Customer Unable to Access Course in LMS: Missing Courses in Brightspace (D2L)

Created by Kevin Schmidt - HCPro, Modified on Thu, 9 Oct at 3:09 AM by Kevin Schmidt - HCPro

The following documentation is intended to provide a step-by-step for troubleshooting LMS access.

Ticket Referenced: https://support.ahima.org/helpdesk/tickets/8717

Confirm the following with User upon initial contact:

User primary email address
Order Id
Person ID (or AHIMA ID)
Course Title

If a user who purchased a Brightspace (D2L) course does not see the course populating in their LMS follow these steps to identify cause:

Step 1. Verify Course Purchase. Confirm the course was purchased - In the Person record Orders tab. If the order has not been shipped this indicates the order has not been processed at which point you must confirm payment before moving forward.

Step 2. Look for Course Record. Confirm the course is listed in the Online Class Registration tab - in the Person record Online Class Registration tab.

Step 3. Confirm Course Record Includes Enrollment External IDs: Double-click to open the active online class registration record to confirm it is in-progress and that it contains an Enrolled Course External ID and Enrolled Section External ID.*

Missing Enrolled Course and Section External IDs, please reference the following HelpDesk solution article: Customer Unable to Access Course in Learning Center: Check for Enrolled External IDs for additional troubleshooting steps.

If Enrolled Course and Section External IDs are not missing, proceed to Step 4.

Step 4. Check Course Expiry Date: Confirm if the course expire date was manually extended in Aptify by AHIMA staff (see history report in online class registration record).

SAMPLE: The following course (ID 11284) was extended by AHIMA staff in Aptify after the course had expired. All expired courses that are extended must also be updated in Brightspace (D2L) in order to restore access.

If the course end date was manually extended in Aptify and the status manually flipped, the reenrollment needs to also occur in Brightspace (D2L).*

*Courses are set to auto-expire in D2L per the original 365 day window.

Step 5. Validate Course Enrollment Status in Brightspace (D2L). In Brightspace, click on settings icon (top right corner) and select "Users"

Use the search box to look up user by first/last name or primary email address.

Click the upside down caret and select "View User Enrollment Log*"

*The User Enrollment Log is an all-inclusive list of all D2L course enrollments and un-enrollments tied to the user's account.

Column Name	Column Defined
Change Date (UTC)	When the update to the user enrollment status was made.
Action	The action performed to the user's enrollment status.
Org Unit Type	Refers to the part of the course that was updated. *(Typically, "Course Offering" or "Section")*
Org Unit Name	This is the Course name.
Org Unit Code	Refers to the Course "ID" used to identify in place of course name.
Role	Refers to the User's role in the course. (Typically, most user's will be Learners and few will be Instructors)
Enrolled By	Indicated who made the course enrollment update.

SAMPLE: The following screenshot is an example of a user who was unenrolled from Brightspace - Professional Coding Practice (WCB60119_9_1) on September 11, 2021 at 1:30 UTC time (as expected) and whose course was manually extended in Aptify after the course had already expired upon approval.

Since the user was approved for an extension AFTER the course had expired, the enrollment status and end date not only needed to be updated in Aptify, but also in Brightspace (D2L)*

*If the latest D2L course "Action" for the was an Unenroll due to a previously set course expiration, then the user will need to be reenrolled in to the course. Proceed to Step 6.

Step 6. Reenroll User to Course Brightspace (D2L)

Copy the Org Unit Code of the Course Offering that is missing in User's LMS.

Click on the "Enrollments" tab (to the left of the Enrollment Log tab) and paste the Org Unit Code you just copied in to the search box.

Edit the User's role from " -- Not Enrolled -- " to "Learner" (or Instructor, if applicable) for both the Section and Course Offering tied to the Org Unit Code, then click Apply.