--- title: "Troubleshooting Enrollments" slug: "troubleshooting-enrollments" updated: 2022-06-21T20:05:06Z published: 2022-06-21T20:05:06Z canonical: "support.smarteru.com/troubleshooting-enrollments" --- > ## 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. # Troubleshooting Enrollments Courses can be assigned to several objects within the system. These objects are groups, subscriptions, and requirements. ![Diagram - Troubleshooting Enrollments 1 20220621](https://cdn.document360.io/7efaadab-fef6-4186-806a-2ca14c9ce9ea/Images/Documentation/Diagram%20-%20Troubleshooting%20Enrollments%201%2020220621.png) Users can be enrolled in a course in any of the following ways: - By belonging to a group that has been assigned the course - By being enrolled in a subscription variant that contains the course - By being assigned a learning plan that contains the course. ![Diagram - Troubleshooting Enrollments 2 20220621](https://cdn.document360.io/7efaadab-fef6-4186-806a-2ca14c9ce9ea/Images/Documentation/Diagram%20-%20Troubleshooting%20Enrollments%202%2020220621.png) When an enrollment fails, it could be due to a group, subscription, or requirement setting. It may also be due to a user's setting. Keep in mind that the information displayed in the [Confirm Update accordion](/v1/docs/enrolling-users-confirming-the-update) during the manual enrollment process is a preliminary check. You should confirm that the enrollments were successfully processed when you receive the [Enrollment Process Complete email](/v1/docs/system-email-templates-enrollment-emails#enrollment-process-complete). It may take some time for the system to process enrollments. Below are the most of common causes for failed enrollments and their error messages. | **Cause** | **Error Message(s)** | | --- | --- | | [User Already Enrolled In Course](/v1/docs/troubleshooting-enrollments#user-already-enrolled-in-course) | - Course already enrolled. - User has already been enrolled in this course and has confirmed attendance. | | [Course or Subscription Not in User's Group](/v1/docs/troubleshooting-enrollments#course-or-subscription-not-in-users-group) | - This course is not in the user's home group and therefore cannot be enrolled. - This course is not in the user's enrollment group and therefore cannot be enrolled. - Subscription not assigned to group. | | [Insufficient Group Credits](/v1/docs/troubleshooting-enrollments#insufficient-group-credits) | - Group has insufficient credits to enroll in a course. - There are no group course credits available for this enrollment. Please contact your account administrator for further information. - There are no group subscription credits available for this enrollment. Please contact your account administrator for further information. | | [Cannot Self Enroll](/v1/docs/troubleshooting-enrollments#cannot-self-enroll) | - You cannot self enroll for this course. | | [No Sessions Available](/v1/docs/troubleshooting-enrollments#no-sessions-available) | - This course has no sessions available and therefore cannot be enrolled. | | [User Already on Waiting List](/v1/docs/troubleshooting-enrollments#user-already-on-waiting-list) | - Session is full; user is already on waiting list. - Session full; already on waiting list. | | [Enrollment Window Closed](/v1/docs/troubleshooting-enrollments#enrollment-window-closed) | - Course enrollment failed. Enrollment window is closed. | | [Enrollment Date After Course Due Date](/v1/docs/troubleshooting-enrollments#enrollment-date-after-course-due-date) | - Due date is earlier than the enrollment date. - Enrollment date is past the course due and/or completion access date. - Course enrollment failed. Enrollment date is past the course due date. | | [Enrollment Date After Grace Period Date](/v1/docs/troubleshooting-enrollments#enrollment-date-after-grace-period-date) | - Grace period date is earlier than the enrollment date. - Course enrollment failed. Enrollment date is past the course grace period date. | | [Enrollment Date After Course Completion Access Date](/v1/docs/troubleshooting-enrollments#enrollment-date-after-course-completion-access-date) | - Enrollment date is past the course due and/or completion access date. | | [Subscription Lock Enabled for Course](/v1/docs/troubleshooting-enrollments#subscription-lock-enabled-for-course) | - User is not subscribed to the subscription. Please contact your account administrator for further information. | | [Learning Plan Lock Enabled for Course](/v1/docs/troubleshooting-enrollments#learning-plan-lock-enabled-for-course) | - This course is only available within a learning plan and no learning plan was provided. | ## User Already Enrolled in Course ### Errors > Course already enrolled. Or > User has already been enrolled in this course and has confirmed attendance. ### Causes This error occurs when a user is already enrolled in the course. ### Solution No action is needed unless you've made changes to the online or SCORM course and want to enroll the user in the latest version of the course. If this is the case, you will need to unenroll the user from the course, then enroll them in course again. ## Course or Subscription Not In User's Group ### Errors > This course is not in the user's home group and therefore cannot be enrolled. Or > This course is not in the user's enrollment group and therefore cannot be enrolled. Or > Subscription not assigned to group. ### Causes The error may occur when: - A [user](/v1/docs/group-users#removing-users-from-a-group), [course](/v1/docs/group-courses#removing-courses-from-a-group), or [subscription](/v1/docs/group-subscriptions#removing-subscriptions-from-a-group) is removed from a group before the enrollment has been processed. - A [course assigned to a learning plan, certification, or requirement](/v1/docs/editing-a-blocks-courses#adding-a-course-to-a-block) has its [**Auto** setting](/v1/docs/editing-a-blocks-courses#automation-enrollment) checked, but the course is not assigned to any of the user's groups. - A subscription variant's course has its [**Auto** setting](/v1/docs/variant-courses#automation-enrollment) checked, but the course is not assigned to any of the user's groups. ### Solution [Assign the course](/v1/docs/group-courses#adding-courses-to-a-group) or [subscription](/v1/docs/group-subscriptions#adding-subscriptions-to-a-group) to the group. ## Insufficient Group Credits ### Errors > Group has insufficient credits to enroll in a course. Or > There are no group course credits available for this enrollment. Please contact your account administrator for further information. Or > There are no group subscription credits available for this enrollment. Please contact your account administrator for further information. ### Causes This error may occur when: - A group's course or subscription has its [**Credits** setting](/v1/docs/group-courses#credits) checked but the group has no credits available, attempts to enroll the group's users in the course or subscription will fail. - Users attempt to [self-enroll in a course](/v1/docs/learner-interface-enrolling-in-courses) that requires credits. ### Solution To allow enrollments into the course, credits will need to be [added to the group](/v1/docs/managing-credits). ## Cannot Self Enroll ### Error > You cannot self enroll for this course. ### Causes This error may occur when: - A course that allowed for self-enrollment was available in the learner interface. While the user had the course details page with the Enroll button displayed, someone unchecked the [**Self-Enroll** setting for the group's course](/v1/docs/group-courses#self). - A course was available for self-enrollment through a [learning plan](/v1/docs/editing-a-blocks-courses#removing-a-course-from-a-block) or [subscription](/v1/docs/subscription-courses#removing-courses-from-a-subscription), but was removed before the enrollment process was completed. ### Solution Verify whether the Self-Enroll setting for the group's course should be enabled or disabled. If you do not want to allow users to self-enroll in the group's course, a user with the required permissions can [manually enroll the user in the course](/v1/docs/enrolling-users). ## No Sessions Available ### Error > This course has no sessions available and therefore cannot be enrolled. ### Cause An instructor-led course assigned to a [group](/v1/docs/group-courses#automation), [subscription](/v1/docs/variant-courses#automation-enrollment), or [learning plan requirement](/v1/docs/editing-a-blocks-courses#automation-enrollment) has its **Auto** setting set to *First Available* or *First Available (until pass)*, but there are no sessions available and the [course's waiting list is disabled](/v1/docs/instructor-led-course-main#enable-waiting-list-for-this-course). ### Solution There are several ways to address this type of failed enrollment. - Add new sessions to the instructor-led course, then view the recommended enrollment. - Change the course's **Auto** setting for the group, subscription, or learning plan requirement to *Waiting List* or *Waiting List (Until Pass).* You will also need to enable the course and/or session waiting list. ## User Already on Waiting List ### Errors > Session is full; user is already on waiting list. Or > Session full; already on waiting list (Learner UI) ### Causes This error may occur when: - You attempt to enroll a user in a course waiting list, but the user is already on the course waiting list. - Users attempt to self-enroll in a course waiting list that they are already on. ### Solution No action is needed if you want to leave the user on the course waiting list. To enroll the user in one of the course's sessions or remove them from the course waiting list, use the ILT Waiting Lists Dashboard. ## Enrollment Window Closed ### Error > Course enrollment failed. Enrollment window is closed. ### Cause The enrollment was processed outside of the instructor-led course session's enrollment open and enrollment close date. ### Solution You can either adjust the session's enrollment open date or enrollment close date, or enroll the user in a different session. ## Enrollment Date After Course Due Date ### Errors > Due date is earlier than the enrollment date. Or > Enrollment date is past the course due and/or completion access date. Or > Course enrollment failed. Enrollment date is past the course due date. ### Causes This error may occur when: - The enrollment was processed after the [online](/v1/docs/online-course-completion-setup#due-date) or [SCORM course's due date](/v1/docs/scorm-course-completion-setup#due-date). - You [manually changed the online or SCORM course's due date during the enrollment process](/v1/docs/enrolling-users-selecting-courses#modifying-online-or-scorm-course-settings) to a date that is prior to the enrollment date. ### Solution Do one of the following: - Edit the course and either change the due date to a later date, or set the course's **Due Date Option** setting to *By Days*. - [Manually change the course's specified due date during the enrollment process](/v1/docs/enrolling-users-selecting-courses#modifying-online-or-scorm-course-settings). ## Enrollment Date After Grace Period Date ### Errors > Grace period date is earlier than the enrollment date. Or > Course enrollment failed. Enrollment date is past the course grace period date. ### Cause The enrollment was processed after the online or SCORM course's grace period date. ### Solution [Manually change the course's grace period date during the enrollment process](/v1/docs/enrolling-users-selecting-courses#modifying-online-or-scorm-course-settings) so that it's later than today's date. ## Enrollment Date After Course Completion Access Date ### Error > Enrollment date is past the course due and/or completion access date. ### Causes This error may occur when: - The enrollment was processed after the [online](/v1/docs/online-course-completion-setup#completion-access-date-options) or [SCORM course's completion access date](/v1/docs/scorm-course-completion-setup#completion-access-date-options). - Users attempt to self-enroll in a course after the [course's completion access date](/v1/docs/online-course-completion-setup#completion-access-date-options). ### Solution Edit the online or SCORM course and do one of the following: - If you want to keep the [**Completion Access Date Option** setting set to *By Date*](/v1/docs/online-course-completion-setup#completion-access-date-options), change the date so it is in the future. ![Completion Date](https://cdn.document360.io/7efaadab-fef6-4186-806a-2ca14c9ce9ea/Images/Documentation/troubleshooting-enrollments-image-iuqqe95r.png) - Change the [**Course Access After Completion** setting to *Available*](/v1/docs/online-course-completion-setup#course-access-after-completion). ## Subscription Lock Enabled for Course ### Error > User is not subscribed to the subscription. Please contact your account administrator for further information. ### Cause The course you are attempting to enroll the user in is part of a [group's subscription](/v1/docs/group-subscriptions) and has its [**Subscription Lock** setting](/v1/docs/group-courses#subscr-lock) enabled. ### Solution Do one of the following: - To enroll the user in the course through the originally selected group, you will need to [enroll the user in a subscription variant](/v1/docs/enrolling-users) that contains the course. After enrolling the user in the subscription variant, you can enroll the user in the course. - If the course is assigned to another group to which the user belongs, you can enroll the user in the course through a different group. ## Learning Plan Lock Enabled for Course ### Error > This course is only available within a learning plan and no learning plan was provided. ### Cause The course you are attempting to enroll the user in is part of a group's learning plan and has its [**Learning Plan Lock** setting](/v1/docs/group-courses#learning-plan-lock) enabled. ### Solution Do one of the following: - To enroll the user in the course through the originally selected group, you will need to first [assign the learning plan that contains the course to the user](/v1/docs/assigning-learning-plans-to-a-user). After assigning the learning plan to the user, you can enroll the user in the course. - If the course is assigned to another group to which the user belongs, you can enroll the user in the course through a different group. ## Related - [Editing a Block's Courses](/editing-a-blocks-courses.md) - [Editing a Group](/editing-a-group.md) - [Enrolling Users](/enrolling-users.md) - [Group: Courses](/group-courses.md) - [Group: Subscriptions](/group-subscriptions.md) - [How to Use the SmarterU LMS Enrollment Process Report to Resolve Errors](/how-to-use-the-smarteru-lms-enrollment-process-report-to-resolve-errors.md) - [Instructor-Led Course: Main](/instructor-led-course-main.md) - [Managing Credits](/managing-credits.md) - [Recommended Enrollments](/recommended-enrollments.md)