Common problems and how to solve them

1. An employee does not appear on your roster or dashboard

Visibility into employees is governed by your authorized corporate organization and supervisory assignments to maintain strict data protection and confidentiality. If a team member does not appear on your dashboard or roster:

1. 1

   Step 1. Open Manager assignments (`/manager-links`) in the left-hand menu to review your actively assigned employees.

2. 2

   Step 2. Open Organizations (`/organizations`) and inspect the Employees tab to verify that the employee is registered under your corporate profile.

3. 3

   Step 3. If a newly hired employee is registered but not linked to you as a Line Manager, request a supervisory link assignment from your Corporate Training Coordinator.

2. A screen or table appears empty

• A search filter or status chip is active. Clear the search box and verify that status chips (e.g. All, Active, Pending) are set to display all records.
• A course or batch selector is required first. Workspaces such as Performance, Assignments, and Quizzes require you to select an active cohort batch from the dropdown before records display.
• Date filters are excluding sessions. On the Timetable (`/sessions`) or Reports screen, check that the start and end date pickers encompass your cohort's active term.
• Data synchronization latency. Large cohort data tables may take one to two seconds to populate upon initial page load.

3. Attendance records or percentages look unexpected

Session registers are updated by instructors after each scheduled class. If an attendance metric appears inaccurate:

1. 1

   Step 1. Navigate to Attendance (`/attendance`) in the left-hand menu.

2. 2

   Step 2. Filter the register by the specific student's name to view individual session-by-session records.

3. 3

   Step 3. Review the session status chips (Present, Late, Absent, or Excused).

4. 4

   Step 4. If an excused medical absence or authorized corporate travel was misrecorded as absent, contact the course instructor via Messages with the session date.

4. A grade or performance score appears lower than anticipated

• Courses in progress reflect provisional Standing So Far. Cumulative percentages are calculated based on work graded to date and adjust as remaining assessments are completed.
• Unsubmitted or pending coursework. Assignments and quizzes awaiting submission or tutor evaluation do not yet contribute points to the weighted component total.
• Component breakdown weighting. Review the Performance console to examine how assignments, attendance, quizzes, and exams are weighted for that specific curriculum.

5. Timetable session times appear incorrect

All scheduled session times are automatically converted to your configured display timezone. If session times look shifted by hours, open Account (`/account`) from the top-right user menu and verify that your Timezone preference matches your current physical location.