---
title: "Frequently Asked Questions"
slug: "frequently-asked-questions"
updated: 2022-04-26T17:58:11Z
published: 2022-04-26T17:58:11Z
canonical: "support.smarteru.com/frequently-asked-questions"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.smarteru.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions

## **Account FAQs**

- [Can I get a SmarterU trial account?](/v1/docs/account-faqs#can-i-get-a-smarteru-trial-account)
- [How do I customize my user portal?](/v1/docs/account-faqs#how-do-i-customize-my-user-portal)
- [How do I configure SSO?](/v1/docs/account-faqs#how-do-i-configure-sso)
- [What's a CNAME?](/v1/docs/account-faqs#what-is-a-cname)
- [How is a CNAME different from an A Record?](/v1/docs/account-faqs#what%E2%80%99s-the-difference-between-a-cname-and-an-a-record)
- [How should I use groups, teams, and organizations to structure my account?](/v1/docs/account-faqs#how-should-i-use-groups-teams-and-organizations-to-structure-my-account)
- [How do I use a secure (https) connection?](/v1/docs/account-faqs#how-do-i-use-a-secure-https-connection)
- [How can I view my certificate on a mobile device?](/v1/docs/account-faqs#how-can-i-view-my-certificate-on-a-mobile-device)
- [When is the account invitation email sent to users?](/v1/docs/account-faqs#when-is-the-account-invitation-email-sent-to-users)

## **Course FAQs - General**

- [How do I create a new course?](/v1/docs/course-faqs#how-do-i-create-a-new-course)
- [How do I enroll learners in courses?](/v1/docs/course-faqs#how-do-i-enroll-learners-in-courses)
- [How can I create a course evaluation to find out what learners thought of our course?](/v1/docs/course-faqs#how-can-i-create-a-course-evaluation-to-find-out-what-learners-thought-of-our-course)
- [How does the All Groups setting work?](/v1/course-faqs#how-does-the-all-groups-setting-work)
- [How can I edit the emails that are sent for my courses?](/v1/docs/course-faqs#how-can-i-edit-the-emails-that-are-sent-for-my-courses)
- [How can I clone a course?](/v1/docs/course-faqs#how-do-i-clone-a-course)
- [How do I delete a course?](/v1/docs/course-faqs#how-do-i-delete-a-course)
- [How do I set a course's expiration date?](/v1/docs/course-faqs#how-do-i-set-a-courses-expiration-date)
- [How do I allow learners to re-take a course?](/v1/docs/course-faqs#how-do-i-allow-learners-to-retake-a-course)
- [I changed a course due date. What's the impact on learners?](/v1/docs/course-faqs#i-changed-a-course-due-date-whats-the-impact-on-learners)
- [How do I view inactive courses?](/v1/docs/course-faqs#how-do-i-view-inactive-courses)
- [How do I associate tags with a course?](/v1/docs/course-faqs#how-do-i-associate-tags-with-a-course)
- [How do I change the course image displayed in the learner interface?](/v1/docs/course-faqs#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?](/docs/instructor-led-course-faqs#what-is-the-difference-between-an-instructorled-course-and-an-instructorled-session)
- [How can I notify my users about upcoming ILT sessions?](/docs/instructor-led-course-faqs#how-can-i-notify-my-users-about-upcoming-ilt-sessions)
- [What are venues and how do they work?](/docs/instructor-led-course-faqs#what-are-venues-and-how-do-they-work)
- [Why does an instructor-led course show "No Sessions"?](/docs/instructor-led-course-faqs#why-does-an-instructorled-course-show-no-sessions)
- [How do I enable a waiting list?](/docs/instructor-led-course-faqs#how-do-i-enable-a-waiting-list)

## **Course FAQs - Online**

- [What is the file size limit for files I can upload to a course?](/v1/docs/online-course-faqs#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?](/v1/docs/online-course-faqs#whats-the-size-of-a-video-after-its-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?](/docs/online-course-faqs#how-do-i-find-the-proctor-code-for-a-learner-who-failed-their-quiz-but-gets-additional-attempts)
- [Who can preview a course?](/docs/online-course-faqs#who-can-preview-a-course)
- [How do I allow learners to submit feedback for a course's tasks?](/docs/online-course-faqs#how-do-i-allow-learners-to-submit-feedback-for-a-courses-tasks)
- [Can learners review online courses that they've completed?](/docs/online-course-faqs#can-learners-review-online-courses-that-theyve-completed)
- [When should I create an online course vs. a SCORM course?](/docs/online-course-faqs#when-should-i-create-an-online-course-vs-a-scorm-course)
- [Does SmarterU have templates for online courses?](/docs/online-course-faqs#does-smarteru-have-templates-for-online-courses)
- [How do I make feedback for long answer quiz questions visible?](/v1/docs/online-course-faqs#how-do-i-make-feedback-for-long-answer-quiz-questions-visible)

## **Course FAQs - SCORM**

- [What is the file size limit for SCORM packages?](/v1/docs/scorm-course-faqs#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?](/v1/docs/scorm-course-faqs#learners-are-reporting-that-their-scorm-course-did-not-complete-correctly-for-them-what-should-i-do)
- [Why is my SCORM course not launching?](/v1/docs/scorm-course-faqs#why-is-my-scorm-course-not-launching)
- [Does SmarterU support xAPI?](/v1/docs/scorm-course-faqs#does-smarteru-support-xapi)

## **Credits FAQs**

- [How do credits work?](/v1/docs/credits-faqs#how-do-credits-work)

## **eCommerce FAQs**

- [How do I sell my courses from a third-party site such as PayPal or Shopify?](/v1/docs/ecommerce-faqs#how-do-i-sell-my-courses-from-a-thirdparty-site-such-as-paypal-or-shopify)
- [My eCommerce purchase isn't creating users or assigning courses. What should I do?](/v1/docs/ecommerce-faqs#my-ecommerce-purchase-isnt-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?](/v1/docs/ecommerce-faqs#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?](/v1/docs/email-faqs#how-do-i-send-an-email-to-all-learners-in-an-instructorled-course)
- [How do I resend the account invitation email?](/v1/docs/email-faqs#how-do-i-resend-the-account-invitation-email)
- [How do I resend an enrollment email?](/v1/docs/email-faqs#how-do-i-resend-the-enrollment-email)
- [Can I send an email to all learners enrolled in a course?](/v1/docs/email-faqs#can-i-send-an-email-to-all-learners-enrolled-in-a-course)
- [Why is the course enrollment email not being sent?](/v1/docs/email-faqs#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)?](/V1/docs/email-faqs#how-can-i-send-the-learning-plan-assignment-email-but-not-the-course-enrollment-emails)
- [What's the difference between a scheduled reminder and a pre-session reminder?](/V1/docs/email-faqs#whats-the-difference-between-a-scheduled-reminder-and-a-presession-reminder)

## **Enrollment FAQs**

- [What are the different ways a user can be enrolled in a course?](/v1/docs/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?](/v1/docs/enrollment-faqs#why-did-a-user-get-reenrolled-in-a-course)
- [How do I edit the due date on a course?](/v1/docs/enrollment-faqs#how-do-i-edit-the-due-date-on-a-course)
- [How can I override the prerequisites for a learner?](/v1/docs/enrollment-faqs#how-can-i-override-the-prerequisites-for-a-learner)
- [Can I manually complete a course on behalf of a learner?](/v1/docs/enrollment-faqs#can-i-manually-complete-a-course-on-behalf-of-a-learner)
- [How can I adjust a learner's grade?](/v1/docs/enrollment-faqs#how-can-i-adjust-a-learners-grade)
- [How do I allow users to self-enroll in courses?](/v1/docs/enrollment-faqs#how-do-i-allow-users-to-selfenroll-in-courses)
- [How can I disable the course enrollment email?](/v1/docs/enrollment-faqs#how-can-i-disable-the-course-enrollment-email)
- [How do I resend the course enrollment email to a learner?](/v1/docs/enrollment-faqs#how-do-i-resend-the-course-enrollment-email-to-a-learner)
- [How can I view the enrollments for a user?](/v1/docs/enrollment-faqs#how-can-i-view-the-enrollments-for-a-user)
- [Why does an unenrolled learner still have access to a course?](/v1/docs/enrollment-faqs#why-does-an-unenrolled-learner-still-have-access-to-a-course)

## **Enrollment Report FAQs**

- [How do I create a custom Enrollment Report?](/docs/report-faqs#how-do-i-create-a-custom-enrollment-report)
- [How do I add filters to my Enrollment Report?](/docs/report-faqs#how-do-i-add-filters-to-my-enrollment-report)
- [How do I add columns to my Enrollment Report?](/docs/report-faqs#how-do-i-add-columns-to-my-enrollment-report)
- [Why does nothing seem to happen when I export my Enrollment Report?](/docs/report-faqs#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?](/v1/docs/general-usage-faqs#why-cant-i-log-into-appsmarterucom-with-my-employee-id)
- [The calendar on my Learner Dashboard is displaying over my course enrollments. What should I do?](/v1/docs/general-usage-faqs#the-calendar-on-my-learner-dashboard-is-displaying-over-my-course-enrollments-what-should-i-do)
- [How do I view inactive objects?](/v1/docs/general-usage-faqs#how-do-i-view-inactive-objects)
- [What should I do if a video upload doesn't complete, or returns an error?](/v1/docs/general-usage-faqs#what-should-i-do-if-a-video-upload-doesnt-complete-or-returns-an-error)
- [What's the difference between a due date and an expiration date?](/v1/docs/general-usage-faqs#whats-the-difference-between-a-due-date-and-an-expiration-date)

## **Group FAQs**

- [What's the difference between groups, teams, and organizations?](/v1/docs/group-faqs#whats-the-difference-between-groups-teams-and-organizations)
- [How do I deactivate a group?](/v1/docs/group-faqs#how-do-i-deactivate-a-group)
- [How do I deactivate a group that has users in it?](/v1/docs/group-faqs#how-do-i-deactivate-a-group-that-has-users-in-it)
- [Why can't I deactivate a group?](/v1/v1/docs/group-faqs#why-cant-i-deactivate-a-group)
- [Why are my users not being automatically enrolled in courses?](/v1/v1/docs/group-faqs#why-are-my-users-not-being-automatically-enrolled-in-courses)
- [How do I view inactive groups?](/v1/docs/group-faqs#how-do-i-view-inactive-groups)
- [How do I associate tags with a group?](/v1/docs/group-faqs#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?](/v1/docs/knowledge-base-faqs#whats-the-size-of-a-video-after-its-optimized-with-a-tool-such-as-prism)
- [How do I link to a specific knowledge base file?](/v1/docs/knowledge-base-faqs#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?](/v1/docs/knowledge-base-faqs#my-learners-cant-see-a-knowledge-base-and-its-contents-how-do-i-fix-this)
- [How do I view inactive articles, files, or folders?](/v1/docs/knowledge-base-faqs#how-do-i-view-inactive-articles-files-or-folders)
- [How do I associate tags with an article template, article, or file?](/v1/docs/knowledge-base-faqs#how-do-i-associate-tags-with-an-article-template-article-or-file)

## **Learning Plan FAQs**

- [What causes a learning plan to be met?](/v1/docs/learning-plan-faqs#what-causes-a-learning-plan-to-be-met)
- [What does “sticky” do and how does it work?](/v1/docs/learning-plan-faqs#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?](/v1/docs/learning-plan-faqs#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?](/v1/docs/learning-plan-faqs#how-do-i-add-a-course-to-a-learning-plan)
- [How can I add optional courses to a learning plan?](/v1/docs/learning-plan-faqs#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?](/v1/docs/learning-plan-faqs#how-can-i-automatically-enroll-users-in-courses-that-are-part-of-their-learning-plan)
- [How do I assign an action to a learner?](/v1/docs/learning-plan-faqs#how-do-i-assign-an-action-to-a-learner)
- [How do I set a learning plan's expiration date?](/v1/docs/learning-plan-faqs#how-do-i-set-a-learning-plans-expiration-date)
- [How do I add a certificate to a certification?](/v1/docs/learning-plan-faqs#how-do-i-add-a-certificate-to-a-certification)
- [How do I upload a learner's action?](/v1/docs/learning-plan-faqs#how-do-i-upload-a-learners-action)
- [How do I view inactive learning plans, certifications, requirements, or actions?](/v1/docs/learning-plan-faqs#how-do-i-view-inactive-learning-plans-certifications-requirements-or-actions)
- [How can I view the users by requirement?](/v1/docs/learning-plan-faqs#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?](/v1/docs/learning-plan-faqs#why-cant-users-who-are-assigned-a-learning-plan-enroll-in-or-start-the-learning-plans-courses)
- [How can I update users' learning plans?](/v1/docs/learning-plan-faqs#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?](/v1/docs/learning-plan-faqs#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?](/v1/docs/mobile-devices-faqs)

## **Organization FAQs**

- [What are organizations and how should they be used in relation to groups?](/v1/docs/organization-faqs#what-are-organizations-and-how-should-they-be-used-in-relation-to-groups)
- [Can I assign users to more than one organization?](/v1/docs/organization-faqs#can-i-assign-users-to-more-than-one-organization)

## PowerPoint to SCORM Converter FAQs

- [What are the requirements for the PowerPoint file?](/v1/docs/powerpoint-to-scorm-converter-faqs#what-are-the-requirements-for-the-powerpoint-file)
- [Can SmarterU convert iSpring quizzes, audio, or characters?](/v1/docs/powerpoint-to-scorm-converter-faqs#can-smarteru-convert-ispring-quizzes-audio-or-characters)
- [Can I enroll learners in a course while it's converting?](/v1/docs/powerpoint-to-scorm-converter-faqs#can-i-enroll-learners-in-a-course-while-its-converting)
- [Will custom fonts be converted?](/v1/docs/powerpoint-to-scorm-converter-faqs#will-custom-fonts-be-converted)

## **Report FAQs**

- [How can I delete a report?](/v1/docs/report-faqs#how-can-i-delete-a-report)
- [How do I view inactive reports?](/v1/docs/report-faqs#how-do-i-view-inactive-reports)
- [How do I create a custom Enrollment Report?](/v1/docs/report-faqs#how-do-i-create-a-custom-enrollment-report)
- [How do I add filters to my Enrollment Report?](/v1/docs/report-faqs#how-do-i-add-filters-to-my-enrollment-report)
- [How do I add columns to my Enrollment Report?](/v1/docs/report-faqs#how-do-i-add-columns-to-my-enrollment-report)
- [Why does nothing seem to happen when I export my Enrollment Report?](/v1/docs/report-faqs#why-does-nothing-seem-to-happen-when-i-export-my-enrollment-report)
- [Why can't I see my users' proctor codes?](/v1/docs/report-faqs#why-can%E2%80%99t-i-see-my-users%E2%80%99-proctor-codes)
- [Who can access the Quiz Analysis Report?](/v1/docs/report-faqs#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?](/v1/docs/subscription-faqs#my-subscription-is-created-but-my-courses-are-not-being-assigned-to-my-user-and-they-can%E2%80%99t-see-them-in-the-catalog-what-should-i-do)
- [How do I unenroll a user from a subscription?](/v1/docs/subscription-faqs#how-do-i-unenroll-a-user-from-a-subscription)
- [How do I view inactive subscriptions or variants?](/v1/docs/subscription-faqs#how-do-i-view-inactive-subscriptions-or-variants)
- [How do I associate tags with a subscription?](/v1/docs/subscription-faqs#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?](/docs/learner-interface-faqs#i-disabled-my-browsers-popup-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?](/docs/learner-interface-faqs#i-completed-a-course-but-the-learner-dashboard-didnt-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?](/docs/learner-interface-faqs#i-failed-the-final-exam-in-a-scorm-course-i-went-back-into-the-course-retook-the-quiz-and-passed-but-my-mark-didnt-update-to-my-new-grade-what-should-i-do)
- [Can I import a calendar entry for an instructor-led course into Lotus Notes?](/docs/learner-interface-faqs#can-i-import-a-calendar-entry-for-an-instructorled-course-into-lotus-notes)

## **Team FAQs**

- [How do I create a team?](/v1/docs/team-faqs#how-do-i-create-a-team)
- [How can I report on my users in a particular team?](/v1/docs/team-faqs#how-can-i-report-on-users-in-a-particular-team)
- [How can I enroll a team in a course?](/v1/docs/team-faqs#how-can-i-enroll-a-team-in-a-course)

## **User FAQs**

- [How do I create a new user?](/v1/docs/user-faqs#how-do-i-create-a-new-user)
- [Is there a quick way to add new users?](/v1/docs/user-faqs#is-there-a-quick-way-to-add-new-users)
- [How many users can I add to my account?](/v1/docs/user-faqs#how-many-users-can-i-add-to-my-account)
- [How do I create a supervisor?](/v1/docs/user-faqs#how-do-i-create-a-supervisor)
- [How can I identify all supervisors in my account?](/v1/docs/user-faqs#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?](/v1/docs/user-faqs#whats-the-difference-between-a-supervisor-and-a-user-with-view-learner-report-vlr-permission)
- [How do I assign learning plans to a user?](/v1/docs/user-faqs#how-do-i-assign-learning-plans-to-a-user)
- [How do I find out which users have a certain permission in a group?](/v1/docs/user-faqs#how-do-i-find-out-which-users-have-a-certain-permission-in-a-group)
- [Can I delete users?](/v1/docs/user-faqs#can-i-delete-users)
- [How do I inactivate multiple users?](/v1/docs/user-faqs#how-do-i-inactivate-multiple-users)
- [How do I view inactive users?](/v1/docs/user-faqs#how-do-i-view-inactive-users)
- [How can I view the learning plans assigned to a user?](/v1/docs/user-faqs#how-can-i-view-the-learning-plans-assigned-to-a-user)

## **API FAQs**

- [How do I locate my API Keys?](/v1/docs/api-faqs#how-do-i-locate-my-api-keys-)
- [What does a 9999 error mean?](/v1/docs/api-faqs#what-does-a-9999-error-mean)