Troubleshooting and FAQ

Your work account is fine, but your organisation lets in only the people it has invited or the email addresses it allows, and yours is neither. Ask an Administrator of your organisation to invite you, using the email address you sign in with, then sign in again. See Welcome to WeLearn.

Your organisation gives roles through its own sign-in provider, and yours carries none for WeLearn. An Administrator of your organisation, or whoever runs your sign-in provider, has to assign one. Then sign in again.

Signing in failed on WeLearn's side or your organisation's sign-in provider's, not because of your account. Wait a few minutes and sign in again. If it keeps happening, tell an Administrator of your organisation and give them the reference shown under the message: it is what lets the cause be found.

The address you opened names no space. The part of the path right after the site address is your organisation's space name, for example …/acme/, and it has a typo or the space no longer exists. ← Return to your actual learning takes you back to the site's home page. Use the address your colleagues share, and bookmark it.

The button is set by how your organisation's space signs people in, not by you. Use your work account. If you have no space yet, see Requesting and setting up a space.

This is WeLearn's access-denied page. You opened a page, or a training, that your role or your access does not allow: for example a link a colleague sent to an editor or a draft you were not invited to. It also appears if your organisation stops letting your account in while you are signed in. It is not an error to report. ← Return to accessible content takes you back to your space. If you think you should have access, ask whoever shared the link, or an Administrator.

WeLearn hides what your role cannot use, and some entries follow your own settings: turning gamification off removes Achievements, Leaderboard and Quests. See Roles and what they can do.

WeLearn will close for a short maintenance window at the time shown, with a countdown. Your progress is saved as you go, so you can keep working until then. Dismiss this notice hides the banner.

WeLearn is closed for maintenance. Nothing you saved is lost: enrollments, streaks and progress resume where they stopped. Wait a few minutes and select Try again. If the page stays up for a long time, contact your Administrator.

The result screen reads Assessment Failed and offers Back to Catalog and Go to Dashboard, but no Retry Training. The training limits how many attempts you get, and you have used them all. You cannot try again on your own. If you have used every attempt, ask your organisation's Administrators. A Manager cannot grant another attempt.

If the screen says "Your reviewed submission was refused and you have no submissions left.", a peer review has settled the outcome: a retake would keep that verdict, so it cannot change your result. Ask an Administrator for another go in the same way.

See Taking a training.

Sections open in order. A padlocked section opens once you have completed the ones before it. A peer-review section counts as done for this purpose once you have submitted, even while you wait for the verdict.

That is the author's choice, made through the number of attempts and the passing score:

If an exercise says "Answer recorded. Your results will be shown at the end of the training.", the author chose to give feedback at the end: finish the remaining sections to see your results.

Your score is shown rounded, but the passing score is compared with the exact average of every evaluation in the training, not with a single quiz. An average of 79.6 shows as 80% and does not pass a passing score of 80. See Mandatory trainings and certification.

You submitted answers very quickly in a row, and WeLearn paused you. Wait a moment, then submit again.

WeLearn could not record that you finished the section. Reload the page: it shows what was saved, and you continue from there.

WeLearn does not send notifications by email. The only emails WeLearn sends are invitations, space setup links and messages about a request for a new space. Your notifications arrive in the bell, and on Slack if your organisation uses it. See Notifications.

Check, in this order:

1. Your organisation has connected Slack. An Administrator does that in Settings › Integrations, and leaves it Enabled. See Connecting Slack.
2. The Slack switch is on for that kind of notification, in Settings › Notifications. By default it is on for Required notices, Deadline reminders, Authoring activity and Social activity, and off for the others.
3. WeLearn can find your Slack account. It looks you up by the email address you sign in with, so your Slack account must use the same address, and the Administrator must have left Look up members by email on. When a lookup fails, WeLearn tries again a day later.

Whatever you keep In-app still reaches your bell in WeLearn. See Notifications.

The training editor is built for a tablet or a computer. On a phone, some fields cannot be reached at all. Back to the training leaves the editor; Continue anyway opens it regardless. See The training editor.

Someone else saved the training after you opened it, so saving yours would overwrite their work. Refresh the page to load the latest version, then make your changes again. At publish time the same situation reads "Another user has modified this training. Please refresh the page and re-apply your changes."

While you had the draft open, it was published, replaced or removed, or live editing was turned off on it. Anything typed since the last save is not kept. Reload the page to pick up from where the training now stands. See Co-authoring and reviewing drafts.

The draft is no longer shared with you, or your account was removed from the organisation. Anything typed since is not saved, and reconnecting does not bring access back. Ask the training's authors to invite you again if you still need it.

Open the Publish step. The Publish readiness panel lists what to fix under "Fix these before publishing:", with a count such as 2 to fix at the top. Fix each item, and the button turns on once the panel reads "All set. This training is ready to publish."

On a revision of a published training, the button also stays off while the revision is identical to the published version, shown as No changes to publish. Edit something first, or discard the revision. Hovering the button in that case shows "Resolve the warnings before publishing", although there is no warning to resolve. See Publishing, revisions and archiving.

The certificate, the verify page and Analytics › My learning give dates in UTC. The training's page gives them in your own time zone. East of UTC, the training's page can show the next day. Both are the same moment. See Mandatory trainings and certification.

Ask them to type the code exactly, keeping capital and small letters as printed, or to open the address printed under the code. See Verifying a WeLearn certificate.

A Manager or Administrator downloaded it, usually to hand it to an auditor. You are always told, and the download is recorded. See Privacy and your data.