This documentation is a guideline to address users unable to access Brightspace (D2L) course in the AHIMA Learning Center because it is missing or not listed.
Step 1.Validate user purchased the course.
Step 2. Validate user has course listed in Online Class Registration (take note of enrolled course/section external IDs, status, and start/end dates).
Step 3. Validate user has one (1) D2L person external account record in web users.
- If there is only one (1) D2L person external account record in web user, proceed to Step 8.
- If there are multiple D2L person external account records in web user, proceed to Step 4.
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Why do users have multiple D2L person external account records? The user more than likely used a secondary email / created a new account to purchase the course. When person records are merged in Aptify, the person external accounts will also be manually transferred to the primary Aptify person record. If any time you do notice that a Person has two (2) D2L person external account records then that means the user has two (2) active user accounts in Brightspace and cleanup is needed. |
Step 4. In Brightspace (D2L), look up the user (Click on Settings icon >> Users >> Search by full name)
Step 5. Hover mouse over the hyperlinked name, but do not actually click, to load the UID (numbers at end of redirect link)
***This UID should match the primary Account ID in the D2L personal external account record in Aptify.***
Step 6. Look for active course. If the user is enrolled in the course under the duplicate D2L account, you will need to enroll the primary account to the course. Proceed to next section: Re-Enroll Primary User.
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Re-Enroll Primary User If the course is on the secondary D2L account, you will need to re-enroll the user via enrollments log in Brightspace in primary account. This resets course progress. A). Copy course offering org unit code from duplicate user account user enrollment log tab. Click the drop-down to view user enrollment log. B). In primary user account, click the drop-down to manage user enrollments and Paste the org unit code to search in enrollments tab, then update role to Learner for both the Course Offering and Section. C). Go to user enrollments tab to validate user is enrolled as Learner for both Course Offering and Section. |
Step 7. Delete the secondary D2L account in Brightspace (D2L) that not contain the courses the user needs to access once Account ID has been validated and user has been enrolled into the course missing in primary D2L account.
Step 8. Delete the secondary D2L account in Aptify once Account ID has been verified. **Be cautious of not deleting the primary account.
Step 9. In Aptify, open the online class registration record and update the following:
- Delete the enrolled course and section external IDs
- Set status to registered
Step 10. Impersonate user via Aptify to validate access to course. In unsuccessful, proceed to Advanced Troubleshooting.
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Advanced Troubleshooting If access to course is still not restored, additional troubleshooting may be required. A). Go back to Brightspace and un-enroll user from the course (copy and search for org unit code). B). Then re-enroll the user in the course as a Learner. C). Validate re-enroll in enrollments log tab: D). Back in Aptify, open the class registration record and update the following:
E). Impersonate user again to test access to course. |
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