Frequently Asked Questions

Account FAQs

• Can I get a SmarterU trial account?
• How do I customize my user portal?
• How do I configure SSO?
• What's a CNAME?
• How is a CNAME different from an A Record?
• How should I use groups, teams, and organizations to structure my account?
• How do I use a secure (https) connection?
• How can I view my certificate on a mobile device?
• When is the account invitation email sent to users?

Course FAQs - General

• How do I create a new course?
• How do I enroll learners in courses?
• How can I create a course evaluation to find out what learners thought of our course?
• How does the All Groups setting work?
• How can I edit the emails that are sent for my courses?
• How can I clone a course?
• How do I delete a course?
• How do I set a course's expiration date?
• How do I allow learners to re-take a course?
• I changed a course due date. What's the impact on learners?
• How do I view inactive courses?
• How do I associate tags with a course?
• How do I change the course image displayed in the learner interface?

Course FAQs - Instructor-Led

• What is the difference between an instructor-led course and an instructor-led session?
• How can I notify my users about upcoming ILT sessions?
• What are venues and how do they work?
• Why does an instructor-led course show "No Sessions"?
• How do I enable a waiting list?

Course FAQs - Online

• What is the file size limit for files I can upload to a course?
• What's the size of a video after it's optimized with a tool such as Prism?
• How do I find the proctor code for a learner who failed their quiz, but gets additional attempts? 
• Who can preview a course?
• How do I allow learners to submit feedback for a course's tasks?
• Can learners review online courses that they've completed?
• When should I create an online course vs. a SCORM course?
• Does SmarterU have templates for online courses?
• How do I make feedback for long answer quiz questions visible?

Course FAQs - SCORM

• What is the file size limit for SCORM packages?
• Learners are reporting that their SCORM course did not complete correctly for them. What should I do?
• Why is my SCORM course not launching?
• Does SmarterU support xAPI?

Credits FAQs

• How do credits work?

eCommerce FAQs

• How do I sell my courses from a third-party site such as PayPal or Shopify?
• My eCommerce purchase isn't creating users or assigning courses. What should I do?
• My user is created, but no courses are assigned to the user. What should I do?

Email FAQs

• How do I send an email to all learners in an instructor-led course?
• How do I resend the account invitation email?
• How do I resend an enrollment email?
• Can I send an email to all learners enrolled in a course?
• Why is the course enrollment email not being sent?
• How can I send the learning plan assignment email, but NOT the course enrollment email(s)?
• What's the difference between a scheduled reminder and a pre-session reminder?

Enrollment FAQs

• What are the different ways a user can be enrolled in a course? 
• Why did a user get re-enrolled in a course?
• How do I edit the due date on a course?
• How can I override the prerequisites for a learner?
• Can I manually complete a course on behalf of a learner?
• How can I adjust a learner's grade?
• How do I allow users to self-enroll in courses?
• How can I disable the course enrollment email?
• How do I resend the course enrollment email to a learner?
  
• How can I view the enrollments for a user?
• Why does an unenrolled learner still have access to a course?

Enrollment Report FAQs

• How do I create a custom Enrollment Report?
• How do I add filters to my Enrollment Report?
• How do I add columns to my Enrollment Report?
• Why does nothing seem to happen when I export my Enrollment Report?

 General Usage FAQs

• Why can't I log into app.smarteru.com with my employee ID?
• The calendar on my Learner Dashboard is displaying over my course enrollments. What should I do?
• How do I view inactive objects?
• What should I do if a video upload doesn't complete, or returns an error?
• What's the difference between a due date and an expiration date?

Group FAQs

• What's the difference between groups, teams, and organizations?
• How do I deactivate a group?
• How do I deactivate a group that has users in it?
• Why can't I deactivate a group?
• Why are my users not being automatically enrolled in courses?
• How do I view inactive groups?
• How do I associate tags with a group?

Knowledge Base FAQs

• What's the size of a video after it's optimized with a tool such as Prism?
• How do I link to a specific knowledge base file?
• My learners can't see a knowledge base and its contents. How do I fix this?
• How do I view inactive articles, files, or folders?
• How do I associate tags with an article template, article, or file?

Learning Plan FAQs

• What causes a learning plan to be met?
• What does “sticky” do and how does it work?
• What happens to the certification status of users when I add a course or action to a requirement?
• How do I add courses to a learning plan?
• How can I add optional courses to a learning plan?
• How can I automatically enroll users in courses that are part of their learning plan?
• How do I assign an action to a learner?
• How do I set a learning plan's expiration date?
• How do I add a certificate to a certification?
• How do I upload a learner's action?
• How do I view inactive learning plans, certifications, requirements, or actions?
• How can I view the users by requirement? 
• Why can't users who are assigned a learning plan enroll in or start the learning plan's courses? 
• How can I update users' learning plans?
• What should I do if I update a course in a learning plan and want learners to take the updated course?

Mobile Devices FAQs

• I'm trying to view my certificate from a mobile device (e.g., iPhone, iPad, etc...), but the certificate displayed is blank. What should I do?

Organization FAQs

• What are organizations and how should they be used in relation to groups?
• Can I assign users to more than one organization?

PowerPoint to SCORM Converter FAQs

• What are the requirements for the PowerPoint file?
• Can SmarterU convert iSpring quizzes, audio, or characters?
• Can I enroll learners in a course while it's converting?
• Will custom fonts be converted?

Report FAQs

• How can I delete a report?
• How do I view inactive reports?
• How do I create a custom Enrollment Report?
• How do I add filters to my Enrollment Report?
• How do I add columns to my Enrollment Report?
• Why does nothing seem to happen when I export my Enrollment Report?
• Why can't I see my users' proctor codes?
• Who can access the Quiz Analysis Report? 

Subscription FAQs

• My subscription is created, but my courses are not being assigned to my user, and they can’t see them in the catalog. What should I do?
• How do I unenroll a user from a subscription?
• How do I view inactive subscriptions or variants?
• How do I associate tags with a subscription?

Taking Courses FAQs

• I disabled my browser's pop-up blocker but still cannot launch the SCORM course. What should I do?
• I completed a course but the Learner Dashboard didn't update to show the course as "Complete". What should I do?
• I failed the final exam in a SCORM course. I went back into the course, retook the quiz and passed, but my mark didn't update to my new grade. What should I do?
• Can I import a calendar entry for an instructor-led course into Lotus Notes?

Team FAQs

• How do I create a team?
• How can I report on my users in a particular team?
• How can I enroll a team in a course?

User FAQs 

• How do I create a new user?
• Is there a quick way to add new users?
• How many users can I add to my account?
• How do I create a supervisor?
• How can I identify all supervisors in my account?
• What's the difference between a supervisor and a user with View Learner Report (VLR) permission?
• How do I assign learning plans to a user?
• How do I find out which users have a certain permission in a group?
• Can I delete users?
• How do I inactivate multiple users?
• How do I view inactive users?
• How can I view the learning plans assigned to a user?

API FAQs

• How do I locate my API Keys?
• What does a 9999 error mean?