Children and Youth Protection Training Errors

Members in our ward have been encountering a series of errors while trying to take the Children and Youth Protection Training course. While some members have been successful (even as late as the evening of Sep. 21) others are having issues, despite trying to use multiple web browsers on different computers. The due date is today, and most members have completed the training, but some will simply not be able to.

Some of the browsers used:
Firefox on PC (first use in new user account)
Safari on iPad (even after clearing all browsing history)
Chrome (cache cleaned, multiple computers, "incognito" mode on and off)

Here are the three errors I have seen:
- One member, immediately after logging in, sees errors about their MRN being unlinked (which seems similar to this post: viewtopic.php?f=92&t=35079&p=200759)
- Other members are able to log in and start the training, but partway through they receive an error message "We are not able to report on your course progress, please try again later. We are sorry for the inconvenience."
- Another member reported that he completed the training, logged off, then his wife logged on and took the training, and it reported completion with his name.

These types errors seem to be widespread, scattered across various posts on this forum, but they seem they could be related. Is there any information on if this is something we are missing on our side, or is it that there are some bugs or overloading in this new system?

I've taken the course several times and the completion is not being recorded. Please correct the web code.

coyrl wrote:I've taken the course several times and the completion is not being recorded. Please correct the web code.

This is a user-to-user forum. The folks who actually develop the code rarely frequent this site. The will see all feedback you send through the web feedback pages, and your ward clerk also will be able go help you get your training recorded.

It seems that many of the problems listed above have been addressed. I reached out to the web developers by submitting feedback on the web page and received instructions on how to manually report course completion. However, this ended up not being necessary as the issues were resolved after a couple of weeks.

lajackson wrote:This is a user-to-user forum. The folks who actually develop the code rarely frequent this site. The will see all feedback you send through the web feedback pages, and your ward clerk also will be able go help you get your training recorded.

I am the clerk for my ward. As of yet I have been unable to find any way of helping people get their training recorded. Could you tell me how I can do that?

Thanks!

keatonator wrote:I am the clerk for my ward. As of yet I have been unable to find any way of helping people get their training recorded. Could you tell me how I can do that?

I am the ward clerk for my ward - I believe if the member was successful at completing the training AND received an email stating it was complete, the clerk can send the email to the Global Service Center and they can manually record the training on the member's record. Other than assisting members with ensuring their membership number is correct on their login, there is not much more I know how to help with other than this.

My MRN is [apparent MRN removed]. I am unable to access the training using my name and password.

[Moderator Edit: apparent Membership Record Number removed.]

Please keep in mind that this forum is visible to anyone on the Internet, including those who are not Church members, search engines, and potentially identity thieves. Posting MRNs is not advisable.

mpowell@mdsiphysicians.com wrote:My MRN is [apparent MRN removed]. I am unable to access the training using my name and password.

If you are not able to log in to your Church Account, please see the announcement topic at the top of the Church Account forum: viewtopic.php?f=92&t=30383

Your ward clerk should be able to help with either getting signed in to your Church Account or with accessing the training. If necessary, your ward clerk can arrange for the Global Service Center to fix things.

When do I know when I’ve completed the training? I’m stuck after reading the different types of abuse. Is there more? Thank you. Kim Lesher

I completed the children and youth training program over at the Seattle temple wasn’t able to connect with it because I work in the baptistery so if you could tell me what I need to do to take care of that problem, I would like to know thank you

dadad60@ wrote: Sun Jan 22, 2023 10:47 pm I completed the children and youth training program over at the Seattle temple wasn’t able to connect with it because I work in the baptistery so if you could tell me what I need to do to take care of that problem, I would like to know thank you

I do not know how they do it, but I completed the training at home making sure that I used my Church Account. The temple was able to see that I had done so.

Since the Church does not give out any type of certificate, I do not know that there is anything else you are able to do.

In case it might be applicable to this training, at another venue (former employer), it was recommended to capture a screenshot (or take a photo of the screen) as documentation of completion of training in case the official record got lost.

dadad60@ wrote: Sun Jan 22, 2023 10:47 pm I completed the children and youth training program over at the Seattle temple wasn’t able to connect with it because I work in the baptistery so if you could tell me what I need to do to take care of that problem, I would like to know thank you

Make sure your membership is tied to the church account you used to take the training. Perhaps the sync is slow, but the forum software is not showing you as a member.

If true, that would explain why the temple can't see your training.

Re: Audio not playing on Mac iOS

Hello. When signed into my Church account, I’m trying to take the Protecting Children and Youth training on the Church’s website. On the training’s startup screen, it says “Test Audio.” My speaker is turned all the way up, the Mute is turned off, and I get no audio. As I try watching progressing slides in the training, the audio doesn’t play for any portion of the presentation. I’m using Mac iOS on my iPad and iPhone, and have tried both Safari and Chrome. I’m unable to hear the audio in the presentation on any of the above.

Please advise on how to resolve this issue, as we are newly-called temple workers and are required to take the training.
Thanks very much!

darylkennethhunt wrote: Sat Nov 01, 2025 1:33 pmPlease advise on how to resolve this issue, as we are newly-called temple workers and are required to take the training.
Thanks very much!

For your awareness, the Tech Forum is not connected to the Church support teams. Rather, it serves as a place for user-to-user discussion and self-help, and we're all regular church members like yourself.

The first line of "tech support" generally is your local clerk. Your ward/branch may also have a technology specialist called. This is ideal because as you can imagine, it can be challenging to remotely diagnose and resolve an issue, and your local clerk or specialist can sit beside you and manually help determine how to get it working. I've often found that 5 minutes in-person with somebody more knowledgeable than myself, is much more efficient that multiple back-and-forths via email or other communication methods.

As a clerk I get lots of these apparently the training does not work on iPhone or iPad. This is frustrating for many members where this is their primary device of choice.

So pretty much they have to find a computer to take the training on that has audio. Once that requirement is met then training is completed. But I have about 9 on my list that have had a hard time with this part. I have contacted the church but it sounds like they simply don’t support the most popular devices for the training.