How to solve the "[site].com refused to connect" issue in the Learn365 player

Introduction

In rare cases, while taking training in the Learn365 player, learners may encounter the "[site].com refused to connect" issue instead of the content to go through.

This article describes the cause of the issue and possible solutions.

 

The issue cause

While taking training in the Learn365 player, learners may encounter the "[site].com refused to connect" issue instead of the content to go through, as in the image below.

This may happen to content that is added to a course learning module, for example, Microsoft Office documents. 

The issue reason is in the third-party cookies settings of the user's browser.

 

 

Checking the console will show the "Refused to display 'https://xxx' in a frame because it set 'X-Frame-Options' to 'deny'." error as in the image below.

 

 

Possible solutions 

The issue can be resolved by allowing third-party cookies in the user's browser settings. 

Below, you find a guide on how to allow third-party cookies in Google Chrome, Microsoft Edge, and Safari browsers.

 

For Google Chrome users

1. In the Google Chrome browser, select Settings > Privacy and Security > Cookies and other site data.

Another way to reach this page is to follow the chrome://settings/cookies link.

2. Select Allow all cookies.

 

 

3. Refresh the page with the Learn365 player. Now, the embedded course content should be properly loaded.

 

For Microsoft Edge users

1. In the Microsoft Edge browser, select Settings > Cookies and site permissions > Cookies and data stored > Manage and delete cookies and site data.

This opens the Cookies and site data page.

Another way to reach this page is via the edge://settings/content/cookies link.

2. In the Block third-party cookies option, drag the toggle to disable it.

 

 

3. Refresh the page with the Learn365 player. Now, the embedded course content should be properly loaded.

 

For Safari users

1. Follow the instructions on how to enable cookies in Safari on Mac. 

2. Refresh the page with the Learn365 player. Now, the embedded course content should be properly loaded.