Customer Unable to Access Course in Learning Center: Check for Enrolled External IDs

Created by Kevin Schmidt - HCPro, Modified on Thu, 9 Oct at 3:13 AM by Kevin Schmidt - HCPro

There are a number of different reasons as to why a user cannot access a course they purchased. Follow the steps below to assist a user who reports not having access to their course.

Step 1. 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. Confirm the course is listed in the Online Class Registration tab - in the Person record Online Class Registration tab.

Step 3. 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.*

*If these fields are blank follow the steps below:

The quickest way to resolve this is to confirm other course registrant external IDs from user enrolled in the same course from the same institution.

Things to keep in mind:

The enrolled section external ID is unique to each school (e.g. 7250 = Lanier Technical College)
The enrolled course external ID is unique to the specific course/product (e.g. 6681 = VLab Health Information Administrator course).

In this case, the user had previously been enrolled in the exact same course through the same institution, so I copied the IDs to the active record - likely what may have caused this error in the first place as these are triggered when a learner is set from registered to enrolled then to in-progress.

Once the Enrolled Course and Section External IDs have been added, the user should have access to their course.

RECOMMENDED APTIFY VIEW

View Example: VLab. To see related VLab Registrations, or any other course registration, follow the steps below to create an all-inclusive view in Aptify.

1. In Aptify, go the Online Education application → select Online Class Registrations → click to create a new view

2. View Name: VLab Registrations