Are you on mac or windows? Here are the instructions on windows:
This is probably what you are going to need to do:
Here is a video showing the steps you need to take and below are written instructions:
Fixing Stuck Windows Installation - Portal BeyondLabz com
Disconnect your Connect program-
Click in the bottom right of your screen on the up arrow, right click on the flask icon and select Quit:
Open this folder on your computer (its hidden, you’ll have to unhide folders)
You should have an unzipped folder there called Virtual ChemLabWin (you’ll have folders for any labs you attempted to download). If the unzipped folder is empty, try to unzip the zipped folder- if that doesn’t work, delete the zipped folder (it must have gotten corrupted) and download again from the website.
Please drag that unzipped folder to this location:
Now refresh your browser (ctrl+r) and login again, Connect again and hopefully the lab will say open this time!
If you still need help, please reach out to firstname.lastname@example.org with specifics on where you got stuck and we can help you!
The mac install video where we show the process of finding the hidden folders on mac is on the support page if you need that one.