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Troubleshooting: Live Learning Session Registration Issues

Diagnose why a learner cannot register for or appears incorrectly on a Live Learning session.

This article covers common reasons why a learner cannot register for a Live Learning session, or why their registration status is incorrect.

Issue: Learner cannot self-register for a session

Check the following:

  • Session capacity - If the session has reached its maximum capacity, new registrations will go to the waitlist. Check the session capacity within the Live Learning.
  • Learner is already enrolled in another session - A learner can only be enrolled in one session per event at a time. Check whether they are currently registered in a different session for this event and, if so, unregister them before registering them into the correct session. If a learner needs to attend more than one session, create a separate event for each session. 
  • Registration approval - If approval is required for the event, the learner’s registration request will be pending until approved by a manager or admin. Check the Expressions of Interest queue.

Issue: Learner is showing as withdrawn

A learner may appear as withdrawn if:

  • An admin manually withdrew them from the session.
  • The session was cancelled or rescheduled and learners were automatically withdrawn.
  • The learner withdrew themselves.

To re-register a withdrawn learner, go to the session and register them again. See How to Register/Withdraw a User from a Live Learning Session.

Issue: Learner registered but not receiving confirmation email

Check that the learner’s email address is correct and not on the suppression list. See Troubleshooting: Users Not Receiving Emails.

Issue: Session is not appearing in the catalogue for the learner

The Live Learning event may be hidden, restricted to a cohort the learner is not in, or have a start date in the future. Check the event settings in Admin and confirm the learner meets any cohort or visibility restrictions.

Still not resolved?

Contact Acorn Support with the event name, session date, learner username, and a description of the issue.