Common Technical Issues
Website Not Loading / Not Showing Up: Check DNS settings.
Ensure they are correct for your platform (Mono/Duda) and allow propagation time (up to 48 hrs). Clear browser cache. Contact support if issues persist.
Stuck on the Information Update Screen?
If you're prompted to update your information upon login and find yourself unable to proceed, try zooming out in your browser (Ctrl + - or Cmd + -) or scrolling down the page. The 'Update' or 'Confirm' button may be hidden below the viewable area.
Training Center is Empty / Can't See Training
If you navigate to the Training Center and it appears empty or you can't see specific training modules you should have access to:
Click the 'Refresh Training' button in the upper right corner of the training area.
Click this button. This should repopulate the Training Center with the programs you have access to.
If refreshing doesn't work, contact our support team by submitting a ticket through the Help widget located in the bottom right of the Umbrella dashboard for assistance.
Training Videos Not Playing / Not Loading / Training Won't Open
If training videos aren't loading/playing or the training window doesn't open:
Use the Google Chrome browser and ensure it's updated.
Clear your browser's cache and cookies.
If you use a firewall or antivirus, ensure members.umbrellaus.com (or the relevant domain) is whitelisted.
Ensure your operating system (Windows/Mac) is up to date.
Popup Blockers: Training often opens in a new tab. Disable any popup blockers in your browser settings for the Umbrella site, as they might prevent the training window from opening. (On iPhone: Settings -> Safari -> Toggle off 'Block Pop-ups').
If videos are missing entirely, try the 'Refresh Training' button first . Contact support if issues persist.
