Managing and Troubleshooting Enrollments

Managing and Troubleshooting Enrollments

Enrollment records are a useful place to start when investigating problems with a learner's access, progress or completion.

The CMS allows administrators to see which Courses a learner is enrolled in, review their progress, inspect individual Module enrollments and make corrections where required.

For an explanation of how enrollments work more generally, see Enrollments.

Managing learners from a Course

Open a Course in the CMS to view and manage the learners associated with it.

The enrollment area allows you to:

  • Search for a learner
  • Filter by enrolled or unenrolled learners
  • Enroll a learner onto the Course
  • Unenroll a learner
  • View their current Course progress
  • Open their Course Enrollment record
  • Open their User record
  • See whether the enrollment is associated with a Learning Path
  • Review and adjust their individual Module enrollments

Changes made through these controls are staged until you save the Course.

Learning Path enrollments

If a learner's Course enrollment is controlled by a Learning Path, the CMS identifies the associated Learning Path.

You cannot simply unenroll the learner from the Course while that relationship is providing their access. The learner must instead be removed from the relevant Learning Path.

This prevents the Course enrollment from becoming inconsistent with the Learning Path that created it.

Reviewing a Course Enrollment

Each enrolled learner has a Course Enrollment record connecting their User account to the Course.

This record contains information such as:

  • Learner
  • Course
  • Learning Path, where applicable
  • Enrollment method
  • Progress
  • Started date
  • Completed date
  • Due date, where applicable
  • Active learning time, where available

Additional fields may be present depending on your implementation.

The Course Enrollment is particularly useful when investigating whether the learner is enrolled correctly and what overall state Shapeshift has recorded for the Course.

Reviewing Module enrollments

A Course Enrollment is supported by individual enrollment records for the Modules in that Course.

These can include:

  • Lessons
  • Quizzes
  • SCORM Content
  • Surveys
  • Webinars

From the Course's learner controls, select the option to edit a learner's Modules to review their Module-level enrollment and completion state.

This is often the most useful level for investigating progress problems.

For example, if a learner's Course progress appears incorrect, check whether the Modules you expect them to have completed are actually recorded as complete.

Correcting progress

Administrators can adjust Module enrollment state where a learner's recorded progress needs to be corrected.

Typical examples include:

  • Marking a Module complete where completion was not recorded correctly
  • Resetting a Module so the learner can complete it again
  • Adding a learner to a Module introduced after their original Course enrollment
  • Removing an incorrect Module enrollment

Changing Module completion can also change the learner's overall Course progress and completion state.

For this reason, make corrections at the Module level where possible rather than treating the Course progress percentage as an independent value.

Curriculum changes

Changing the content inside an existing Module does not require learners to be re-enrolled. Learners continue to access the same Module enrollment with the updated content.

Changes to the structure of a Course curriculum require more care.

A learner's enrollment reflects the Modules assigned to them, so existing learners may not automatically have the same Module enrollment state as someone enrolling after the curriculum was changed.

This is intentional. For example, adding a new required Module should not unexpectedly make a learner's previously completed Course incomplete.

Where existing learners should receive newly added Modules, review and update their Module enrollments as required.

Unenrolling and re-enrolling learners

Unenrolling a learner does not normally mean permanently deleting their learning history.

Shapeshift retains enrollment state so that previous progress can be preserved and restored where appropriate if the learner is enrolled again.

Use the standard enrollment controls rather than manually deleting enrollment records from the CMS.

Troubleshooting progress

If a learner reports incorrect access, progress or completion, work through the enrollment hierarchy:

  1. Check the User

    Confirm you are looking at the correct learner account.

  2. Check the Course Enrollment

    Confirm the learner is enrolled on the expected Course and review its progress, dates and enrollment source.

  3. Check the Module enrollments

    Compare the learner's individual Module completion state with the Course curriculum.

  4. Check the enrollment source

    If the Course comes from a Learning Path or another automated enrollment route, make changes at the appropriate source rather than overriding the resulting Course enrollment.

  5. Check for curriculum changes

    If the Course has changed since the learner originally enrolled, compare their Module enrollments with the current curriculum.

  6. Correct the specific enrollment state

    Where necessary, adjust the affected Module rather than making unrelated changes elsewhere.

Editing enrollment records directly

Course and Module Enrollment records are visible in the CMS because they contain useful administrative and troubleshooting information.

However, many enrollment fields are maintained automatically by Shapeshift and are related to other records.

Where a dedicated enrollment control exists, use that instead of manually changing or deleting the underlying record.

Direct changes should be reserved for situations where you understand the effect of the field being changed. If you are unsure, contact Plume before making the change.