Troubleshooting - Common L3 Troubleshooting

Step 1: Go to the CSIS Home screen

Step 2: Click on "Canvas Access" and select "Learner Lookup" in the drop down menu.

• Enter the learner's email or first name and last name
• Select "Submit"

Step 3: If the learner registered with the wrong or different email address

• Update the email address in CSIS:
• Select the learner's name to open their profile.
• Open Contact Info
• Click "add email" and enter the correct email and select "save"
• Select the pencil icon next to the new email.
• Set "Preferred" to "Yes" and select "save"
• You might need to refresh your screen to see update.

Step 4: Update leaner information from PHUB

• Return to the learner lookup tool
• In the L3 Registrations section click "Update Name from PHUB"

Step 5: Run Fix L3

• Under the course title, select Fix L3
• Confirm with Ok when prompted
• A confirmation message will appear when successful

Step 6: Resend the "Get Started" email

Chose one of the following:

• Click the "Send Get Started Email" under course title. The system will automatically send the email.
• Click "Copy To Clipboard" that is located across from Get Started URL.
  • Paste the learner's unique link into an email and send to learner.

Step 1: Check NetID status in the Learner Lookup Tool.

Step 2: Search for the learner in the NetID Database

If the learner has a NetID. Send them the following steps:

• Open the "Get Started" email and click on the link.
• When asked "Do you have a NetID?", select Yes, I have a NetID.
  • You might need to send them their NetID if they forgot it.
• Log in using your NetID and password. 
• If they forgot their password, select "Forgot Password" and follow the reset process
• If they cannot answer security questions, they must contact the DoIT Help Desk.

If the learner does not have a NetID

• Resend the "Get Started" email (using steps in the previous toggle).

Check the learner’s access dates in CSIS

• Open the course instance. Select Participants.
• Locate the learner and review the Access End Date.
• Click on the arrows by the "edit" button to expand learner box.

If access has expired (This will show "Access Expired" in red)

• Click "Edit" in the LMS space box of the learner information
• update the end date to the appropriate date.
• Click "Save"

Resend enrollment information

• Click "Fix L3" to send updated enrollment data to Canvas.

1. Have learner log into Canvas
2. Click on "course list" icon
3. Click on "All Courses"
4. Find the course in the full list
5. Select the star next to the course title to "Favorite" it. 

Note: Favorite courses appear on the dashboard.

After CERC has updated the learner information in CERCLE 

Option 1: Open the course instance in CSIS

• Select Sync UW Reg Data at the top of the instance
• Confirm learner information is updated by checking the participant list.
• Click "Fix L3" 
• Resend "Get Started" email to learner.

Option 2: Update directly in the learner profile in CSIS

• Go to directory, select "Individual"
• Search for learner by first and last name
• Open learner profile
• Click "Edit" by name.
• Update name and click "save"
• Find the learner in the participants list for the class.
• Click "Fix L3"
• Resend "Get Started" link to learner.

Important Note: The systems should be updated prior to the learner creating their NetID so that there is not an error when the NetID is created. If the learner creates a NetID prior to making changes in CSIS, the learner will need to contact the DoIT Help Desk to request a change to their NetID. Please note that this may affect their access to the course. Once the change has been completed by DoIT the learner may need to click their Getting Started link again.

Sync data manually

• Open the course instance in CSIS.
• Select Sync UW Reg Data at the top of instance.
• Recheck the Participants list.