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Fix Phishing Simulation Training Stuck on Introduction Page
Question details
An employee completed a phishing simulation course, but the status is incorrectly marked as Not started and the course loops endlessly on the Introduction page.
- Product
- Microsoft Defender for Office 365
- Device & OS
- not provided
- Scenario
- An employee is trying to complete a mandatory phishing simulation training but is unable to register completion or retake the course due to a looping error.
- Observed behavior
- The course loops on the Introduction page, preventing any retakes, and the completion status remains Not started despite the employee spending seven minutes finishing it.
Ensure you are using a stable internet connection and verify that you are logged into the training portal with your primary corporate email address before proceeding.
Perform Browser and Cache Troubleshooting
Clearing the browser cache or using an incognito window resolves local data conflicts that frequently cause web-based training modules to loop or fail to sync.
Web browsers often store temporary data that can become corrupted, preventing the training platform from correctly recording your progress and moving past the introduction page.
Open your web browser's settings menu, navigate to the privacy or history section, and clear your cached images, files, and cookies.
Open a new Incognito (Chrome) or InPrivate (Edge) browsing window to ensure no conflicting browser extensions are interfering with the training platform.
Navigate to the security training portal link, log in with your credentials, and attempt to access the phishing simulation course again.
Verify Account Details and Sync Status
Ensures that the progress is being tracked against the correct user profile, as mismatched account sessions can prevent completion status from updating.
Escalate the Issue to IT Support
If local troubleshooting fails, providing specific diagnostic details allows administrators or Microsoft Support to investigate the backend synchronization error.
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Frequently Asked Questions
Why does my phishing simulation training status show as 'Not started' after I finished it?
This commonly happens due to browser caching issues, an interrupted internet connection during the course, or server-side synchronization delays on the security training platform.
Can I skip the Introduction page if the training course gets stuck?
Generally, compliance and security platforms require you to proceed through courses sequentially. If it loops or gets stuck, you cannot manually skip it; you must clear your browser cache or contact support to reset your progress.
What information does my IT admin need to fix this training error?
You should provide the exact name of the course, the date and time you completed the module, your account email address, and screenshots of the looping page and your dashboard status.
Will using a different browser fix the looping Introduction page?
Yes, accessing the training portal via an alternative recommended browser or an incognito window often bypasses stored cache conflicts and allows the course to progress normally.
