Learning Management System (LMS)
Frequently Asked Questions
1. When I try to get to the LMS website I get page can not be displayed.
Answer: Make sure you have typed or copied the LMS address correctly
(http://lms.ileas.isp.state.il.us). Occasionally we encounter issues where the user
has copied the LMS address to the address bar and has inadvertently copied a
blank space or left something off. If the address is correct, contact the Help Desk
(866/LEADS-00) and a ticket will be opened. Someone from technical support
will contact you.
2. I forgot my LMS password. How can I log-in?
Answer: LMS has an automatic password recovery process. If your email
address has been included on your profile page, select the “forgot password”
option on the sign-in screen. A window will appear on which you must enter your
LMS User ID and answer your secret question. LMS will then automatically
email you a temporary password to use for sign-in. If your email address is not
on your profile page, contact your agency’s Group Administrator to have your
password reset. It would be a good idea to have your GA also add your email
address to your profile page so you can use the automatic password recovery
process in the future. Adding your email address means you’ll get reminder
notices from LMS when you are approaching your expiration date too.
3. I don’t see any courses on the LMS home page in my Mandatory or
Scheduled Training. Where can I find the course I need to take?
Answer: Click on “All Mandatory Training”. If it still isn’t listed, contact your
LMS Manager or Group Administrator to have the course assigned to you.
4. When I try to take the exam a second time, the answers are still appearing on
some questions and I cannot change them.
Answer: This is a known issue. The LMS vendor is currently working on a
permanent solution so this does not occur. In the meantime, contact your LAC,
LMS Administrator or the Help Desk (866/LEADS-00). A ticket will be opened
and someone for the LMS technical staff will reload the exam for you and the
answers will no longer appear.
5. My certification expires this year. I just looked at my certificate in LMS and
it shows my expiration date as one day off from my completion date. Why?
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LMS FAQs
Answer: The automatic Certification expiration date program is set up for 730
days = 365 + 365. If there is a Leap year February 29th, then it will be one day
less.
6. I expire in 3 months, but I wanted to take my LEADS recertification now
and get it out of the way. Can I do that?
No, recertification courses may not be taken any sooner than 45 days before the
date of expiration.
7. I wanted to register for a course from the catalog. When I clicked on the
course in the catalog, nothing appeared so I couldn’t register for it. What’s
wrong?
Answer: It sounds like you do not have the right “Audience Type” to see that
course. Your Group Administrator will need to check the Audience Type in your
Learner Profile and add the one needed for you to be able to access the course you
want.
8. When clicking on the launch link on a course, certification, report or exam,
nothing appears.
Answer: Check to make sure the pop up blocker is turned off in the web
browser. If this is a course and it still will not run, contact your IT staff who
should contact the Help Desk (866/LEADS-00) who will assign a ticket to ISP IT
staff, since this is probably an IT issue where one of the IP addresses needed for
our content server needs to be set up by your IT staff.
9. I did the LEADS Full Access Certification course and successfully passed the
test. However, when I go to My Transcripts to print my certificate, it does
not show up.
Answer: Go back to your course statistics page and make sure you did all the
Modules in the course. Any module showing “not started” needs to be completed.
If you completed it but it’s still showing “not started”, drag the progress bar back
to the first screen, forward through them again, and be sure to close the window
properly by using the X on the progress bar and not the Windows X. You will not
have to complete the exam again, but you must do all of the course modules
before the exam will be counted and the successfully completed course will show
up in your Transcripts, which will allow you to print your certificate.
10. I forgot my password and clicked on the “forgot password” link on the signin screen but a new password was never emailed to me.
Answer: Contact your agency’s Group Administrator to make sure your email
address is listed in your LMS profile.
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LMS FAQs
11. I’m a Manager and assigned a class to some of my officers. Will the LMS
system notify them that they were assigned a class?
Answer: Yes. If there is an email address in the Learner’s profile, it will provide
a LINK and information about what the system expects them to do, just like the
Certification expiration messages.
12. I’m a Group Administrator (GA). Can I modify my own profile?
Answer: No. Group Administrators cannot modify their own profiles or reset
their own exam attempts.
13. I am a Group Administrator and entered a new Learner but she is unable to
launch the course I assigned to her.
Answer: Be sure that you performed all three steps of the Entering a New
Learner instructions. We have found that very often step #2 (assigning an
audience type) is skipped. Without an audience type a Learner will not be able to
access courses. Go back and complete step #2 and the Learner should be able to
launch the course.
14. Can I be the Group Administrator for another agency as well as my own?
Answer: Yes. You can be Group Administrator for more than one agency.
Contact the Help Desk (866/LEADS-00).
15. When I run a Certification Report for my agency, some of my Learners are
not listed. What’s wrong?
Answer: For a variety of reasons, sometimes certification information may not
appear correctly on a Learner’s LMS Certification page. Contact the Help Desk
(866/LEADS-00) so the certification information can be manually added to the
Learner’s Transcript and Certification pages.
16. I tried to enter a new user but the LMS said I am entering a duplicate SID#.
I checked and the SID# I am entering is correct for this Learner.
Answer: First check to make sure another GA at your agency has not already
entered the person, perhaps with a different version of first name or first or last
name misspelled (People Administrator > People tab > name search). If the
person also works at another agency, that agency may have already entered them
in LMS. If there is not a duplicate record by name, inquire on the SID# (“IL”
must be all caps) using the Advanced Search to make sure it is not accidentally
entered for someone else at your agency. If none of the above solves the problem,
contact the Help Desk (866/LEADS-00) so a larger search on the SID# can be
made.
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LMS FAQs
17. I am a Group Administrator and one of my Learners told me she took the
LEADS course and passed the exam, but couldn’t print her certificate. What
can I do?
Answer: Sometimes a Learner will skip a module, whether inadvertently or
intentionally. Remember, the course will not be marked complete and will not
move to the Learner’s Transcript page until ALL modules and the exam have
been completed. Check the Learner’s Enrollment page to see if this is what
happened (People Admin > Learning tab > Enrollments > name search > View
Enrollments > click “view contents” to the right of the course name). If a course
is showing “not evaluated” the Learner must go back in and complete that
module. If the Learner already completed the exam, he/she doesn’t have to take it
again; only the outstanding module(s) needs to be completed.
18. My department would like to appoint an additional Group Administrator.
How do we do this?
Answer: Only ISP can assign Group Administrator authority, so you’ll need to
contact the Help Desk (866/LEADS-00).
19. I have a Learner who recently completed a LEADS certification, but her old
expiration date is still showing when I run a Certification report. How do I
get this updated?
Answer: The old course will need to be removed from the Learner’s Certification
page by LMS technical staff. Contact the Help Desk (866/LEADS-00) to have
this done.
20. I am an authorized video instructor. Can the LTFA video still be used to
certify my Learners?
Answer: Yes, the only change is that instead of sending the class results to your
Field Specialist for entry, the class information is entered into LMS at the agency
level by a Group Administrator. See the “Entering Video Class Results/Other
Training” instructions.
21. I am a Group Administrator and I have a Learner who completed a course,
but he failed to print his certificate. Can I print a copy myself?
Answer: Yes. From People Admin, select Learning tab > Transcripts > name
search > View Transcripts. Find the course and click “print certificate”. Follow
the Print Certificate instructions located in the “Launching a Course/Registering
for a Course” or “Viewing Your Training Record” instructions.
22. My department hired someone who used to work for another agency, so she
already has an LMS account. Should I re-enter her?
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LMS FAQs
Answer: No, do not re-enter the Learner. Instead contact the Help Desk
(866/LEADS-00) and have the Learner’s existing account moved to your
agency’s LMS list.
23. My department has a Learner who works for more than one agency. How
should we handle this in LMS?
Answer: Only one agency can be listed as the primary agency (Organization
field) on a Learner’s profile page. The other agency(ies) must be listed in the
Secondary and 3rd Agency fields of the profile page. Only the primary agency
will be able to control the Learner’s record (modify profile, assign courses, reset
passwords, etc.). The other agencies will have no control over the record but the
Learner's expiration date will appear when they run a Certification report for their
agency. This will allow the additional agencies to track expiration dates.
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LMS FAQs