---
title: Troubleshooting
slug: YdJN-troubleshooting
createdAt: 2026-09-07T12:24:11.140Z
---

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:**

1. Open the **Language** menu at the top of the Dashboard.
2. Review the available languages.
3. Select your preferred language.

:::hint{type="success"}
**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:**

1. Open the **Profile** menu in the top-right corner.
2. Check the account you're currently signed in with.
3. Confirm that your role is shown as a Student.
4. 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:**

1. Check the **Simulation Credits** count at the top of your Dashboard.
2. If you have no credits available, contact your **Tutor or Tutor Admin** for help.
3. Once credits are available, return to the **Library** and try starting the simulation again.

:::hint{type="info"}
**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:**

1. Check the **Cohort** selected at the top of your Dashboard.
2. If you belong to more than one cohort, open the **Cohort** menu and select the relevant cohort.
3. Open **Library** and check the available simulations again.
4. 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:**

1. Open the **Cohort** menu at the top of the Dashboard.
2. Check which cohort is currently selected.
3. Select the cohort you're currently working in.
4. 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:**

1. In Chrome, open the SimFlow simulation.
2. Click the **🔒 site information icon** next to the address bar.
3. Find **Microphone** and set it to **Allow**.
4. Refresh the SimFlow page and rejoin the simulation.
5. If it still doesn't work, check that the correct microphone is selected in your device's sound settings.
6. Close apps such as Teams, Zoom, or other applications that may be using the microphone.

:::hint{type="info"}
**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:**

1. Open your device's **sound settings** and check the selected output device.
2. Switch to the correct **headset or speakers** if needed.
3. Increase your **system volume**.
4. Check the **browser tab volume** and make sure it is not muted.
5. 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:**

1. Use a **wired headset** if possible.
2. Lower your speaker volume or switch to **headphones**.
3. Move closer to your Wi-Fi router or use a **wired internet connection** if available.
4. Close other applications that use significant bandwidth, such as video calls or downloads.
5. 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:**

1. Check your internet connection and make sure it is stable.
2. Move closer to your Wi-Fi router or switch to a **wired connection** if available.
3. Close other applications that use significant bandwidth.
4. If you're using a **VPN or hospital network**, try another network if your organisation's policy allows it.
5. 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:**

1. Wait a moment to see if the simulation resumes.
2. Check that your internet connection is stable.
3. Refresh the SimFlow page.
4. Rejoin the simulation and try again.
5. 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:**

1. Make sure you're using the latest version of **Chrome, Edge, or Firefox**.
2. Check that SimFlow has permission to access your **microphone**.
3. Avoid using **Private or Incognito mode** if browser permissions are blocked.
4. Refresh the SimFlow page and try again.
5. 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:**

1. Return to the Dashboard.
2. Open **My Assessments**.
3. Find the completed simulation you want to review.
4. 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:**

1. Refresh the SimFlow page.
2. Open **My Assessments** from the Dashboard.
3. Find the completed simulation.
4. Open it to review your performance and assessment feedback.
5. 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:**

1. **Refresh the SimFlow page**.
2. Check that the correct **Cohort** is selected.
3. Return to the relevant area, such as the Library or **My Assessments**.
4. 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](mailto\:info@simflow.ai)**  if the issue appears to be with the SimFlow platform.
- Report the **issue **or **share feedback **directly in the SimFlow app.