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Moodle Enrolments FAQ

Welcome to the FAQ page. Here we will try to answer your most common questions about this feature.  If you cannot find your question from the list provided, please leave a comment at the bottom of the page in the ‘Comment’ section with your relevant question and we will update the list if applicable.

Before you log a support

Here are a few things you can try to figure out why your learners aren’t in your Moodle course. Remember it takes up to 30 minutes for changes to appear in your Moodle. If a learner tries to log in before then, the system will do a ‘fast-track’, check their access rights and let them in if all is set up correctly.

Warning

Do NOT use manual enrolments

We recommend against using manual enrolments in the event that learners are not being enrolled into Moodle courses as expected, because any manual access will not expire or be able to be controlled via Wisenet.

Learner can’t log in

If a learner is enabled for Moodle but cannot access:

  1. Check their user account in Moodle. Do they exist at Site level?
    • If No, check that there is no other users in Moodle with the same username (email address) as the Learner.  Moodle does not allow for two accounts to share the same email address for authentication purposes
    • If Yes, you can see their account exist at site level, then carry on to step 2 below to further troubleshoot
  2. Check their user account in Moodle. If you see this ‘Manual Account’ setting, change it to read ‘Wisenet Moodle Connector’ (refer to screenshot)
    • If you cannot see or add Wisenet Moodle Connector as an Enrolment method in the option, then check that you have Wisenet Moodle Connector active (you may want to check that your license for Moodle connector hasn’t expired or turned off)
  3. Which was set up first? Moodle Course ID or Learner Moodle access?  If you enabled learner Moodle access before you pasted the Wisenet code into the Moodle course ID then you will need to do one of these two steps to trigger automatic Moodle enrolment:
    • Either, switch off eLearning access for these learners and then switch it back on again from their Learner App in Wisenet
    • Or, reset the Moodle Connector Synchronisation by going to Moodle Site Administration > Plugins > Enrolment > Wisenet Moodle Connector, clicking Reset Last Run Time and then clicking Save as this will force the connector to check all records
No learners are being enrolled into any Moodle courses

If no user accounts or enrolments are coming across from Wisenet to Moodle, narrow down the issue by checking the following:

1 . The connector is switched on at Site Administration > Plugins > Enrolments > WiseNET Moodle Connector (refer to screenshot)

2. The connector is linking at the expected level according to what your organisation has chosen (refer to screenshot for an example where the Connector is linked at the Unit Offer level.  You can see the Wisenet screen on the let hand side and the Moodle screen on the right hand side)

See how to link your Wisenet Courses to Moodle

3. Moodle course is ‘available to students’ – adjust this in Course Administration > edit settings or with the open and closed eye icons in Site Administration > Courses. Note that a course in a hidden category will also be hidden from learners

4. Moodle course start date is earlier than today, end date later than today

5. Moodle course is linked to the offer that the learner is enrolled in (the corresponding Wisenet code must be exact, is case-sensitive, should have no extra spaces or other characters. Separate multiple Wisenet codes with semi-colons.  See how to link your Wisenet Courses to Moodle

6. If you set up enrolments before you entered the Wisenet code into the Moodle course, then reset the Moodle connector synchronisation by going to Moodle Site Administration > Plugins > Enrolment > WiseNET Moodle Connector, clicking Reset Last Run Time and then clicking Save

7. Learners ‘Learner App’ account is active; Moodle access is enabled overall and also enabled for the relevant Course Offer. To check this: go to the Course Offer, click on Reports in the left navigation, and click on Moodle Access with Unit Enrolments

How to reset the Connector between Moodle and Wisenet

If you have checked all the steps above and enrolments are still not coming across from Wisenet to Moodle, try this to reset the connector between Moodle and Wisenet

  1. Go to Site Administration > Plugins>Enrolments > WiseNET Moodle Connector
  2. At the bottom of the screen, change Enable WiseNET Moodle Connector enrolments to No and Save changes
  3. Change Enable WiseNET Moodle Connector enrolments back to Yes and Save changes
  4. Wait 30 minutes to allow background synchronisation to run
Learner(s) can’t access their Moodle course

If learners cannot access their Moodle course, narrow down the issue by checking the following:

1 . As the teacher or administrator can you see these learners in this Moodle course? (Under Course Adminstration > Users > Enrolled Users)

Yes

If you can see learners in this Moodle course but they can’t access it, check:

  1. Moodle course is ‘available to students’ – adjust this in Course Administration > Edit Settings or with the open and closed eye icons in Site Administration > courses. Note that a course in a hidden category will also be hidden from Learners
  2. Moodle course start date is earlier than today, end date later than today
  3. If the enrolment is greyed out then the learner does not have access enabled in Wisenet (Manage in Course Offer>Enrolments)
  4. Enrolment method (Under Course Administration>Users>Enrolled Users) should be Wisenet Moodle Connector. Otherwise, check
    • Moodle course is linked to the offer that the learner is enrolled in (Separate multiple Wisenet codes with semi-colons
    • Learner’s Learner App account is active; Learner Moodle access is enabled overall and also enabled for the relevant course offer. To check this: go to the course offer, click on Reports in the left navigation, and click on ‘Moodle Access with Unit Enrolments’
    No

    If you can’t see these Learners in your course, check:

    1. Moodle course is linked to the offer that the learner is enrolled in (the corresponding Wisenet code must be exact, is case-sensitive, should have no extra spaces or other characters. Separate multiple Wisenet codes with semi-colons
    2. Learner’s Learner App accounts are active; Learner Moodle access is enabled overall and also enabled for the relevant course offer. To check this: go to the Course Offer, click on Reports in the left navigation, and click on Moodle Access with Unit Enrolments
    3. Enrolment settings may have been mis-adjusted under Course Administration > Users > Enrollment Methods. These settings should not be edited. Make sure the Wisenet Moodle Connector is switched on within the course itself (the eye is open and states ‘enabled’)
    4. If you have checked all the above, check the Wisenet Moodle connector is enabled (Site Administration > Plugins > Enrolment > Wisenet Moodle Connector) and linking at the expected level Image_Moodle_connector_enabled
    5. If you set up enrolments before you entered the Wisenet code into the Moodle course, then reset the Moodle connector synchronisation by going to Moodle Site Administration > Plugins > Enrolment > WiseNET Moodle Connector, clicking Reset Last Run Time and then clicking Save

      2 . Can any learners see/access this Moodle course?

      Yes

      If some learners can access the course and some cannot, check:

      1. Moodle course is linked to the offer that the learner is enrolled in (Separate multiple Wisenet codes with semi-colons).  See how to link your Wisenet Courses to Moodle
      2. The Leaner’s Leaner App account is active; Moodle access is enabled overall and also enabled for the relevant course offer. To check this: go to the Course Offer, click on Reports in the left navigation, and click on Moodle Access with Unit Enrolments
        No

        If no learners can see this Moodle course, check:

        1. Moodle course is ‘available to students’ – adjust this in Course Administration > Edit Settings or with the open and closed eye icons in Site Administration>courses. Note that a course in a hidden category will also be hidden from learners
        2. Moodle course start date is earlier than today, end date later than today
        3. Moodle course is linked to the offer that the learner is enrolled in (the corresponding Wisenet code must be exact, is case-sensitive, should have no extra spaces or other characters. Separate multiple Wisenet codes with semi-colons.  See how to link your Wisenet Courses to Moodle
        4. If you set up enrolments before you entered the Wisenet code into the Moodle course, then reset the Moodle connector synchronisation by going to Moodle Site Administration > Plugins > Enrolment > WiseNET Moodle Connector, clicking Reset Last Run Time and then clicking Save

          3 . Can these learners see other Moodle courses?

          Yes

          If learners can see other Moodle courses but not this one, check:

          1. Moodle course is ‘available to students’ – adjust this in Course Administration > Edit Settings or with the open and closed eye icons in Site Administration>courses. Note that a course in a hidden category will also be hidden from learners
          2. Moodle course start date is earlier than today, end date later than today
          3. Moodle course is linked to the offer that the learner is enrolled in (the corresponding Wisenet code must be exact, is case-sensitive, should have no extra spaces or other characters. Separate multiple Wisenet codes with semi-colons.  See how to link your Wisenet Courses to Moodle
          4. If you set up enrolments before you entered the Wisenet code into the Moodle course, then reset the Moodle connector synchronisation by going to Moodle Site Administration > Plugins > Enrolment > WiseNET Moodle Connector, clicking Reset Last Run Time and then clicking Save
            No

            Check:

            1. Moodle course is linked to the offer that the learner is enrolled in (Separate multiple Wisenet codes with semi-colons).  See how to link your Wisenet Courses to Moodle
            2. The learner’s Learner App account is active; Moodle access is enabled overall and also enabled for the relevant course offer. To check this: go to the Course Offer, click on Reports in the left navigation, and click on Moodle Access with Unit Enrolments
            3. If you set up enrolments before you entered the Wisenet code into the Moodle course, then reset the Moodle connector synchronisation by going to Moodle Site Administration > Plugins > Enrolment > Wisenet Moodle Connector, clicking Reset Last Run Time and then clicking Save

              4 . Can these learners log into Moodle/Learner App?

              Yes

              If learners can see other Moodle courses but not this one, check:

              1. Moodle course is ‘available to students’ – adjust this in Course Administration > Edit Settings or with the open and closed eye icons in Site Administration>courses. Note that a course in a hidden category will also be hidden from learners
              2. Moodle course start date is earlier than today, end date later than today
              3. Moodle course is linked to the offer that the learner is enrolled in (the corresponding Wisenet code must be exact, is case-sensitive, should have no extra spaces or other characters. Separate multiple Wisenet codes with semi-colons).  See how to link your Wisenet Courses to Moodle
              4. The learner’s Learner App account is active; Moodle access is enabled overall and also enabled for the relevant course offer. To check this: go to the Course Offer, click on Reports in the left navigation, and click on Moodle Access with Unit Enrolments
                No

                If learners can’t log into Moodle through Learner App, check:

                1. There is no other users in Moodle with the same username (email address) as the Learner.  Moodle does not allow for two accounts to share the same email address for authentication purposes.
                2. Learners’ Learner App accounts are active; Moodle access is enabled overall and also enabled for the relevant course offer. To check this: go to the Course Offer, click on Reports in the left navigation, and click on Moodle Access with Unit Enrolments
                3. Learners have been sent their Learner App access details by your administration staff. Do this through Course Offer > Enrolments > Manage Learner App and Moodle Access
                  Learner(s) cant access their Moodle Grades, Resources and Activities

                  Can any learners see/access this Moodle course?

                  Yes

                  Turn editing on and check that:

                  1. the activity or resource is not hidden (eye closed icon, greyed out name)
                  2. the activity or resource is not in a hidden topic (topic has eye closed icon, greyed out name)
                  3. the activity or resource start and end dates are correctly set (if used)
                  4. conditional activities are correctly set (if used)
                  5. grades: the grade is not inside a hidden category
                  6. quizzes: check the options for when Learners are able to see their results. Are there attempts still open?
                  7. groups-only access can also restrict Leaner access to activities and resources
                    No

                    Check:

                    1. Moodle course is linked to the offer that the student is enrolled in (Separate multiple Wisenet codes with semi-colons).  See how to link your Wisenet Courses to Moodle
                    2. Learner’s Learner App account is active; Moodle access is enabled overall and also enabled for the relevant course offer. To check this: go to the Course Offer, click on Reports in the left navigation, and click on Moodle Access with Unit Enrolments or alternatively run report 0472 E-learning access with unit enrolments from qReports.

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