Learning Management System (LMS) Frequently Asked Questions

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1 Learning Management System (LMS) Frequently Asked Questions 1. When I try to get to the LMS website I get page can not be displayed. Answer: Make sure you have typed or copied the LMS address correctly ( Occasionally we encounter issues where the user has copied the LMS address to the address bar and has inadvertently copied a blank space or left something off. If the address is correct, contact the Help Desk (866/LEADS-00) and a ticket will be opened. Someone from technical support will contact you. 2. I forgot my LMS password. How can I log-in? Answer: LMS has an automatic password recovery process. If your address has been included on your profile page, select the forgot password option on the sign-in screen. A window will appear on which you must enter your LMS User ID and answer your secret question. LMS will then automatically you a temporary password to use for sign-in. If your address is not on your profile page, contact your agency s Group Administrator to have your password reset. It would be a good idea to have your GA also add your address to your profile page so you can use the automatic password recovery process in the future. Adding your address means you ll get reminder notices from LMS when you are approaching your expiration date too. 3. I don t see any courses on the LMS home page in my Mandatory or Scheduled Training. Where can I find the course I need to take? Answer: Click on All Mandatory Training. If it still isn t listed, contact your LMS Manager or Group Administrator to have the course assigned to you. 4. When I try to take the exam a second time, the answers are still appearing on some questions and I cannot change them. Answer: This is a known issue. The LMS vendor is currently working on a permanent solution so this does not occur. In the meantime, contact your LAC, LMS Administrator or the Help Desk (866/LEADS-00). A ticket will be opened and someone for the LMS technical staff will reload the exam for you and the answers will no longer appear. 5. My certification expires this year. I just looked at my certificate in LMS and it shows my expiration date as one day off from my completion date. Why?

2 Answer: The automatic Certification expiration date program is set up for 730 days = If there is a Leap year February 29th, then it will be one day less. 6. I expire in 3 months, but I wanted to take my LEADS recertification now and get it out of the way. Can I do that? No, recertification courses may not be taken any sooner than 45 days before the date of expiration. 7. I wanted to register for a course from the catalog. When I clicked on the course in the catalog, nothing appeared so I couldn t register for it. What s wrong? Answer: It sounds like you do not have the right Audience Type to see that course. Your Group Administrator will need to check the Audience Type in your Learner Profile and add the one needed for you to be able to access the course you want. 8. When clicking on the launch link on a course, certification, report or exam, nothing appears. Answer: Check to make sure the pop up blocker is turned off in the web browser. If this is a course and it still will not run, contact your IT staff who should contact the Help Desk (866/LEADS-00) who will assign a ticket to ISP IT staff, since this is probably an IT issue where one of the IP addresses needed for our content server needs to be set up by your IT staff. 9. I did the LEADS Full Access Certification course and successfully passed the test. However, when I go to My Transcripts to print my certificate, it does not show up. Answer: Go back to your course statistics page and make sure you did all the Modules in the course. Any module showing not started needs to be completed. If you completed it but it s still showing not started, drag the progress bar back to the first screen, forward through them again, and be sure to close the window properly by using the X on the progress bar and not the Windows X. You will not have to complete the exam again, but you must do all of the course modules before the exam will be counted and the successfully completed course will show up in your Transcripts, which will allow you to print your certificate. 10. I forgot my password and clicked on the forgot password link on the signin screen but a new password was never ed to me. Answer: Contact your agency s Group Administrator to make sure your address is listed in your LMS profile.

3 11. I m a Manager and assigned a class to some of my officers. Will the LMS system notify them that they were assigned a class? Answer: Yes. If there is an address in the Learner s profile, it will provide a LINK and information about what the system expects them to do, just like the Certification expiration messages. 12. I m a Group Administrator (GA). Can I modify my own profile? Answer: No. Group Administrators cannot modify their own profiles or reset their own exam attempts. 13. I am a Group Administrator and entered a new Learner but she is unable to launch the course I assigned to her. Answer: Be sure that you performed all three steps of the Entering a New Learner instructions. We have found that very often step #2 (assigning an audience type) is skipped. Without an audience type a Learner will not be able to access courses. Go back and complete step #2 and the Learner should be able to launch the course. 14. Can I be the Group Administrator for another agency as well as my own? Answer: Yes. You can be Group Administrator for more than one agency. Contact the Help Desk (866/LEADS-00). 15. When I run a Certification Report for my agency, some of my Learners are not listed. What s wrong? Answer: For a variety of reasons, sometimes certification information may not appear correctly on a Learner s LMS Certification page. Contact the Help Desk (866/LEADS-00) so the certification information can be manually added to the Learner s Transcript and Certification pages. 16. I tried to enter a new user but the LMS said I am entering a duplicate SID#. I checked and the SID# I am entering is correct for this Learner. Answer: First check to make sure another GA at your agency has not already entered the person, perhaps with a different version of first name or first or last name misspelled (People Administrator > People tab > name search). If the person also works at another agency, that agency may have already entered them in LMS. If there is not a duplicate record by name, inquire on the SID# ( IL must be all caps) using the Advanced Search to make sure it is not accidentally entered for someone else at your agency. If none of the above solves the problem, contact the Help Desk (866/LEADS-00) so a larger search on the SID# can be made.

4 17. I am a Group Administrator and one of my Learners told me she took the LEADS course and passed the exam, but couldn t print her certificate. What can I do? Answer: Sometimes a Learner will skip a module, whether inadvertently or intentionally. Remember, the course will not be marked complete and will not move to the Learner s Transcript page until ALL modules and the exam have been completed. Check the Learner s Enrollment page to see if this is what happened (People Admin > Learning tab > Enrollments > name search > View Enrollments > click view contents to the right of the course name). If a course is showing not evaluated the Learner must go back in and complete that module. If the Learner already completed the exam, he/she doesn t have to take it again; only the outstanding module(s) needs to be completed. 18. My department would like to appoint an additional Group Administrator. How do we do this? Answer: Only ISP can assign Group Administrator authority, so you ll need to contact the Help Desk (866/LEADS-00). 19. I have a Learner who recently completed a LEADS certification, but her old expiration date is still showing when I run a Certification report. How do I get this updated? Answer: The old course will need to be removed from the Learner s Certification page by LMS technical staff. Contact the Help Desk (866/LEADS-00) to have this done. 20. I am an authorized video instructor. Can the LTFA video still be used to certify my Learners? Answer: Yes, the only change is that instead of sending the class results to your Field Specialist for entry, the class information is entered into LMS at the agency level by a Group Administrator. See the Entering Video Class Results/Other Training instructions. 21. I am a Group Administrator and I have a Learner who completed a course, but he failed to print his certificate. Can I print a copy myself? Answer: Yes. From People Admin, select Learning tab > Transcripts > name search > View Transcripts. Find the course and click print certificate. Follow the Print Certificate instructions located in the Launching a Course/Registering for a Course or Viewing Your Training Record instructions. 22. My department hired someone who used to work for another agency, so she already has an LMS account. Should I re-enter her?

5 Answer: No, do not re-enter the Learner. Instead contact the Help Desk (866/LEADS-00) and have the Learner s existing account moved to your agency s LMS list. 23. My department has a Learner who works for more than one agency. How should we handle this in LMS? Answer: Only one agency can be listed as the primary agency (Organization field) on a Learner s profile page. The other agency(ies) must be listed in the Secondary and 3 rd Agency fields of the profile page. Only the primary agency will be able to control the Learner s record (modify profile, assign courses, reset passwords, etc.). The other agencies will have no control over the record but the Learner's expiration date will appear when they run a Certification report for their agency. This will allow the additional agencies to track expiration dates.