Classes not visible in Class tab of CertMaster
Symptom
The instructor is not seeing the class(es) in the Classes tab of CertMaster.
Potential Cause
If an expected class is not appearing in CertMaster, it may be that the instructor has not clicked on an initial CertMaster assignment in the LMS course and crossed over into the CertMaster platform. When the instructor clicks on an initial assignment and crosses over into CertMaster, the name of the LMS course is used to create a like-named class in CertMaster.
Resolution
The instructor should click on an assignment link from within their LMS course and then confirm to see if the missing class now appears on their CertMaster dashboard/home page. If the class is not created, see below.
Note: For each course you have in the LMS, you need to click on at least one assignment in that course to create the class in CertMaster. For example, if you have 4 courses, go to each of the 4 courses and click on at least one link in each course.
Classes not visible in Class tab of CertMaster even after clicking in
Symptom
The instructor is not seeing the class(es) in the Classes tab of CertMaster after clicking a link from the LMS over to CertMaster.
Potential Cause
The class may have been archived and is hidden in the Archived Classes view. By default, the classes shown after logging in are the Active Classes.
Resolution
To unarchive a class, click Filter, and select Archived Classes. For the archived class, click the three-dot menu and select Unarchive Class.
Students enrolled in Class with no Instructor
Symptom
Students are enrolled in a class where there is no associated instructor. The class exists and students are enrolled, yet the instructor does not show in the Associated Classes column of CertMaster.
Potential Cause
The instructor has not yet clicked an integration link from their LMS course.
Resolution
The instructor should click on an integration link from within the LMS course and then check to see if the instructor is listed under the class name in the Associated Classes column of CertMaster.
"User email address is missing" error
Symptom
"User email address is missing" error after launching an activity from the LMS.
Potential Cause
An email is required for a successful launch. Either the student account does not have an email address listed in their LMS profile settings, the integration is not configured to send user emails, or an instructor is attempting to use the LMS's "View as Student" functionality.
Resolution
The instructor should confirm the student's LMS user profile has something in the email field and then have the student launch an activity from the LMS. If this does not work, confirm the integration configuration is set to send emails.
Wrong product version
Symptom
The wrong CertMaster product version is selected for the automatically created class.
Potential Cause
If an LMS course is reused many times, CertMaster will remember what version of the product was used the last time the course ran and will force you to use that version.
Resolution
All LTI links pointing to the previous version should be deleted, and then the instructor should change the product version associated with the class.
- Go to the Classes tab in the institution.
- Select the three-dot menu on the right.
- Select Edit Class.
- Click Add under Associated Product(s).
- Add the correct version and click Select.
- Click Save.
Nothing is showing in the Custom Quiz menu
Symptom
No Custom Quizzes are listed in that section of the LTI Content Selector.
Cause
Only custom quizzes that have been previously created in the platform appear in this list. Creating them happens in CertMaster, not through the LTI tool.
Resolution
Create a custom quiz using the Custom Quizzes section of the Instructor/Admin view of CertMaster.
I know a Custom Quiz has been created, but I can't see it
Symptom
A Custom Quiz cannot be found in the LTI Content Selector even though it was already created in CertMaster, or the instructor appears in the list but is grayed out.
Cause
The content associated with the Custom Quiz is incompatible with the content associated with the LMS course you are launching the Content Selector from, most often due to versioning issues. For example, if your course is associated with a current product version, but the quiz contains questions from an older product version, the quiz will not appear as selectable.
Resolution
The Custom Quiz must be rebuilt using content from the updated product.