Certificate Troubleshooting

Owned by Kristin Sergi
Last updated: Jun 10, 2022 by Ezra Wolfe
1 min read

Problem:

Users are receiving and Access Denied page or a 'no certificate available' message when trying to download a certificate.

Troubleshoot:

  1. Is there a required object after the certificate object? Reasoning: If there is a required course object after the certificate, for example a follow-up evaluation, it will block the user from obtaining a certificate and completing the course. Any object after the credit claim and certificate should be optional.

  2. Is the certificate itself required? In most cases it should be optional.

  3. Is there a certificate object in the workflow?

  4. Is there a certificate mapped when editing the course?

  5. Is the user eligible for the credit type enabled, which should be mapped to a certificate?

  6. Did the user recently change their profile, which could change their eligibility?

  7. Are global defaults set for certificates at /admin/structure/certificates/mapping?

Problem:

User received the incorrect certificate.

Troubleshoot:

  1. Is the user eligible for the credit enabled on the course?

  2. Is the awarded course credit on the course mapped to the correct certificate?

  3. Was the credit imported and if so, is the import file correct?

  4. Did the user recently change their profile, which could change their eligibility?

  5. Have you tried clearing certificate snapshots?