Overview: Flow Learning is part of a complex set of systems, and from time to time, problems might arise which prevent learners from logging in. This article covers some common issues which can be resolved by Account Managers or Training Managers.
Note: Depending on how the Account Manager and Training Manager permissions are configured in your system, some of these options may not be available. Contact your manager, or Flow Customer Support representative if an option is not available.
Start from: The Flow Learning Dashboard.
The Learner's email address is mismatched
Sometimes, a learner's account email address and user email address can become mismatched which can mean the learner is unable to log in. This can happen if a learner's account has been updated or added by importing from another system. To resolve this, the email address causing the problem needs to be unlinked, allowing the learner to then re-link the correct email address.
Select Company > Learners from the main menu.
Locate the learner account which is experiencing the problem and open their account Overview page.
Select Unlink Learner
Select Resend access email
The learner will receive a new access link via email, allowing them to re-link their email address. After this is done they should be able to log in normally.
The learner has not linked their email address to their account
Learners will not be able to log in if their account has been created, but they have not properly linked their email address to the account. This can happen if they have not followed the link and instructions in their sign up email, or there was a problem when they tried to follow the link, or the sign up email did not send properly.
This can be checked by following the first two steps above to access the learner account Overview, and checking the 'Account created' status message.
- Select Company > Learners from the main menu.
Locate the learner account which is experiencing the problem and open their account Overview page.
- If the page reads 'Account created: No', resend the sign up email by selecting Resend access email
The learner should then be able to follow the link in the email, follow the instructions on screen, and link their email address to their account. After this is done they should be able to log in normally.
The Learner is not able to log in after their email address is pulled from the HR or Payroll system
After updating a learner's email address from a connected HR or Payroll system, the learner's email may need to be unlinked to allow the HR/Payroll system connection to update the email address properly after the next feed run.
The steps are similar to those above:
Select Company > Learners from the main menu.
Locate the learner account which is experiencing the problem and open their account Overview page.
Select Unlink Learner
After this, the learner account email should update from the connected HR or Payroll system in the next feed run.
Note: For most companies the feed runs once every 24 hours, exact timings can vary between customers.
Learner's profile is not updating correctly from a connected Payroll or HR system
This problem can appear if an error has occurred in the connection between Flow Learning and the Payroll/HR system. There are two places to check to diagnose this. Both of these areas are available only to Flow Account Managers.
1. Duplicate Learners screen
- Select Company > User Settings.
- Find Duplicate Learners on the Configure screen.
- Select View
to open the Duplicate Learners page.
If the account is listed in the Duplicate Learners page, select one of the following options to best suit:
- Do Nothing: This will result in this potential duplicate remaining on the duplicates page.
- Create New Trainee: This will make a fresh profile. This is recommended if the duplicate is not a match OR you would like this trainee to start their training from scratch.
- Don’t Import This Time: This will remove the potential duplicate from this page without creating a new profile.
- Merge With This Trainee: This is the most common choice as this preserves the previously completed modules and merges them with the new profile.
After picking the appropriate action, please scroll down and select Save.
2. Feed log errors
If the learner profile is not located in the Duplicate Learners page, the next step would be to check for a possible Feed log error, which can happen when information on the Flow Platform doesn't match up with a company's HR/Payroll system. Something might be preventing the learner from appearing on the Flow Platform.
- Select Company > User Settings to open the Configure screen.
- Locate Feed Logs on the Configure screen.
- Select View
on the Feed Logs panel.
Note: The date and time of the most recent Feed Log will be displayed on the panel.
- Scroll down the list of completed Feed Logs to locate the correct date of the one you want to check.
Note: You can scroll down and select the dropdown that shows how many logged items you can view on one page. To view more items, choose either 50 or 100 from the dropdown list.
- Select the circled page numbers to view each page of the Feed Log to check for information OR select Search
to open the search bar and enter the name or Identifier of the learner you wish to locate.
Note: You can also search using any of the fields on the list of terms above, such as Branch or Job Title.
- Enter Error in the search bar to activate a list of any known errors that have occurred while the Feed Log was processing.
This will produce a list of all errors that have occurred, with a reason for each one. If an Error in this list is directly related to a learner - you should see the learners name appear with a reason such as 'job title' or 'email address' which will let you know what part of the information is causing the problem. This should help you to investigate the issue further. Note: You may need to correct the learners records on your HR/Payroll system for the error to be resolved at the next feed run.
- Select Export
to download the Feed Log.
- Select CLOSE to close the Feed Log.
Note: The Feed Log can’t be edited so there is no need to save it before you exit.
You can use the Feed Log in this way to identify errors and search for specific information, helping to maintain accurate learner records.