Admin troubleshooting

Creating a session says the code already exists

Session codes must be unique. Resolve: choose a different code.

Learners say they can’t start or submit

• Possible cause: the session is not open
• Possible cause: the learner mistyped the code

Resolve: check the status is open in the session list, and ask the learner to compare the code.

No admin access

Check that you are signed in and your account holds the role you need: sessions, people, analytics and data exports need the admin role, and certificate management needs the Credential Admin or admin role. Roles are granted by an admin.

A certificate is not being issued automatically

Open the readiness checklist on the Certification Administration page and see which check has not passed for that credential, then follow its next step: the rubric or credential definition is not active yet, the course has no course manager, the issuance policy has not been moved to the target, or a request is waiting for a decision. The learner must also actually meet that certificate’s requirements.

• "Needs import": the credential definition or rubric does not exist yet, and a platform operator has to import it
• A proposal warns that nobody will be notified: the course has no course manager, so assign one first
• A request never gets an answer: after 14 days it becomes "needs admin follow-up" and an admin or another Credential Admin decides

I cannot approve an issuance-policy change I proposed

This is the maker-checker design. Ask the course’s manager or another admin to decide. A person registered as that course’s manager can still approve that course’s request.

Exported files open incorrectly

Use your spreadsheet’s import feature with UTF-8; a leading single quote in a cell is the formula-injection protection.

If the problem continues

Report it through the platform team’s internal channel with the message, page address and time. Never attach exported files or learner data to the report.

• General troubleshooting