Common problems

🚧 Coming soon. This page is being prepared and its content may still change.

None of these situations can be fixed from the app: they all come from a setting. What follows tells you what to report so it gets fixed first time, and the 🔧 boxes are for the person who will do it.

”I cannot see the My team tab”

There is nothing you can do about this yourself. Report it, saying which team you are supposed to be responsible for: that is the first thing you will be asked.

🔧 On the administrator side. The My team entry appears when the person is a team leader of at least one group, and it disappears if the entry is hidden from the app menu. Check the Team Leader role on the right group first, then the menu. The role is granted in the group’s advanced options, under Roles › Define the team leader(s), and the person must also be a member of that group. See Assigning roles in a group and, for the menu, Configuration › Customization › Menu in Customising the learner platform.

”My team is empty”

The tab opens, but nobody appears. Either the group you lead does not hold the right people yet, or it holds them and you are looking at a team that has not started.

Report it with two or three names of people who ought to be there.

🔧 On the administrator side. A team leader sees the learners of the groups they manage: open the group and check its composition. On a dynamic group, the members come from the assignment criteria, so an empty or incomplete group usually means the criteria match nobody. A field value that differs from the one expected gives an empty group with no error message. Membership is recomputed when the criteria are saved, when a user’s data changes or is synchronised, and once a day for criteria based on a relative date. See Dynamic groups.

”Someone is at 0% although they are working”

Do not conclude they are refusing to train. The most frequent case is that they never received the training: someone who sees nothing shows 0% just like someone doing nothing.

Ask them to open the app in front of you. If they cannot find the training, it is not on them.

🔧 On the administrator side. This is a distribution problem, not a follow-up one. The check sequence is in Common problems: distribution.

”I cannot recommend a capsule to my team”

Recommending a capsule is a separate feature from following your team. You can have the My team tab without having this action.

Report that the Recommend the capsule action does not appear in the capsule’s action menu.

🔧 On the administrator side. This action depends on the Content distribution setting in Configuration › Social Learning › Team management, on top of the team leader role. The role alone opens nothing here, and neither does the setting alone. See Content distribution by team leaders.

”The seats I allocated are still pending”

You gave someone a seat and it is not confirmed. Somebody has to approve it, and they have not done so yet.

Warn the person you gave it to: until it is approved, the sign-up is not secured. Then chase the training department.

🔧 On the administrator side. Check who holds the validator role and whether sequential approval is required. A circuit with no stated delay and no cover for absences jams on the first holiday. See Setting up a team leader.

”I see people who are not on my team”

A person can belong to several groups. If one of them is under your responsibility, they show up for you.

Report it: this must be a configuration error.

🔧 On the administrator side. It is a sign the grain is too wide: the group used for team management is probably a distribution group. Note that a capsule recommended to a group also reaches the learners of its sub-groups. See Creating and organising groups.

Going further

• Following your team: what the My team tab shows.
• Inviting and approving requests: seats and requests.
• Setting up a team leader: the administrator page to send to the person who will fix the setting.