Frequently asked questions

• The Planned Hours specified for my Learners are lower than expected, how are these calculated?
• The Power BI Compliance Dashboard isn’t reporting the Commitment Statement signatures correctly, why is this?
• The User Generic Report data doesn’t look to be updated in real time. How often is it updated?
• We have created 2 accounts for the same user. Is there a way we can combine these into 1?
• We have discovered that extra 'Custom Tracker Types' have been created in our User Generic Report, how do we delete them?
• We have discovered that extra 'Custom Tracker Types' have been created in our User Generic Report. How do we delete them?
• We need a compliance document that is not available for use
• What actions are required when a standard is updated?
• What alternatives are there to single-line text boxes on a review?
• What do the Practical Period, Planned End Date and Apprenticeship End Date show?
• What should I do if I receive an email from the Learning Records Service (LRS) regarding a certificate?
• When adding Functional skills programmes to learners, they show on the learner’s profile but do not appear in the ILR within the Admin tab. Why?
• When archiving an organisation does this remove the link with the learner?
• When configuring an RPL Tracker, why am I unable to remove a range that I have set?
• When I click "synchronize" in the Learning Plan (in Aptem console), the page does not display a list of all the learners I expect to see. Why?
• When Importing Learners using a CSV file, I get an 'Ambiguous Case Owner' Error Message.
• When reporting on the UGR, why am I seeing duplicate fields?
• When the option ​“Update the ILR with changes” is greyed out but showing as selected, will changes made to the programme update the ILR?
• When trying to enrol a learner, why is the programme not coming up as an available option to assign to the necessary Group?
• When trying to export a Learner's E-portfolio, any evidence submitted as a NOTE is not appearing in the export file. Why is this?
• When syncing components, does it matter who the Case owner or Component owner is?  
• Where can I find the corresponding program type to the number in the ILRAims OData entity 'ProgType'?
• Where do reviews appear in the Commitment Statement?
• Where overdue notifications are enabled for a tenant, are they classed as "Essential Emails"?
• Why am I getting "Error WSEC0006: Not allowed to access the webservice" when trying to access the PLR?
• 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 edit compliance documents for an individual learner when I have the correct admin rights?
• 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 am I unable to mark as completed a review task in a Learner's calendar?
• Why am I unable to select a sub-programme when editing a user’s programme details?