Thank you for choosing Noverant LMS as your online training service! At Noverant Support, we strive to ensure that your issues, tasks, or requests are resolved in a timely manner and also provide follow-up to ensure you are given adequate support.
This Troubleshooting Guide gives quick and efficient answers and suggestions to our most frequently asked questions that can be resolved by you the client first. If these answers or suggestions do not work, please do not hesitate to submit a request to our support team.
Why do I not see users in the group after I assigned training?
Is the available date in the future? If so, then the assignment wont show until the assignment is available.
A recurring assignment isn’t showing for users and this is the timeframe it should now be available
Check the audit trail of the learning object, if there was a change to the recurrency rule, you must perform the “Update Recurrencies” from the learning object actions dropdown.
A user(s) cant get a completion on an assignment because it is “awaiting signature” but who should sign it to complete it
First, check the learning object E-signature routing. If it is looking for a manager or approving manger, go to the group and ensure there is someone listed in those spots. If no one is listed, you will have to add someone there to complete the E-signature for the user’s assignment.
Why cant I force complete an assignment for this user while having the correct privileges.
If this is an optional training, these assignments are not allowed to be forced completed from the learning event. Optional trainings are determined by the user and they are able to remove the training.
A user that is able to view rosters and verify session attendance cannot perform the task
A user cannot verify attendance for a course that they do not have ownership of. Regardless of if they are a group admin or group manager, if the course is owned by an OU that is above them, they cannot record attendance. Yes, the user has to be an admin of the group that owns the course.
How are some users not showing for particular assignments on the group dashboard?
For the occurrence of users seemingly missing from the group assignees list for the associating assignment, this is because the users assignment is status as "Complete(Expired)". In this panel we do not show users with that status for associating assignments as this dictates the assignment is no longer in compliance for that user.
User(s) are not able to gather a completion status after taking their E-learning assignment
This is likely due to the user not clicking exit from within the module but instead closing out the tab. This would give the user an in-progress status. You can have the user go back into the module and look for the exit button in the module. Alternatively, you can force complete the assignment from the assignment actions dropdown for the user.
How do I remove an assignment from a user that was accidentally given?
Once you're on the user's assignment detail page, scroll down to the assignment history section. From here expand the section and locate the "assignment actions" dropdown. From the dropdown, you should see the "Remove Assignment" option. In the event you do not see the remove assignment option in the dropdown, please submit a support ticket for further review
I’m having trouble logging in
1.Make sure you're using the correct domain. The domain should end with /protected/home
2. If you do not see the username or password fields, you can reveal them with the command Ctrl backslash
I have users in UMIT file that need to be removed but they’re still active in the LMS after the file is processed
Check the user’s groups in the LMS, it is likely that they are in a group with Ignore By Automation enabled.
I reactivated a user using UMIT but they did not receive a welcome E-mail
When a user is re-activated, they do not receive a welcome E-mail. If you know the users who are reactivated you can send a resend welcome E-mail to the users.
Is there a way to bulk update users passwords through UMIT or a bulk file
There is currently not a way to bulk update users passwords.
When looking at audit trails I see “Updated by Anonymous”. Who is this referring to?
This "updated by anonymous" on the audit trail means a "system"(LMS) change was made. This ranges from syncs being made to correct assignment dates, or even an automation task.
How can I add a note or comment to a users profile without impacting an assignment?
You should create a document or pdf file with the information and add as an attachment to the user’s profile.
When I uploaded a bulk file I receive the error this course/group/assignment does not exist in the system but I know it exist in the LMS.
This is likely due to a couple of reasons listed below:
- Check that the spelling matches in the system with the spelling in your file, including punctuation marks.
- Make sure there are no spaces in the file or that the spaces match in the file as it is in the system.
- Try copying and pasting the name from the system into the file and testing for accuracy.
Why Is The E-Learning Not Working?
1. First check the E-Learning on the SCORM Cloud website https://app.cloud.scorm.com/sc/guest/SignInForm. This is a free service that ensures the module is working as expected which isolates the problem to the LMS. If the E-Learning in scormcloud is not working then that points to an issue within the module, which we recommend reviewing the module and/or republish
2. Be sure the manifest is included in the zip file
3. Do not upload the E-Learning file from a shared drive, rather make sure it is uploaded via "Desktop"