Self Service Support | Learning@Wales

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A

Access - Can I access without an account

There are a number of modules available via guest access which do not need an account to access. You will find these modules here

These are modules that have been approved to be accessed without an account. Please note that course completions are not monitored and proof of completion are not available on these 'open' access courses.

If there is a module that you would like to access that is not listed, you will need to request an account here

Keyword(s):

Attempts - Maxed attempts

If you have maxed the attempts on the module, please contact the Helpdesk.

Please note that if this is required as you have failed the courses multiple times, this request will need to be submitted by your manager. If this is not the case, the ticket will be return and will not be actioned.

Keyword(s):

C

Certificate has incorrect date

If you have recently completed a module and it is still displaying an old date.

Please ensure that you have followed all instructions within the course. Once a course is complete this will be indicted that all the criteria has been met. If this is not the case this will be indicated on the course.

If this does not resolve your issue, please contact the Helpdesk here

Keyword(s):

Certificate not generating

Can you please ensure that you have followed all instructions within the course. Once a course is complete this will be indicted that all the criteria has been met. If this is not the case this will be indicated on the course.

If this does not resolve your issue, please email the Helpdesk here with the following information:

Username

Name of the course

Any screen shots to support your issue.

Keyword(s):

Course - Content of the course not correct

If you believe the contact of a course is not correct. Please contact the Helpdesk with the name of the course and any screen shots you have to support this.

Keyword(s):

Course - Course not playing

If the course is not playing correctly e.g.

Blank screen

Spinning/Loading

Next button not appearing

Frozen

Please contact the Helpdesk with the following information:

Username

Course name

Any screen shots to support your issue.

Keyword(s):

Course - Searching for courses

Each organisation has been designed to identify modules they require staff to complete. If you are looking for a module outside of this, you will be able to access a catalogue of modules via the L@W option on the menu bar. If this is not available to you please contact Live Chat.

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Courses - Completed courses

If you would like to check which courses you have completed and when they were completed.

You will find this information in your Dashboard in the top menu.

The course completions will be broken down into two sections.

Certifications - This will show you the completion of courses that have a renewal date and when it show when you will need to complete it again. Please note that the system will notify you of when you will need to recomplete these courses.

Completions - This will show you the completion of courses that do not have a renewal.

If you believe that there is a completion missing from this list please ensure that you have fully completed the course. You can find more information on this under certificate.

If this does not resolve your issue please contact the Helpdesk with the following information:

Username
Name of the course
Any screen shots to support your issue

Keyword(s):

L

Login

To login you will need an account with a username and password. These are usually issued by your employer.

M

Mandatory modules - What modules are mandatory

All the organisations have been sent up with mandatory requirements. If you are still unsure you will need to contact your organisation for further advice.

Keyword(s):

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