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Simulation not installed on your device

Seeing "Simulation not installed on your device"? The simulation is an app you install, not a website.

The Virtual Medical Coaching Web Portal opens in your browser. The simulation itself is a separate app that you install on each computer you use. This applies to the Desktop versions of X-ray Pro VR (Radiography) and RadSafe VR (Radiation Safety).

The message you seeSimulation not installed on your device. Please contact your learning provider for support.

Clearing your browser history or cookies, or switching to another browser, will not fix this.

How to fix it

  1. Check you are using a supported computer. See PC Requirements.
  2. On that computer, log in to the Virtual Medical Coaching Web Portal.
  3. Select Downloads from the left-hand menu.
  4. Download the Windows or Mac version of your simulation (Radiography or Radiation Safety), open the file and run the installer to the end. Downloading alone is not enough.
  5. Open the app once directly: on a Mac from Applications, on Windows from the Start menu.
  6. Go back to the Web Portal, choose your simulation and click Launch 2D simulation.

Using a university computer?

Each computer needs its own install. Ask your lecturer which computers have the software.

Phone, iPad, tablet or Chromebook?

These cannot run the simulation. You can still use them for the Web Portal and online self-assessments. See What is the desktop version?

Still seeing the message after installing?

  1. Ask the chatbot: the Ask me anything box, bottom right of any Help Center page.
  2. Still stuck? Submit a help ticket.

Help us fix it first time. A ticket that only says "it's not working" doesn't tell us what has gone wrong, so we can't fix it. We'll have to write back and ask for details, which slows everything down. Please include:

  • the exact message you see, word for word, or a screenshot of it
  • your computer make and model
  • what you did, step by step, before the message appeared
  • what happens when you open the app directly from Applications (Mac) or the Start menu (Windows)

Submit a help ticket