This guide covers problems you may see while setting up or completing the Onboarding Wizard. For how to set it up, see A how-to guide to the Onboarding Wizard. For what happens to onboarding data afterwards, including what carries over between programmes and who can edit it, see Onboarding data after a learner finishes onboarding.
In this article:
- Setting up the Onboarding Wizard
-
Completing onboarding
- Why does onboarding show 100% but the Onboarding Status is still In Progress?
- Why is the National Insurance Number blank?
- Why is a learner asked to sign a document after completing onboarding?
- Why does a learner see an "Oops" error at the end of onboarding?
- Why do I see "Learner has not opted to share data" when using Get PLR?
- Why can't a learner edit or complete the Extended ILR step?
- Related articles
Setting up the Onboarding Wizard
Why can't documents be uploaded and saved in the documents step?
Likely cause: the step is a custom questionnaire with no questions configured.
What to do: in the programme's Onboarding wizard token, either add custom questions to the step so documents can be uploaded, or disable the step.
Why does a learner see an error on the CV step?
Likely cause: the CV step isn't enabled on the programme.
What to do: edit the programme, open the Onboarding wizard token and enable the CV step in the Steps list.
Why do I see "Current Configuration has not been applied" when adding custom questions?
What it means: your account has reached the limit of 1,024 onboarding custom questions across all programmes. You can't add more until some are removed.
What to do: contact Aptem Support. They can help find and remove unused onboarding questions to free up space.
Completing onboarding
Why does onboarding show 100% but the Onboarding Status is still In Progress?
Likely cause: the learner has completed every step but hasn't generated and signed their compliance documents.
What to do: ask the learner to select Finish at the end of their Onboarding Wizard. This generates the compliance documents for them to sign. Once they've signed, the status changes to Completed.
For more, see Generating, updating and signing compliance documents.
Why is the National Insurance Number blank?
Likely cause: the learner confirmed they've applied for a National Insurance Number instead of entering one.
When National Insurance Number is mandatory is enabled in the Individualised Learner Record (ILR) step, a learner without a number is given a phone number to apply for one, and can tick a box to confirm they've applied. This lets them skip the field, so it shows as blank.
What to do: check National Insurance Number is mandatory is enabled in the ILR step of the programme's Onboarding wizard token. Add the number to the learner's ILR once they have it. This will require the Manage ILR and/or the ILR QA permission and will need to be completed in the ILR directly.
Why is a learner asked to sign a document after completing onboarding?
Likely cause: the onboarding configuration changed after the learner started onboarding.
What to do: the learner needs to go back to their Onboarding Wizard and complete the steps that changed.
Why does a learner see an "Oops" error at the end of onboarding?
What it means: the programme's ILR token is turned off, but the ILR compliance document is enabled. The learner hasn't completed the ILR or Extended ILR, so there's nothing to fill the ILR document with when it's generated.
What to do: either:
- change the compliance document template from ILR Onboarding to None and None, or
- select the option not to generate a compliance document at the end of onboarding.
Why do I see "Learner has not opted to share data" when using Get PLR?
What it means: the learner has opted out of sharing their data on the Learning Records Service (LRS).
What to do:
- Check the learner knows about the change and agrees to their data being shared.
- On the LRS website, search for the learner by their Unique Learner Number (ULN).
- Clear the opt-out option.
Aptem can then get the learner's Personal Learning Record (PLR) data as normal. See How-to guide to the PLR.
Why can't a learner edit or complete the Extended ILR step?
Likely cause: the learner's ILR status is QA Verified or Completed. The Extended ILR step is locked in either status. For any other status, the learner should be able to complete it.
What to do: unlock the ILR in one of these ways.
Option 1: QA Reject the ILR
- Open the learner's ILR in Aptem Classic.
- Select QA Reject. This creates a tracker.
- In the tracker form, set the status to Excluded and leave the tracker status as New. The ILR goes back to Pending, so the learner can edit the Extended ILR.
- Once the learner has made their changes, close the tracker.
- QA Verify the ILR.
Option 2: Exclude from batch
A tutor selects Exclude from batch on the ILR page. This changes the ILR status to Excluded and unlocks the Extended ILR step.
Option 3: Enter it for the learner
A tutor with the ILR QA role can enter the information for the learner in Aptem Classic.