FAQs

Make sure the product has been published, only published content is visible to users.

Make sure the product has been assigned to your internal organisation and the user group under.

Make sure you are added in internal organisation, and there is a group created, and finally you are added in the user group.

Make sure the product has been published, only published content is visible to users.

Make sure the product has been assigned to their customer and the user-group under.

Make sure they are added into the customer, and there is a group created, and finally the user has been added into the user group.

The practice of creating both a customer and user group, adding users to both and then making sure the products are distributed to both levels is best practice for traceability.

After using Rekonnect for a longer period, potentially many product-users will have been added, and having all those users organised user groups (for example "Nurses" or similar) will help provide better structure and data to the platform.

Products (and training-packages) can be duplicated. When you click the edit button, in the modal popup window toggle the switch to “new version”. This will leave the original version with its previous version (e.g version 1.1) and a new major version (e.g version 2.0).

A course must be linked to either a product or a training-package for it to be visible in the user-portal.

Additionally the product and course must both be in a published state. Other states (editing or updating) will not be visible.

Make sure you have only pasted the video URL, and not any additional embed data, for example <script> or UTM data.

Make sure the video is public and not behind a paywall or on a private link.

If you have published a major version of the course, and linked that to the product then both new and older versions will be accessilble by users.

If you have published a minor-version of the course then the existing course will only remain availble to users who started, but did not complete the course. In this situation a notification will appear for the user explaining a "newer version of this course exists" and give them the choice of how to proceed.

There is no direct transfer for content between courses

One way to achieve this (with a work-around) is to duplicate the course. This will have the effect of an entirely new course, but in a new major version

To do this when you put a course into edit, select ‘New course’ from the toggle, which means a new major version will be created, in effect duplicating the original.

Rekonnect is a cloud solution, so new data (like training progress) might take between 5-10 minutes to display under "progress & certificates" under "Engagement" menu item.

Refreshing the page can sometimes accelerate the display of new data.

New versions of courses will over-write existing courses, with version control and publishing workflow. However data from older versions of courses (already completed by users) will be kept and shown on their activity log, and in progress & certificates area.

New versions of certificates behave in the same way as those certificates they replace, meaning that a notification is sent.

Any new certificate is accompanied with a notification, that includes a new link to the new certificate.

In the scenario when a certificate over-writes an older certificate, the original is no longer visible, and the link becomes deactivated. Only the new version will exist.

Make sure the email address for the user is correctly inputed, and no strange characters have appeared when copying and pasting.

Ask the user to double-check their spam folder in the case of strict email policies at the customer.

Double check the email address, and then in the list checkbox the users name before clicking "send invite" from the drop-down menu. This will send a new email, and a new link replacing the original email/link.

Find their registration link, by navigating to users under accounts menu item, scroll to the invited user and click on their name. From here, the registration link can be copied and then sent or emailed to them directly.

Navigate to the user-list under accounts. Find the invited user and click on their name. Under the details tab for that user and if you click on the icon under "Registration link" then the link will be copied to the paste-board of your computer.

A registration link can only be found on a user that is in an invited state. Not invited users will not have a registration link until an admin has explicitly invited them.

Registration links are only active whilst the user is in the "invited" state, as soon as they accept an invite and become "Active" then the link is no longer available.

If your role is market-administrator, and you have newly added users but can’t see them (under accounts > users) then it is possible you have added them but not assigned them to a customer. This issue commonly happens when adding users via a live-training setup workflow.

A customer must be defined from the add-user popup window, for which the new users should be added into. Without selecting a customer in this step, users will be added to an undefined list with the label “Does not belong to any customer”.

Users without an assigned customer have the label “Does not belong to any customer” and therefore will not be visible to anyone other than an owner (highest access level).

Users once invited and activated can not be deactivated.

They can be deleted, this mean they can no longer login.

Deleting them will also result in loss of their training data so make sure to download or store that before removing them.

To remove a user search for their name under the accounts page and checkbox their name before selecting "Delete" from the hamburger menu on the left.

Users can be invited to the system without an assigned customer or user-group. However they will be only visible to the owner (not market-admin or customer-admin) and will have the label “Does not belong to any customer”.

However this is not advisable as when they login, no products, courses or content will be available because the publishing relationship means content is only visible to users when they have a customer and user-group assigned.

It is always best practice to have at least one user-group under a customer, and as users are progressively added, they are placed into a group. Large numbers of users in the system can be hard to manage and user-groups are an essential part of managing accounts and tracking progress.