Troubleshooting
Most SimFlow issues are caused by browser permissions, audio devices, network connection, simulation credits, or cohort access. This guide covers common problems before, during, and after a simulation and how to resolve them quickly.
✅ Quick troubleshooting checklist
Before troubleshooting a specific issue, try these quick fixes:
- Use the latest version of Chrome, Edge, or Firefox.
- Check your internet connection and, if using a hospital network or VPN, try another network if allowed.
- Refresh SimFlow and avoid Private or Incognito mode if permissions are blocked.
- Use a headset and make sure the correct microphone is selected.
- Check your Cohort and Simulation Credits before starting a simulation.
🌐 Language and Account
SimFlow Is Showing the Wrong Language
Symptoms
- The SimFlow interface is displayed in a different language than expected.
- You want to use a different language for your simulations.
Most common causes
- The wrong language is selected in the Language menu.
How to fix it:
- Open the Language menu at the top of the Dashboard.
- Review the available languages.
- Select your preferred language.
Info: Available languages include English (GB), Nederlands (NL), Français (FR), Deutsch (DE), Italiano (IT), Português (PT), and Español (ES).
My Account or Role Looks Wrong
Symptoms
- Your account information doesn't look correct.
- Your role isn't shown as a Student.
- You're not sure which account you're currently signed in with.
Most common causes
- You're signed in to the wrong account.
- Your account or role has been configured incorrectly.
How to fix it:
- Open the Profile menu in the top-right corner.
- Check the account you're currently signed in with.
- Confirm that your role is shown as a Student.
- If your account or role is incorrect, contact your Tutor or Tutor Admin.
🎟️ Before Starting a Simulation
I Can't Start a Simulation" (No Simulation Credits)
Symptoms
- You can't start a simulation.
- Your available simulation credits have reached their limit.
- You see that you don't have enough credits to start a simulation.
Most common causes
- You don't have any simulation credits remaining.
- You've already used your available credits.
How to fix it:
- Check the Simulation Credits count at the top of your Dashboard.
- If you have no credits available, contact your Tutor or Tutor Admin for help.
- Once credits are available, return to the Library and try starting the simulation again.
Tip: Each simulation uses a credit when you start it. Check your available credits before beginning a simulation.
I Can't Find a Simulation (Library)
Symptoms
- A simulation you expect to access isn't visible in the Library.
- You can't find the case or scenario you're looking for.
Most common causes
- The wrong cohort is selected.
- The simulation isn't available for your selected cohort.
How to fix it:
- Check the Cohort selected at the top of your Dashboard.
- If you belong to more than one cohort, open the Cohort menu and select the relevant cohort.
- Open Library and check the available simulations again.
- If the simulation is still missing, contact your Tutor or Tutor Admin.
I Can't See My Cohort Content
Symptoms
- The simulations or learning content you expect aren't available.
- The content shown in the Library doesn't match what you're currently working on.
Most common causes
- The wrong cohort is selected.
- You belong to multiple cohorts and another cohort is currently selected.
How to fix it:
- Open the Cohort menu at the top of the Dashboard.
- Check which cohort is currently selected.
- Select the cohort you're currently working in.
- Return to the Library and check the available content.c
💬 During a Simulation
They Can't Hear Me (Microphone Not Working)
Symptoms
- The microphone appears muted or no audio is detected.
- The character does not respond to what you say.
- SimFlow indicates that it cannot hear you.
Most common causes
- Microphone permission is blocked in your browser.
- The wrong microphone is selected.
- Another application is using your microphone.
How to fix it:
- In Chrome, open the SimFlow simulation.
- Click the 🔒 site information icon next to the address bar.
- Find Microphone and set it to Allow.
- Refresh the SimFlow page and rejoin the simulation.
- If it still doesn't work, check that the correct microphone is selected in your device's sound settings.
- Close apps such as Teams, Zoom, or other applications that may be using the microphone.
Note: Chrome is blocking microphone access, you may need to allow microphone access for SimFlow in your browser settings before starting the simulation.
I Can't Hear the Patient (No Output Audio)
Symptoms
- The simulation starts but you cannot hear the character.
- Your device volume appears to be working normally in other applications.
Most common causes
- The wrong output device is selected, such as speakers instead of a headset.
- Your browser has blocked audio autoplay.
- Your device is muted.
How to fix it:
- Open your device's sound settings and check the selected output device.
- Switch to the correct headset or speakers if needed.
- Increase your system volume.
- Check the browser tab volume and make sure it is not muted.
- Refresh SimFlow and rejoin the simulation.
The Audio Sounds Strange (Echo, Feedback, or Robotic Audio)
Symptoms
- You hear your own voice during the simulation.
- The audio sounds distorted, robotic, or unclear.
- There is noticeable feedback between your microphone and speakers.
Most common causes
- Laptop speakers are looping audio back into the microphone.
- A poor connection is causing audio jitters.
- Your Bluetooth headset connection is unstable.
How to fix it:
- Use a wired headset if possible.
- Lower your speaker volume or switch to headphones.
- Move closer to your Wi-Fi router or use a wired internet connection if available.
- Close other applications that use significant bandwidth, such as video calls or downloads.
- Rejoin the simulation and check the audio again.
The Simulation Is Lagging or the Conversation Keeps Stopping
Symptoms
- There are long delays before the character responds.
- The conversation is stuttering.
- The conversation is interrupted or dropped.
Most common causes
- An unstable network connection.
- High latency or limited bandwidth.
- Other applications are using significant network bandwidth.
How to fix it:
- Check your internet connection and make sure it is stable.
- Move closer to your Wi-Fi router or switch to a wired connection if available.
- Close other applications that use significant bandwidth.
- If you're using a VPN or hospital network, try another network if your organisation's policy allows it.
- Refresh SimFlow and rejoin the simulation.
The Simulation Isn't Responding
Symptoms
- The character stops responding during the simulation.
- The conversation appears to be stuck.
- Your actions don't seem to progress the simulation.
Most common causes
- A temporary browser or network issue.
- An unstable internet connection.
- The page needs to be refreshed.
How to fix it:
- Wait a moment to see if the simulation resumes.
- Check that your internet connection is stable.
- Refresh the SimFlow page.
- Rejoin the simulation and try again.
- If the issue continues, contact your Tutor or Tutor Admin.
The Simulation Isn't Working Correctly in My Browser
Symptoms
- The simulation doesn't load correctly.
- Features don't respond as expected.
- The simulation behaves differently from normal.
Most common causes
- You're using an outdated browser.
- Browser permissions are blocked.
- You're using Private or Incognito mode.
How to fix it:
- Make sure you're using the latest version of Chrome, Edge, or Firefox.
- Check that SimFlow has permission to access your microphone.
- Avoid using Private or Incognito mode if browser permissions are blocked.
- Refresh the SimFlow page and try again.
- If the issue continues, try another supported browser.
📊 After a Simulation
I Can't Find My Completed Simulation
Symptoms
- You completed a simulation but can't find it.
- You want to review a previous simulation.
Most common causes
- You're looking in the Library instead of My Assessments.
How to fix it:
- Return to the Dashboard.
- Open My Assessments.
- Find the completed simulation you want to review.
- Open the simulation to review your results and feedback.
I Can't See My Results or Feedback
Symptoms
- You completed a simulation but can't find your results.
- Your assessment feedback isn't visible.
Most common causes
- You're not viewing the completed simulation through My Assessments.
- The page hasn't refreshed since you completed the simulation.
How to fix it:
- Refresh the SimFlow page.
- Open My Assessments from the Dashboard.
- Find the completed simulation.
- Open it to review your performance and assessment feedback.
- If your results or feedback are still missing, contact your Tutor or Tutor Admin.
My Changes or Content Aren't Showing
Symptoms
- A simulation or learning content you expect to see isn't appearing.
- Your latest information isn't showing in SimFlow.
Most common causes
- The page hasn't been refreshed.
- The wrong cohort is selected.
How to fix it:
- Refresh the SimFlow page.
- Check that the correct Cohort is selected.
- Return to the relevant area, such as the Library or My Assessments.
- If the issue persists, contact your Tutor or Tutor Admin.
🆘 Still Need Help?
If you've tried the troubleshooting steps above and still have an issue:
- Contact your Tutor or Tutor Admin if you need help with simulations, content, or assessment information.
- Contact SimFlow Support at info@SimFlow if the issue appears to be with the SimFlow platform.
- Report the issue or share feedback directly in the SimFlow app.