Q: I want to open a course but although I click on it nothing happens. What can I do?

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Melinda Cain
6 years ago
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1 ONE2Learn Support If you have questions or need support for ONE2Learn (O2L), please send a mail to: ONE2Learn@heineken.com or check the Frequently Asked Questions in this document. If you experience issues with accessing the site or an Academy, or courses are not displayed correctly, please perform a computer settings test first by going to: If any of the settings show as incorrect, we advise you to contact your local IT to change these settings. Frequently Asked Questions Q: I want to open a course but although I click on it nothing happens. What can I do? If you experience this issue, please send a message to one2learn@heineken.com and they help you with this. Q: What browser is required for accessing ONE2Learn without issues? ONE2Learn (O2L) is available on Internet Explorer version 9 and higher. If you are using an older version you may experience problems. Contact your local IT department in that case. If you are in doubt whether the issue is caused by your older browser, send an to one2learn@heineken.com and include a screenshot of the issue. Other browsers that can be used: Mozilla Firefox (v21 or later), Google Chrome (v29 or later) and Apple Safari (v5.1.8 or later). Those browsers can be used but will not be supported by Heineken IT and ONE2Learn support. If you would like to check whether all the necessary applications are installed and working correctly, go to the Brower check: Q: Can I access ONE2Learn on a mobile device? Yes, you can access ONE2Learn on tablets and smartphones. If you are not on the Heineken network with your device, access it through: and log in with your ONE2Learn username (usually your Windows ID) and password.

Keep in mind that the platform can be accessed but most of the courses cannot be displayed properly on tablets and smartphones, so please be aware that what you can access is limited. Q.

2 Keep in mind that the platform can be accessed but most of the courses cannot be displayed properly on tablets and smartphones, so please be aware that what you can access is limited. Q. Can I access ONE2Learn if I am not on the HEINEKEN network? ONE2Learn ( is accessible through any device that has access to the internet. If you access the platform and you are not on the Heineken network, you will be asked for your Windows login details. After providing this, you will be logged in. If you wish to access ONE2Learn without your Windows credentials, you can go to: By providing your ONE2Learn account details you can log in. If you are not familiar with your ONE2Learn username and password you can find this under My Profile. Q: How can I change the language of ONE2Learn (O2L)? You can select your preferred language by going to your personal profile (My Profile) on the left of the O2L opening page or at the top of the page:

Click Edit here to select your preferred standard search language when looking for courses.

3 Click on Languages: Select your preferred language for both the display and search: Click Edit to select your preferred standard display language. Click Edit here to select your preferred standard search language when looking for courses. You can select multiple search languages. As a lot of courses are offered in the English (All) language it is advisable to always have this one selected next to other languages. Click Update to save the changes.

Where can I send my feedback and/or suggestions for improvement? You can send any feedback you have with regards to ONE2Learn, an Academy or a course to ONE2Learn@Heineken.com.

4 ! Important! The change will become effective after logging out and accessing ONE2Learn again! Changing the site language of ONE2Learn changes the site but it does not change the language in which the courses (content) are presented. Q. Where can I send my feedback and/or suggestions for improvement? You can send any feedback you have with regards to ONE2Learn, an Academy or a course to ONE2Learn@Heineken.com. The support team will make sure your feedback will be dealt with by the appropriate department. Issues I. I have started a course but it will not continue to the next page. Make sure that your browser history is empty. Follow these steps: Step 1: Open a new Internet Explorer window. Step 2: Press Alt+T on your keyboard to open the Internet Options menu. Step 3: Under the Browsing History click on Delete: Step 4: Select the items that need to be cleaned (at least the first 5 boxes should be checked). Step 5: Click on Delete.

5 I. Not all of the buttons in some of the academies work properly. / Nothing happens when I click on a button in some of the Academies. In that case you need to add ONE2Learn to your Compatibility View. Follow these steps: Step 1: Open a new Internet Explorer window. Step 2: Press Alt+T on your keyboard to open the Tools menu. Step 3: Click on Compatibility View Settings. Step 4: Add skillport.com and click on Add. Step 5: Then click on Close. Is it still not working properly? Click on F12 and change Document Mode into: 10: Click on F12 to close this screen again. I. When I open a course on the HR Academy and/or the Leadership Academy it is not loading. What can I do to solve this? First make sure to open the course through your internet browser, and not through Lotus Notus (if you are using this program). If you experience this issue without using Lotus Notes, and you only experience this issue with HR and Leadership courses, then this will be caused by your Java settings. Oracle (owner of Java) has recently changed her policy, which means that you need a specific Java version in order to play the course correct. You own IT department will have to install Java version: 1.6.0_31. You can follow your local IT procedure to register an issue and mention in the issue: You can follow your local IT procedure to register an issue and mention in the issue: Access to ONE2Learn is not possible due to Java problems. Please (re)install version 1.6.0_31, this might be a downgrade from the current version. Corporate Office Services is aware of this issue and can provide more information if necessary. After local IT has installed this version, the courses should work. We are working with the course provider toward a long term solution for this issue.

Login Troubleshooting

Login Troubleshooting Scenario #1: I cannot log into my account and I am pretty sure I am using the correct credentials. Problem Solving Steps: 1. Check with your scheduler to ensure you are using the