[adrian.wilde@choiceshomes.co.uk]

Hi, Once I have completed a course and I click on the view certificate button it does not load the custom certificate I have added and it just shows a spinning loading icon. Please see the video below although the video is only 20 seconds long it was doing this for some time before I recorded:

https://www.loom.com/share/aa09e81af257440496661e92e7663b87?sid=efe96fbf-c672-449a-8c46-19d448eb9ee1

Thanks

[serkan]

Hi Adrian,
Thank you for sharing the video—I can see the certificate isn’t loading and gets stuck on the spinner. Let’s troubleshoot this together.

Possible Causes & Fixes:
1. Plugin Conflicts
Action: Temporarily deactivate all plugins except your LMS/certificate plugin.
Check: Does the certificate load now? If yes, reactivate plugins one by one to identify the culprit.

2. File Permissions
If your certificate is a custom PDF/image, ensure:
The file is uploaded correctly (re-upload it as a test).
File permissions are set to 644 (contact your host if unsure).

3. Caching Issues
Clear all caches:
Browser cache (Ctrl + Shift + Delete).
WordPress cache (e.g., WP Rocket, W3TC).
Server cache (ask your host if needed).

4. JavaScript Errors
Check Console:
Open your browser’s developer tools (F12 > Console tab).
Reproduce the issue.
Share any red error messages here.

If the above doesn’t resolve it, please provide:
The name of your LMS/certificate plugin.
Whether the certificate is generated dynamically or pre-uploaded.
Any console errors (from Step 4).
I’ll help you get this sorted promptly!
Best regards.