Training Courses Not Working Properly? (VPN / Proxy Issues)

Training Courses Not Working Properly? (VPN / Proxy Issues)

For the best experience with ComplianceTrackr training courses, we strongly recommend disabling any VPN or proxy services when using the app.

If you are having trouble with our training courses — such as content not loading, videos freezing, progress not saving, or quiz issues — this is often caused by a VPN or proxy running in the background.

For more information about why VPNs and proxies are not compatible with ComplianceTrackr, please read our article: Why am I blocked from using ComplianceTrackr? (VPN / Proxy Issues)

Why does this happen?

ComplianceTrackr’s training courses require a stable, direct internet connection to function correctly. When a VPN, proxy, or any location-hiding service is active, it can:

Slow down or interrupt the connection to our servers
Cause course content to load incorrectly
Prevent progress from being saved properly
Interfere with quiz results and certificate generation

Even if you can successfully log into the app, these services can still create problems specifically with the training modules.

What you should do

Completely disable any VPN or proxy before starting a training course.
Make sure the service is fully turned off (not just paused).
Close and reopen the ComplianceTrackr app.
Start or continue your training course.

Common services that can cause course issues:

NordVPN, ExpressVPN, Surfshark, ProtonVPN, etc.
Any privacy, anti-tracking, or “Hide My Location” apps
iCloud Private Relay (iOS) - no issues reported with iCloud Relay
Android Private DNS or similar settings

Tip: Always use ComplianceTrackr with your VPN turned off for training courses, even if you use one for other apps.

Still having issues after disabling your VPN?

Try these troubleshooting steps:

Restart your phone after turning off the VPN.
Switch between Wi-Fi and mobile data to test.
Clear the app cache (Settings → Apps → ComplianceTrackr → Storage → Clear Cache).
Make sure your internet connection is strong and stable.

Need further help?

If you’ve disabled all VPNs and proxies and are still experiencing problems with the training courses, please contact our support team.

Email: support@sm8a.com.au

When emailing us, please include:

The exact issue you’re experiencing (e.g. course won’t load, progress not saving, etc.)
Whether you’re on Wi-Fi or mobile data
The make and model of your phone
A screenshot of the issue (if possible)

We’ll get you sorted quickly.