Troubleshooting for Admins FAQ

Issue:

A learner may not have received their invite because it ended up in their spam folder or was caught by antivirus filters.

A learner may also find it difficult to handle their invite independently due to technical or operational reasons. If so, you can access the invitation URL, activate it on their behalf, and send the credentials directly.

Answer:

#1 Obtain the learner invitation link and send it to the learner.

• Use Copy Invitation link to get the invite link sent from Form to the learner.
• Go to People → Users → search for the user, then click the three-dot menu → Copy invitation link.

• Admins can see an overview of the invite acceptance process here.

#2 Activate the invitation on the learner's behalf:

• As an admin, click the invitation link obtained above.
• Set the password and validate the email as directed.
• Send the credentials and the login link (https://app.melearning.co.uk/) to the learner so they can change their password.

Issue:

You want to understand what courses a learner has been enrolled in, completed, or can browse to help troubleshoot course completion.

Solution:

Use Login as learner to see Form through the learner's eyes. This is a close simulation of the learner's experience. It helps when reviewing enrolled, completed, or browseable courses.

Go to People → Users → search for the user, then click the three-dot menu → Login as learner.

Issue:

A learner's account used to work but is now locking them out. The password reset is not working either.

Solution:

This is most likely caused by the learner trying to log in at the wrong location. This is common if the learner searches for the Me Learning website via a search engine.

The most reliable result occurs when the learner uses the same link they were originally invited with. Confirm they are accessing: https://app.melearning.co.uk/

If they had a previously working account, it is unlikely it stopped working on its own.

Issue:

Learners complete a module but Form is not recording the completion. This usually indicates something has obstructed the connection between the learner's device and Form.

Solution #1 - Refresh the browser session

• Force your browser to reload completely using the keyboard shortcut: Ctrl+Shift+R

Solution #2 - Run Form in Private or Incognito mode

• Open a new incognito session by pressing: Ctrl+Shift+N
• Ask the learner to access the course, launch, and complete it.

Solution #3 - Clear the Suspend Data

• If the resets above do not work, the Suspend data may be corrupt. Old sessions or stale connections can cause this.
• Reset the suspend data by editing the module status to "Not started".

Solution #4 - Manual completion of the module

• If all the above have been attempted, you can complete the module manually.

Issue:

A learner sees an error message showing a connection issue.

Solution:

There are two steps to resolve this:

1. Edit the module to "Not started". This clears the suspend data and resolves minor issues.
2. Withdraw and re-enrol the learner. This is a more thorough reset.
   • Withdraw the learner via Catalogue → three-dot menu → Withdraw learner.
   • Enrol the learner again via Catalogue → three-dot menu → Enrol learner.

Issue:

All modules are marked as Complete, but the course status has not updated.

Solution:

The overall course status has failed to update. A nightly routine addresses such irregularities. If you need an immediate fix, withdraw the learner, re-enrol them, and manually complete the modules.

Issue:

An attendee was marked as present in the register but did not attend, yet was later found to have attended the session.

Solution:

Create a backdated session, book the learner onto it, and complete the register. This links the event completion to their History record.

Follow the instructions to create a backdated session.

Issue:

A learner encounters blocks when trying to access training courses. Strict network security policies may be preventing access.

Solution:

Ask your ICT team to add the following URLs to the Allow-list:

• *.app.melearning.co.uk (HTTPS)
• learning-content.melearning.uk (HTTPS)
• https://learning-activities.app.melearning.co.uk