Troubleshooting FAQ's

Issue:

Sometimes, a learner might not have received their invite because it could have ended up in their spam folder or been caught by antivirus filters.

Also, a learner may find it challenging to handle their invite independently due to various technical, capability or operational reasons. If that is the case, administrators can assist by accessing the invitation URL, activating it on the learner's behalf and sending the details directly to the learner. 

Answer:

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

• You can use the Copy Invitation link to get the invite link sent from the LMS to the learner. 
• Obtain the invite via> People> Users > search for user, then 3 dot menu > Copy invitation link

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

#2 To activate the invitation on the learner's behalf:

• As an Admin, Click on 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

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

Solution

By using the login in as a learner, you can see the LMS through the learners' eyes. This is a very close simulation of the learners' experience. This is helpful when looking at the courses that learners have enrolled on, completed or can browse. 

To access this feature, search People > Users> Search for the user, then use the 3-dot menu > Login as learner.

NB: If the learner is also a Manager, this feature only affects their learner view—not their manager role. 

Issue

A learner is experiencing some trouble with their account, which used to work perfectly fine but is now locking them out. Unfortunately, the password reset isn’t working either.  

Solution

This is not an uncommon issue and is most likely caused by the learner trying to log in to the wrong location for the LMS.

This is particularly common if the learner searches/Googles the Me Learning training website. The most reliable result occurs when the learner uses the same link they were originally invited to the LMS. 

A friendly challenge to ensure they are trying to access the training here: https://app.melearning.co.uk/ often yields results. 

The key point to understand is whether the user had a previously working account. If they did, it is unlikely that it stopped working on its own.  

Issue:

Learners are completing a module/modules, but the LMS is not recording the completion. 

Solution:

Whenever a module does not appear as completed, it usually indicates that something has obstructed the connection between the learner's device and the LMS website.

There could be a few reasons for this, so we’ve put together a step-by-step guide to help you narrow down or resolve the issue.

Solution #1 - Refresh the browser session

• • Sometimes, a website does not behave as expected or is stuck showing outdated information. To fix this, you can force your browser to reload completely. It forces a reload of the page (cache) using a simple keyboard shortcut. 
  • To do this, press:-
    • • Ctrl+Shift+R 
        

Solution #2 - Run the LMS in Private or Incognito mode.

• • Another option is to open a new 'private' or incognito session (access this via the File menu). This will be a new session without any previous logins or activity to complicate matters, which helps the system progress unimpeded.
  • Launch Google Chrome and then switch to Incognito browsing by pressing:-
    • Ctrl+Shift+N
  • Get the learner to access the course, launch, and complete. 

Solution #3 - Clear the Suspend Data

• • If the simple resets above do not work, the Suspend data may be corrupt. Suspend data is effectively the LMS's status tracker. Old sessions or stale connections can cause difficulties by corrupting the Suspend Data. 
  • To reset the suspend data, the Module status can be edited to "Not started". This article shows how to do this. 

Solution #4 - Manual completion of the Module

• • If all the above have been attempted, it is possible to complete the module manually. 

Issue 

Where a learner is getting a displayed error message showing a connection issue. 

Solution  

There are two steps to resolving this connection issue:- 

1. Edit the module to "Not started".  

This first step clears the suspend data and clears some minor issues. 

2. Withdraw – re-enrol.  

This is a more thorough reset, and it should help clear up any lingering reasons why the LMS might not be able to connect and process properly.  

• Withdraw the learner via
  • > Catalogue > 3 dot menu > Withdraw learner
• Enrol the learner in the course again
  • > Catalogue > 3 dot menu > Enroll learner

Issue

A learner may sometimes encounter blocks when trying to access the training course. While this issue can occur with certain courses and not others, it could stem from the LMS or the network. Sometimes, strict network security policies play a role in this. 

Solution:

To help ensure smooth access, we recommend whitelisting the following URL's used by the system, just to rule out any blocks at the network level. 

Please ensure ICT allow the following URL's:-

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