The hands-on labs in your learning modules run on Skillable, a third-party lab platform. Most access and launch errors are caused by your browser, your network, or an expired session, and you can usually fix them yourself in a few minutes. Work through the steps in order.
Three Things to Know First
Skillable hosts the labs, not Multiverse. Multiverse cannot directly reset or unlock a lab instance, so the self-serve steps below are the fastest route to fixing an error.
Labs can take several minutes to load. A blank or slow screen is not always an error, so give it a moment before you retry.
You have a limited number of lab attempts. Do not repeatedly cancel and relaunch a working lab, as you may use these up.
Quick Fixes to Try First
These steps resolve most lab errors. Run through them before anything else.
Refresh the page and wait a minute for the lab to fully load.
Log out of Multiverse, log back in, then relaunch the lab.
Clear your browser cache and cookies, then try again.
Try a different browser. Google Chrome is the most reliable. You can also use an Incognito or InPrivate window.
Disable browser extensions, especially ad blockers and document or offline extensions, which can interfere with the lab.
Run the connectivity check at
https://check.multiverse.io.
Fix the Specific Error You See
"Access Denied" or "Your access token has expired", or a black lab screen
Your session has expired, or your browser is blocking the lab's sign-in.
Log out of Multiverse, close all lab tabs, then log back in and relaunch.
Clear your cache and cookies, or open the lab in an Incognito or InPrivate window.
Allow third-party cookies for
my.multiverse.io,skillable.com, and*.labondemand.com.Disconnect from any VPN, then try again.
Try a different device or network, for example a personal laptop or home Wi-Fi.
The lab loads, then returns you to the Skillable sign-in screen
Your Skillable session is not being kept.
When prompted, register using your Multiverse Training Key, or sign in to your existing Skillable account.
Select the lab link again and start the lab.
Allow third-party cookies, as described above, so your session is remembered.
"Awaiting security review" or "Unable to launch via API"
This message usually means a temporary problem on the Skillable platform, not a problem with your account.
Try again a little later. These issues are usually fixed centrally by Skillable.
Complete the rest of the module in the meantime, so your progress is not held up.
If the message continues for more than a few hours, contact Multiverse Support so the team can check for a wider outage.
"There is a problem with WebView2"
This is a browser or device display issue.
Switch to Google Chrome and avoid any embedded browser view.
Clear your cache and cookies, then try an Incognito window.
If the problem continues, contact Multiverse Support, as this may need to be raised with Skillable.
A file is locked or read-only, "This lab does not allow saving", or "SkillableAPIError"
The lab's file did not start up correctly.
Relaunch the lab, then select the Sync button. This resolves most locked or read-only file issues.
If the file is still read-only, log out and back in, then relaunch.
"You have reached the maximum number of attempts"
Skillable manages and limits your lab attempts.
Refresh the page first to confirm this is not a display glitch.
If you have genuinely used all your attempts and need them reset, contact Multiverse Support. Multiverse raises attempt resets with the learning team, as we cannot reset them directly.
Network, Firewall, and Work-Device Blocks
If you use a company or university device or network, security settings often block the lab. To confirm this is the cause, disconnect from any VPN and test the lab on a personal network or device.
If the lab works on a personal network but not your work network, ask your employer's IT team to allow these domains: *.skillable.com and *.labondemand.com.
You can share the Multiverse Tech Requirements with your IT team to help them. To check what is affecting your connection, run the Skillable Speed Test at https://www.skillable.com/customer-support/speed-test.
If Self-Serve Steps Do Not Work
If you have worked through the steps above and the lab still will not launch, contact Multiverse Support through the in-app Help widget. To get a fast resolution, include the following:
The module and unit, for example "Module 3, Unit 3, Skills Application".
The exact error message, ideally with a screenshot.
The direct link to the lab or module page.
The troubleshooting you have already tried, including browsers, devices, and networks.
Your device type, operating system, and browser.
For general Multiverse login errors that are not specific to a lab, see the article "Troubleshooting Multiverse Platform Access Issues".
Check for a Known Skillable Outage
If many learners are affected at the same time, there may be a platform-wide Skillable issue. Before you escalate, "check the official Skillable status page at https://status.skillable.com for reported incidents.".
Frequently Asked Questions (FAQs)
Questions | Answers |
Question: Why do I see "Access Denied" or "access token has expired" when I launch my lab? | Answer: Your session has expired, or your browser is blocking the lab's sign-in. Log out and back in, clear your cache and cookies, allow third-party cookies for Skillable, and disconnect any VPN. |
Question: Can Multiverse reset my lab if it is stuck? | Answer: No. Skillable is a third-party tool, so Multiverse cannot reset a stuck lab. Work through the troubleshooting steps, and contact Support if the error continues. |
Question: My lab says "awaiting security review" and will not launch. Is my account broken? | Answer: No. This message usually means a temporary issue on the Skillable platform. Try again later and continue the rest of your module. Contact Support if it lasts more than a few hours. |
Question: The lab works at home but not on my work network. Why? | Answer: Your employer's network or firewall is most likely blocking Skillable. Ask your company IT team to allow the domains |
Question: My lab file is locked or read-only. How do I fix it? | Answer: Relaunch the lab and select the Sync button. If the file is still read-only, log out and back in, then relaunch. |