FAQ

I did not receive a welcome email

Check first: Look in your spam or junk mail folder. Lantern welcome emails occasionally land there.

If it is not there:

1. Contact your Facility Director and confirm they have the correct email address on file for you.
2. Ask them to request that the Lantern administrator resend your welcome email.

I cannot log in — my password is not working

1. Go to the login page and click Lost your password?
2. Enter your email address and click Get New Password.
3. Check your inbox (and spam folder) for a reset link.
4. Follow the link to set a new password, then try logging in again.

If you are still unable to log in after resetting your password, contact your Facility Director.

No course is showing on my dashboard after I log in

Most likely cause: You have not been enrolled in a course yet.

1. Confirm with your Facility Director that your Lantern account has been set up and that you are enrolled in a course.
2. If they confirm enrollment but the course is still not showing, try logging out and back in. If it still does not appear, ask your Facility Director to contact the Lantern administrator.

My progress is not updating after I complete a lesson

Check first: Confirm that you clicked Mark Complete at the end of the lesson. Simply viewing the lesson content does not mark it complete.

If you did click Mark Complete and it still shows 0%:

1. Try refreshing the page.
2. Log out and log back in.
3. If the issue persists, contact your Facility Director and describe which lesson is affected.

I completed the course but cannot access the library

Expected timing: Library access is granted automatically when you reach 100% completion. This should happen immediately.

1. Log out and log back in.
2. If you are at 100% completion and the library is still inaccessible, contact your Facility Director. They can verify your completion status in the Director Portal and contact the Lantern administrator if needed.

I can see the library but cannot find a specific piece of equipment

Possible causes:

• The equipment may not be in your facility’s allowed list
• The search term may not match the equipment’s name or category in the system

1. Try searching with a different term (e.g., the manufacturer name, model number, or category).
2. Browse by category rather than searching.
3. If you believe the equipment should be in your library but cannot find it, contact your Facility Director.

I found an error on an equipment page or in a workflow

Do not attempt to work around incorrect information. Report it directly:

1. If the page has a comment section, leave a comment describing the error. Be specific: note which field or step is incorrect and what the correct information should be.
2. If there is no comment section, submit a support request.

My Favorites disappeared

Favorites are saved to your Lantern account. They will persist across sessions as long as you are using the same account.

1. Confirm you are logged in with the correct account (check the username shown in the navigation).
2. Log out and log back in.
3. If items are still missing, contact your Facility Director.

I need to download my certificate

1. Log in to Lantern Academy.
2. Go to your profile (click your name or the profile icon in the navigation).
3. Find the Certificates section.
4. Click Download next to your completed course certificate.

My certificate link does not work

Certificate links require you to be logged in to Lantern Academy. Open the link in a browser where you are already logged in. If you are not logged in, log in first and then open the link.

I want to stop receiving progress emails

Click the Unsubscribe link in the footer of any progress email. This will globally opt you out of all Lantern Academy progress emails. If you unsubscribe accidentally and want to be re-added, contact your Facility Director.

I see a blank page or an error when I open the library

1. Try a hard refresh: press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac).
2. Clear your browser cache and try again.
3. Try a different browser (Chrome, Firefox, or Safari).
4. If the problem persists, contact support with a description of the error and the URL you were trying to access.