in (2).
* Web Browser Versions:
Ecordia recommends Chrome, Edge, Firefox and Internet Explorer (IE) 8. If you are using IE 6 please update your browser as soon as possible.
Sometimes browsers can slow themselves down due to something called 'caching'. A full web browser cache can interfere with web-based applications, features and performance. It may make the service slow or prevent you from downloading and viewing some pages.
Please read below for instructions and pass on these instructions if anyone is having specific problems with system performance. This information details how to clear your cache in any of the supported web browsers.
Key Words: Clear browser cache, empty cache, delete cookies, browser cache, windows not responding, compatibility, IE9, speed check, broadband speed test, clear browser cache
General Problems
General Trouble-shooting
1. I cannot access the website, all I receive is ‘Error 404’
● Make sure you are connected to the Internet
● Try accessing another webpage, such as www.google.co.uk. If you cannot access that site either, then you have no Internet connection.
2. User can access the website, but cannot login to the system
● The password or username maybe incorrect.
PLEASE NOTE: After 8 failed attempts at logging in, the account will be frozen. The User must either contact their Assessor, LSA or Training Manager.
3. The text-editor does not work
● The text editor is a piece of software, in-built to Ecordia. This software takes time to download for the first-time in any given session. Please wait until the page is fully-loaded with the text editor present.
PLEASE NOTE: If the text editor fails to load up, even after a minute or so, then you may have web-browser compatibility problem. Please see this section of this user guide for more assistance.
4. The website seems to stop working in the middle of a session
● The system has a time limit of 6 hours. Which means you can leave the computer for this amount of time and you will not be automatically logged out.
| The site says... Principal not found or wrong type | An error message of this nature would indicate that the users session has expired. This can be due to one of the following reasons: - User has been inactive for more than 09 minutes - User has logged out of Ecordia from another tab - User has cleared their browser cache whilst working on their evidence To resolve the above, the user should copy and paste their evidence into Word or similar, then once logged in, refresh the evidence page and then paste their evidence back in and save. |
PLEASE NOTE: Do not leave yourself logged on whilst not working for a long period of time - especially without saving your current work. If your internet connection disconnects (which can sometimes happen) and then reconnects, you will be logged out of the system and may lose work you have not saved.
5. I don’t have any software locally so that I can work offline
You will find that on Windows PCs there is software and applications, such as ‘Notepad’ that allow you to write up work offline. Go to your Start menu in Windows, then Programs, Accessories, then click on ‘Notepad’. You can save these files as TXT files and copy and paste the text into Ecordia.
6. I have been working in a portfolio, either providing evidence or feedback and I have an error page.
If you have inadvertently used the Web-Browser’s ‘BACK’ button, you may be ‘out-of-sync’ with the system. This may result in loss of work. Please always use the buttons provided for within the Ecordia system. Please do not use the web browser’s ‘BACK’ button if you can avoid it.
Keywords: Error 404, cannot login, can't login, unable to login, text editor not working, software for working offline, error page, error when adding evidence or feedback
Not Receiving Email Notifications
We can only control the sending of emails, the receiving of them is out of our control, so if you have an email address on your account but are not receiving email notifications for ecordia, including password reset requests, please try the following:
1. Double check the email has been entered correctly
2. Check your Spam/Junk folder to see if the email was marked as Spam and thus not placed in your Inbox.
3. Add notification@ecordiamail.co.uk to your mailbox whitelist/allowed list.
4. Ask your IT team/email provider to further investigate spam filters and/or firewalls to see if emails from notification@ecordiamail.co.uk are identified as spam and thus never delivered to your inbox.
Please let us know if you have any questions or queries with any of the above.
Page Validation Messages
Here is a list of the common page validation messages you might see, and how to rectify them.
| Message | What to do.. |
| The course has no evidence types available. Please contact your training provider to resolve the issue. | Evidence types need to be activated for at least one of the linked learning aims. Click here for instructions. |
| You do not have a second line IQA set. Please ask your QAC to set this up before confirming | If you are not a qualified IQA, a default Seconline IQA needs to be selected on your account in order to proceed. This can be done by an administrator at your centre by modifying your user account via the Users menu. If you are a qualified IQA, then this can be reflected on your account by adding a date in the "D34 V1 Achieved Date" field, which can be done by an administrator at your centre by modifying your user account via the Users menu. |
| You must choose a target or choose additional sampling | The user should Indicate which IQA date the record relates to. If there are no dates, the user should select the Additional Iv Event option and enter a date. |
| You must select at least one target, You must select at least one evidence type | If there is not a list of Targets and/or evidence types, this message would indicate the IQA matrix has not been set-up for this learning aim. |
| The site says... Principal not found or wrong type | An error message of this nature would indicate that the users session has expired. This can be due to one of the following reasons: - User has been inactive for more than 90 minutes - User has logged out of Ecordia from another tab - User has cleared their browser cache whilst working on their evidence To resolve the above, the user should copy and paste their evidence into Word or similar, then once logged in, refresh the evidence page and then paste their evidence back in and save. |
Removing Attachments and/or Feedback
1. Evidence Attachments
There are 2 options in order to remove unwanted attachments/work products from evidence in a Portfolio:
Option 1.1: Via the IQA
1.1.1 As the IQA go to the Evidence and click 'Verify', and then click 'Prepare Feedback'
1.1.2 Select 'Assessor to Revise Evidence'
1.1.3 Click 'Save Feedback and Close' and then 'Finish Verification'
The Assessor then needs to accept the feedback, then
1.1.4 Click 'Revise'
1.1.5 Click 'Files' to delete the unwanted attachment
1.1.6 Then click 'Finish Revision'
Option 1.2: Revise Evidence
If you cannot see the revise button you will need to raise a Permission Request
1.2.1 Click 'Revise'
1.2.2 Click 'Files' to delete the unwanted attachment
1.2.3 Then click 'Finish Revision'
2. Attachments in Feedback
Contact your Centre administrator for your course (a user with the Quality Assurance Coordinator role), who can then:
2.1 Click the pen icon in the feedback, then click 'Edit Attachments'
2.2 Click the X next to the attachments you would like to delete
2.3 Click 'Close'
3. Removing IQA Feedback
If the IQA feedback has been accepted, you cannot remove the record, but your Centre administrator for your course (a user with the Quality Assurance Coordinator role) can remove the content as follows:
3.1 Click the pen icon in the IQA feedback on the evidence, then click 'Delete'
3.2 Click 'Close'
Keywords: Remove unwanted attachments, remove work products, delete attachment
Script Error
If the Loading Page message is slow to disappear or Ecordia seems to be running slowly or ceasing to function, then you maybe experiencing a script error. Sometimes your firewall, security setting or anti-virus will change settings on your computer and this can cause problems for web applications.
Please check the bottom-left of your web browser window for an error icon :
If the above error icon is displayed, please double-click it and you should get the details of the error, for example:
Security Error
Here is a list of the security errors your users might report, and an explanation of how to resolve:
Security check failed for AddEvidence on Plan - The 'Allow Unplanned Evidence to be added' option on this plan has not been ticked. Select a different plan, or select 'No Plan' to proceed.
Security check failed for Assess on Evidence - The evidence has been locked by the IQA. The IQA should go to the evidence in question and click 'Unlock'.
Security check failed for Read on Course - A security message of this nature would indicate that the candidate is enrolled on a course that is on a different centre/department account. Return to Set-Up and select the a course that is on the same centre/department as the candidate.
Security check failed for Read on Evidence - The user is trying to access evidence in a portfolio they do not have a relationship to, or if the User is a Mentor, the evidence is no longer shared with them. You will need to assign the user a relationship to the portfolio, such as Primary Assessor , Additional Assessor , IQA , Tutor or Mentor , or share the evidence with the Mentor again.
Security check failed for Read on Portfolio - A security message of this nature, can be due to one of the following:
1) Are you using a bookmark to log into Ecordia?
If so, please delete the bookmark and only login via the login link on our website www.ecordia.co.uk .
2) Check if an administrator at your centre has set-up a restriction for the candidate via the Access to Candidates screen, so that you can no longer access is
3) You are trying to access a portfolio for a candidate you do not have access to with the username you are logged in with. In which case, an administrator at your centre will be able to add you as an additional assessor or additional IQA as required.
If the problem persists, please send Ecordia Support a screen shot of what you are clicking before the error, and then a copy of the error message being displayed, and we should be able to assist further.
Security check failed for Read on Workplace - The user is trying to access a portfolio which is at a different workplace. The users' workplace must match that of the candidate, or the candidates' workplace must be a child of the users' workplace.
User Access Denied - You do not have the necessary permission to access candidate account: The user is trying to access a candidate they do not have a relationship with. Click 'OK' to return to the candidate search page, or Portfolio Front page. We recommend you report this type of error to your Centre Administrator and/or Assessor.
You do not have the necessary permissions to view this portfolio - If ExternalVerifier, see Candidate SV Links , if Workplace or Training Manger, consider adding the Tutor role to the users' account.
Principal not found or wrong type
An error message of this nature would indicate that the users session has expired. This can be due to one of the following reasons:
- User has been inactive for more than 90 minutes
- User has logged out of Ecordia from another tab
- User has cleared their browser cache whilst working on their evidence
To resolve the above, the user should copy and paste their evidence into Word or similar, then once logged in, refresh the evidence page and then paste their evidence back in and save.
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