Frequently asked questions

• Qualification delivery postcode is being pulled through from the Organisation, not the ILR template. Is this correct?
• A learner on a programme has a blank ILR. Why?
• As an Admin, when attempting to edit and save changes made to the Extended ILR, the page will scroll up, why is this?
• Does the Aptem Registration Email or the Password Reset Email expire after a period of time?
• How can I copy text in Aptem without losing the formatting?
• How should I use the Group Structure in Aptem?
• I am no longer receiving emails advising me of unread messages in my Aptem Collaboration Centre, why is this?
• I am trying to allocate a tracker to a fellow Administrator. Why can I not see all of my colleague’s administrator accounts?
• I am unable to report on specific fields in the User Generic Report - Why?
• I have selected and applied the "Groups" option from "Subscription details" on the User Generic Report, however this is not displaying when a excel quick sheet is exported. Why?
• I have tried to upload a new signature mandate but Aptem will not save/retain the mandate. 
• I have updated the Commitment Statement Template, but the information has not pulled through to the Learner’s documents. Why is this?
• I want to change my learner's programme status to "On A Break" or ‘Withdrawn’ but these status are not available in the programme status dropdown. Why?
• SCORM Asset is pulling answers from previously completed components, why is this?
• Skills Radar Data is missing from a Learner account, why is this?
• The Placement/Workshop component did not receive the verified attendance evidence, and the component status has not changed to Complete. Why?
• We have discovered that extra 'Custom Tracker Types' have been created in our User Generic Report. How do we delete them?
• What actions are required when a standard is updated?
• What should I do if I receive an email from the Learning Records Service (LRS) regarding a certificate?
• Why am I receiving an "Error WSEC0005: Incorrect Password The Organisation Password is not correct" when attempting to connect to the LRS system?
• Why am I unable to manually add Functional Skills results to a User’s Profile?  Is this to do with using the Skills Forward or BKSB API?
• Why aren’t the initial assessments from BKSB appearing on the learner’s Functional Skills component?
• Why has editing a custom question in one programme changed it in all other programmes ? How do I avoid this?  
• Why is it that a Learning Plan Activity has had Evidence submitted to it, but the Activity is still showing as not started?
• Why is the 'drag and drop' function not working in the courses tile?
• Why is the UKPRN not pulling through to ILR data?
• Why isn’t data prepopulating into the Learner’s Commitment Statement?
• Why isn’t ILR information pulling through to the Learner’s profile?
•  I’ve created a Zoom Meeting/Review, why isn’t the Join Zoom option available?