This article covers troubleshooting related to evidence behaviour (uploading, marking, referrals, verification and OTJ hours). For component status, mapping or progress calculation issues, please refer to the Learning plan: troubleshooting guide.
Evidence status & component behaviour
Why is a learning plan component still showing as ‘Evidence Submitted’ when the evidence has been marked?
Please check if the evidence has a status of ‘Trainee Accepted’.
If this is the case, then the tutor who marked the evidence has the ‘Trainee Assessor’ role applied to their account.
This then means another tutor, who is not a trainee, will need to mark the trainee tutor's marking.
Once this has been marked the learning plan component should then show as ‘Completed’. If the tutor who originally marked the evidence is not a trainee tutor, then we would recommend removing the 'Trainee Assessor' role and applying the 'Assessor' role to their account.
On the Evidence Summary Page, the evidence shows as 'Requires Marking', even though the learning is marked as completed with a progress of 100%. Why?
This situation may arise if these pieces of evidence are not associated with any component (as depicted below, here the ‘Component Name’ is blank).
The evidence was likely to have been uploaded to components that have since been deleted. It is important to note that when a component is deleted, it is removed from the learning plan; however, evidence attached to these deleted components still remains linked to the learner and can be accessed from the Evidence Summary Page, where the ‘Component Name’ field will be blank.
If you would like to remove these pieces of evidence, you can do so from the Standard's Summary page by clicking the three dots next to the evidence and selecting the 'Delete' option.
Why are some learner activities with a future date showing as "Evidence Required" instead of "Not Started"?
If this is the case, please check if the activity type is 'Miscellaneous'.
Miscellaneous components are specifically designed to capture evidence, which is why they will never have a 'Not Started' status.
When a Miscellaneous component is created, it can have one of the following three statuses:
- Evidence Required
- In Progress
- Completed
If a learner creates the component, it will initially be set to 'Evidence Required'. If a tutor creates the component for the learner, the status will depend on the component setup.
Why is the evidence status showing as "Requires Marking” even after the work has been referred?
This occurs when learners upload a 'note' type of evidence to the component. This problem arises when the learner opts to edit and re-submit the same note instead of submitting new evidence after the previous work has been referred.
The learner, when logged in, can edit the same note and re-submit it after it has been marked and referred, as illustrated in the provided screenshot.
To resolve this issue, re-mark the same evidence, and advise the learner to upload a new note instead of editing the existing one.
Previously referred work has been reset to 'Requires marking', why is this?
The most likely cause for this is that the learner has edited the referred piece of evidence which sets the status back to ‘Requires Marking’.
Please check the evidence history by first clicking the 'Mark Evidence' button on the learning plan component.
Click on the pencil by the evidence file.
Then click 'Show History'.
The history will be displayed.
I have assessed and accepted all the evidence in a component with the status of referred – why is the activity still showing as “Evidence required”, rather than changing to "Accepted"?
The reason the status of the activity is still displaying as “Evidence required” after new evidence submitted by the Learner has been accepted, is because the Tutor has not matched the new evidence against the required criteria for the component. They therefore need to make sure to tick all of the required criteria again, when accepting this new evidence:
Unless they feel that it has not fulfilled all these requirements, in which case more evidence will need to be submitted. Until this time, the system will be expecting more evidence to be added, until all the criteria have been met.
A learner has uploaded a piece of evidence to replace a piece that was rejected by the Verifier (after it was approved by an Assessor). Why is the component still showing as awaiting verification?
Since the original piece of evidence has not been accepted by the Assessor, it is not sufficient for the Learner to just submit a new piece of evidence. The Assessor is expected to reassess the original referred evidence and then either:
1) Refer it back to the learner (if the Assessor agrees with the Verifier)
OR
2) Re-accept the piece of evidence (if the Assessor disagrees with the Verifier)
Upload & submission issues
Why is a learner seeing the error message "An error occurred while executing requested action" when trying to upload evidence?
This error sometimes occurs when the date format is entered incorrectly. The correct format is day/month/year (dd/mm/yyyy). If the date is entered manually in a different format as shown in the example below, the system will not accept it.
Is there a character limit for feedback provided on evidence?
Yes, the character limit is 3,700, and if more characters are provided in a response an error will be produced. To resolve the issue, please shorten the response provided to below this limit. Additional feedback for evidence can be provided in a separate response.
In Aptem Classic, why is previously assessed evidence 'disappearing'?
If evidence has been referred, this referred evidence may not be visible when you click search in the Learning Plan, since the default setting is to not include declined evidence.
In order to see all evidence (including evidence that has been declined), please ensure you select the ‘Show Declined evidence’ checkbox.
Marking & filtering behaviour
An error message is appearing when marking evidence. Why is this?
There could be a number of reasons why an error message is being produced when attempting to mark Learner evidence. If this happens, please make the following checks:
- Please check the dimensions of the Organisation logo. If it exceeds 500 × 500px, this will produce an error. You can try uploading a logo that is equal to, or smaller than 500 × 500px, to see if this resolves the issue. Please note that this change typically takes up to 24 hours for the caching to clear and the new logo to be seen on all docs.
- If the Tutor has copied Assessment comments from somewhere else and pasted them into the feedback text box, this may also produce an error. In such cases, the text may contain hidden, restricted html tags which the PDF converter cannot process. As such, we would recommend copying the feedback comments into Notepad first - this will remove any hidden or restricted text or images, and then copying from Notepad into the feedback text box.
- Another cause can be when a sub-programme a Learner is enrolled onto has a Framework, that includes a Qualification which the Learner's Delivery programme has selected. You can resolve this error by removing the additional programme from the Learner and applying a separate framework. This same error will apply to any Learners on the same delivery programme and the same sub-programme.
When a tutor filters the ‘Requires Marking’ by ‘My Learners’ - Why does it also bring up sub-programmes where the component owner is someone else e.g. the Functional Skills tutor?
A tutor will have visibility of all items that require marking for the learners for whom they are the designated case owner.
Can the system show when evidence for an activity was marked?
The system can only display a marking date if an assessment report has been generated following a tutor action.
If evidence is added directly in Accepted status - for example, SCORM assets that do not require tutor assessment - no tutor action is involved. In these cases, no marking date is recorded. The date shown as Accepted is the date the evidence was submitted, not the date it was marked.
If you need to track when specific evidence was reviewed, confirm that the relevant learning plan components are configured to require tutor marking rather than auto-accepting evidence.
OTJ hours & tracking
Can we prevent learners on programmes that collect OTJ hours from entering hours for specific learning components when uploading evidence?
Currently, the system does not support blocking OTJ hour collection for specific learning components. However, learners can be instructed to untick the "Does this count towards Off-the-job hours?" option in the Upload File pop-up when submitting their evidence.
If hours are mistakenly submitted, they will need to be manually removed by the Tutor through the 'Mark Evidence' section.