Support Category: Course Progress Issue, Course Launch Issue, Course Completion Issue, Course Completion Request (select applicable)


Specialist Notes:


IMPORTANT!


These specialist notes are issues we've encountered or known for the client, including troubleshooting steps to take, and any specific requirements. 


Note: Always check the 'Specific Training' main folder to identify any known issues for specific courses. 


COURSE COMPLETION ISSUE OR REQUEST

 

AACN LearnCenter End-User Support cannot mark courses complete. Kindly troubleshoot and collect any documentation you can (system settings, troubleshooting steps, screenshots, etc.), and create a ticket. 


COURSE PROGRESS ISSUE


Assessment:


At times, users report they cannot select and submit an answer for their assessment. 

 

If normal troubleshooting doesn't resolve the issue, ask the user to select submit until they arrive at the end. This will record a failed attempt, however, they can click the 'Try Again' button to reset the assessment. 


Embedded Issue | Stuck on Page:


This is a known issue not specific to one course. Please see the Embedded Issue | Stuck on Page SR. 


SCREENSHOT REQUIREMENTS


1. Kindly ask users to provide a screenshot of their entire course window which should include the URL address bar.

2. A screenshot of the results page or the 'Get CE' button showing on the page.

3. In a lot of courses, there are print reports with the score, time stamp, and other information. If a learner can provide this to us, this would be great. 


INTERNAL NOTE


Use the 'Course Management' menu in Docebo to help identify what activities a user has completed within a specific eLearning. 


For instructions on how to use the menu, kindly review the Internal_Course Management Guide. This is an internal document, please DO NOT provide users with this document. 

Also, DO NOT provide the Excel version of the transcript to users. They must download their transcript from aacn.org.


Standard Response: