New Administrators

Top 10 FAQs

Here is an overview of recommended system and browser settings that help to ensure effective launch of e-Learning courses and the LMS in general. Please note that older operating systems and browsers may not successfully load LMS content and updates may be necessary to provide complete and uninterrupted functionality.

Network Capacity

Minimum connection speed: 1 Mbps (Megabits per second)

Supported Platforms & Browsers

Windows-Based Laptops & Desktops

Microsoft Windows 7, 8, or 10 and one of the following browsers:

  • Google Chrome 65 or later
  • Microsoft Internet Explorer 10, 11 or Edge (may need to enable Compatibility View)
  • Mozilla Firefox 60 or later

Mac-Based Laptops & Desktops

Mac OS X or later and one of the following browsers:

  • Apple Safari 9 or later
  • Google Chrome 65 or later
  • Mozilla Firefox 60 or later

iPads & iPhones

  • iOS 9 or later and one of the following browsers:
  • Apple Mobile Safari 9 or later
  • Google Chrome Mobile 65 or later

Android Devices

Android 6.0 or later and Google Chrome Mobile 65 or later

Recommended Plug-Ins/Add-Ons

  • Adobe Acrobat Reader version 18 or above
  • Adobe Flash plug-in version 28 or above. Important: Adobe will stop supporting Flash Plugin by December 2020. All browsers are beginning to disable Flash by default in the near future and will also stop support of the plugin on or before December 2020. eLearning content developed on older Flash-based authoring tools may stop working at that time. We recommend authoring all new content and updating old content in HTML5 or HTML5 First format to avoid the eventual disruption in your users' ability to launch SCORM content in your LMS.

Additional Recommended Settings

  • Third party cookies enabled/accepted in browser security settings
  • JavaScript enabled in browser settings
  • Pop-up blockers disabled
  • Trusted sites include the URLs "" and ""

Additional Resources

In most cases, errors or gaps in the Position Code Hierarchy are the reason portal administrators and managers can not find particular users in User Search or on the My Team/Employees pages. All positions should have at least one superior position relationship and should be connected in an unbroken chain leading up to the highest position in the LMS. That position, by default, is TRA - Training Administrator, but can be set to any position as long as it is the top of the hierarchy and has no superiors. This top position is the one that should be assigned to users with the Portal Administrator role to ensure visibility of all users throughout the LMS.

For detailed information on managing employee oversight with positions, please see this linked resource: Understanding Positions and the Position Hierarchy

When you have problems viewing employees or get reports of managers not seeing their full employee list, the Position Hierarchy is the first place to go for troubleshooting. To find users with "orphaned" positions, you can go to Reports > Classic Reports > User Reports and run the Orphaned Users by Company report. On this report, no results is the desired outcome.

Latitude CG does not perform any spam filtering measures for messages sent from the LMS. Therefore, if you or your users are not receiving communications sent from the LMS, you will need to perform the following troubleshooting measures:

  • Check your local Junk and SPAM folders for blocked messages or have your IT department look for them in network level spam filters.
  • Add the Latitude Learning email domain to your list of safe senders ( Also, if you have used a default "From:" address on your LMS Messages configuration that incorporates a non-Latitude domain, your messages may be rejected by your organization's SPF filters because the sender address is different from the generating domain (Latitude). Contact Latitude ClientCare to get information about white-listing our domains and IP addresses.
  • Consult your LMS ClientCare or your IT department for further guidance

If your organization has purchased our LMS Add-On for Virtual Classrooms (VC), you will be using Adobe Connect (our current VC partner) or Saba Centra (legacy VC partner) to attend online classes. This document provides important information about how to successfully launch and participate in web-based training using your workstation and a headset/microphone. You can contact Latitude ClientCare or your Latitude Account Manager for information on purchasing this add-on. CLICK HERE for an Adobe Connect Participant Guide.

Having a single point of contact between your organization's portal administrators and Latitude ClientCare is our preferred process. Portal administrators should provide first line support to their users and contact Latitude if additional help is needed. The LMS provides several options to customize your portal and to encourage users to follow the correct support process, including the ability to provide local support contact information on the LMS Login page. 

Customize automated messages to include support contact information -- Portal Administrators have great flexibility to edit, brand, and otherwise manage system-generated notifications. There are more than 30 customizable messages that will automatically notify students, managers, and administrators when certain system events are scheduled and when specific training activities take place. Read the linked training document for an overview of the “Edit Messages” feature, as well as detailed instructions on how to customize LMS messages to better serve your organization and your users’ needs: Edit LMS Messages and Manage Automated Notifications

Employ organizational branding techniques to point users to your help desk from the Login or Welcome page -- The LMS can be branded with custom layout, style, and content at any level of the organization structure. We would suggest customizing your Login and Welcome pages to include direct links to support resources and/or contacts, making them readily available to all users. For step-by-step instructions on this topic, see the following document: Customize the LMS with Organization Branding, Color, and Style

Our Learning Management System is SCORM-compliant. Any eLearning authoring software capable of publishing content in SCORM 2004 or SCORM 1.2 output files is technically compatible. 

Latitude Learning cannot recommend a specific authoring tool, but can report that many of our customers use Adobe Captivate, Articulate Storyline, and others to successfully generate courses. Such applications provide many design and configuration settings to help an organization build courses that meet their training needs and record student history in the LMS. Note: We also recommend using an authoring tool that can support HTML5 First or HTML5 only output. Due to the impending Adobe end-of-life for Flash Player in 2020 and all major browsers making Flash Player support more restrictive with every release, this will ensure that your courses will run for the foreseeable future without issues caused by Flash content.

If your SCORM package fails to load or deploy, it usually means that the file is invalid or incompatible with the LMS in some way. You may need to make changes to how you created the SCORM package and try uploading it again. Let's start troubleshooting for the simple solutions first.

Below are some links to training resources we provide to help you configure, test, and upload SCORM files to the LMS: 

DOCUMENT: Add an eLearning course and Upload SCORM content
VIDEO: How to Deploy SCORM Content

And here are a few pointers on how to resolve some of the most common issues:

  1. There are several places which must not include any special characters (e.g. @, $, &, etc.) Note: Allowable characters are alphanumeric (A-Z and 0-9), hyphen (-), and underscore (_). 
    • The course code in the LMS
    • The filename of the SCORM output .ZIP file
    • On rarer occasions, some areas within the authored content itself, including the titles and identifiers that may be part of the publishing settings.  Depending on how the content is authored, it  could pose a potential problem if they exist in quiz titles, question titles, answer choices, or any place where interactional and navigational data in the SCORM/XML files could be suspect. 
  2. The eLearning authoring tool you use for zipping content can impact the folder structure and therefore the location of the manifest file. After your content is zipped, please ensure that the imsmanifest.xml file is located in the root of the zip folder. When you view the zip file contents, it should be visible without having to open a subfolder.
  3. There is a SCORM file size limit of 180 MB.
  4. Test the validity of your SCORM content from third party websites. This does not guarantee it will work in the LMS, but can help identify potential issues in content before attempting to load it in the LMS. SCORM Cloud or Articulate Test Suite.

If you thoroughly review these training materials, verify your content is compliant, but still cannot figure out why your content will not deploy properly, please contact LatitudeLearning ClientCare. We will ask you to describe your exact upload process and report any error messages you may receive while uploading. 

If you are able to upload/deploy content to the LMS successfully, but still encounter issues launching the course, we also provide a debugging tool on the SCORM tab. Please try troubleshooting using the course's SCORM tab Test Launch option with debug information enabled before submitting a request to our ClientCare team. Note: We also recommend using an authoring tool that can support HTML5 first or HTML5 only output. Due to the impending Adobe end-of-life for Flash Player in 2020 and all major browsers making Flash Player support more restrictive with every release, this will ensure that your courses will run for the foreseeable future without issues caused by Flash content.

The LMS database is designed to ensure the integrity of student training and certification history, so information cannot be deleted. All elements created in your portal are archived for historical records, reporting and analysis. 

However, most records can be deactivated, essentially "deleting" the information from the general LMS user's experience. Once an record is end-dated, only users assigned the "Portal Administrator" role can see the inactive information.

  • Organization -- It is strongly recommend that you DO NOT inactivate any of the upper level organization structures - Company, Business Unit, Division - even if your organization does not officially have a structure with those levels. At a minimum, let them default to what the LMS builds for you to keep the portal structure intact. Many system and user functions are tied to Locations and Locales as well. So deactivating any organization can impact what users are able see and do in the LMS. For more information on this topic, please read: Create and Manage Your Organization Structure
  • User -- Once a user account is end-dated, that person will not be able to log into the LMS and will no longer count toward an Active User License limit. Remember that every user must have at least one active profile to access the system and complete training. For more information on user management, see linked document: Manage User Account and Profile Records - Modify, Deactivate, Reactivate
    Note: Inactive users do not count towards Active User License counts.
  • Course -- End-dating a course renders it inactive and essentially inaccessible to all LMS users except the Portal Administrator. If you have uploaded SCORM content for an eLearning course, and you would like that content removed, please feel free to replace the content with an empty SCORM file. Read about other options for hiding courses here: Restrict Course Visibility and Open Enrollment Dates

The Latitude technical team can manually delete information from our systems upon request to Latitude ClientCare. Please note that depending on the scope of the effort, these types of requests may require the use of paid operational services. Latitude will provide an estimate for approval in such cases.

Every LMS comes standard with reports on Course, User, and Training Progress. Our reporting feature is only available to administrative users, and provides a tailored list of reports based on the general needs of each role. Report access is restricted by a user's assigned highest Role. Report results are restricted, or "scoped", by a user's profiles and positions. For non-administrative roles, they only see information for the organizations to which they belong and for the users who report up to them in the position hierarchy or person-to-person managerial settings. Follow the link below for detailed information.

List of Standard LMS Reports with Descriptions, Filter Criteria, and Expected Results

Based on your organization's preferences, you may see more, fewer, or even different reports from the standard list. Log into your LMS and select "Reports" from the Navigation page or from the left navigation menu on our Classic home page to get started.

**We also have a new Reporting Engine with a Report Writer you can use to create your own reports and share them with other roles. For more information, see the document Report Writer or watch our Training Video which highlights the new engine and how to use it.**

For companies that employ certified training programs, LatitudeLearning is an ideal learning management partner. Training Programs are a way to both organize certified requirements into time-bound units that facilitate required training today, and to set goals for the next training period. Portal Administrators can mix prerequisites, equivalencies, electives, and mandatory courses with performance data to create Certifications and Curricula that drive employee performance.

CLICK HERE for an overview of the key concepts and terminology used in managing Certifications, Training Goals, and more.
CLICK HERE for details on how to use our new, user-friendly Assign Goals tool.
CLICK HERE to learn about setting up Goal Rules.