Invalid/unmapped exam results were resolved by addressing the specific root cause in each case. Where QBM/QBEAM mappings or paper live status were missing, QBM_PAPER rows were populated with Result_Subject_Code and Result_Element_Code, QBEAM linking fields that associate papers to OASIS subjects/elements were set, papers that remained in development/form-based status were changed to live, and the Invalid Results in QBEAM Tests were reprocessed. PACK_INTEGRATION.comIntegrationObjExamResult (pack_integration SQL) was used to identify registration_id, element_id and attempt_no for affected records so invalid results could be reconciled and allowed to re-process into OASIS; this restored Brightspace course/exam tiles, enrolment, Integrity Advocate visibility, and downstream student-record/certificate pipelines. Duplicate Invalid Results rows that matched an existing enquiry/registration (same date and mark) or that had been marked 'Withheld' after use of the On-Demand Unapproved Results screen were removed from the Invalid Results screen so the single correct registration/result could persist and process. Where the root cause was a delivery-system exam configuration error, the exam setup in the delivery platform (for example Jolt) was corrected so Brightspace could accept/process submissions; after the required configuration updates were applied the stuck Invalid Results items cleared and processed normally.

Access and assessment tiles were restored by addressing session, enrolment, entitlement and integration failures across registration/payment systems and Brightspace. Resolutions included correcting and recreating module–session associations so module codes matched active module instances (for example moving students from legacy PR0001 sessions into the correct BS0001 sessions), adding missing session codes to registrations so provisioning could complete, and extending or adjusting OASIS course-site access end dates or closing prior open sessions that were blocking auto-moves. Integration and provisioning backlogs were cleared and delayed provisioning processed (including purchases and CertPAY registrations), which restored purchased specimen papers and resit materials; transient integration/contact-transfer outages were fixed so pending transfers completed. MOSAS/Carousel/Stock Reservations cases were resolved by clearing invalid registration states (often caused by outstanding payment) so Brightspace activation could occur. Entitlement and licence problems in MyLIBF were identified and restored where they had removed specimen‑paper access. Per-student fixes included forced enrollment refreshes or re-synchronisations (a manual refresh added missing sections in the Brightspace enrolment log and restored module/Stage access) and performing an Edit then Commit in Contact Search to immediately restore single-student association flags. Reopened results and re-ran SUBPASS or adjusted result-release dates and re-ran FS/template extractions when templates produced no output. Restored access after merges by refreshing merged records and reverting manual data overwrites (such as incorrect contact emails) that had prevented normal visibility. Additional, repeat symptoms were observed and resolved: some 'Not Authorized' cases traced to users opening stale bookmarks/URLs or browser-cache issues after syllabus or site moves and were resolved when the course-site association and enrolment were corrected and the user reached the updated course URL; persistent Brightspace loading spinners (blue circle) were investigated and found in some cases to coincide with missing entries in the Enquiry (External) tab or Brightspace-side provisioning faults, and access was restored after the enquiry entries or provisioning state were corrected. These combined fixes resolved missing exam tiles and links, absent class-list membership, inaccessible specimen papers and course materials, empty result extracts, persistent loading spinners, 'Not Authorized' messages and delayed or pending provisioning across Brightspace, OASIS, Arlo, MyLIBF, CertPAY, MOSAS, Carousel and related integration systems.

Issues were resolved by bringing session and element metadata, session settings, resit mappings, and Brightspace assessment overrides back into the approved configuration and reprocessing affected outputs. Key remediations included:

Support investigations confirmed Brightspace record-state and took actions appropriate to each root cause. For attempts left open in a 'Started' / 'In progress' state, support opened the course/assessment progress display, located the active attempt and used the 'Started' attempt link to force the attempt to transition to a finished/submitted state; in one instance the student reopened the exam which immediately finished with no remaining time and produced a submission. After an attempt transitioned to finished/submitted the integration processed the result and it appeared in the student record/DRDB/OASIS. For cases where Integrity Advocate produced a withheld ('W') entry alongside a subsequently released pass, investigation confirmed the original attempt was withheld and a later result had been released; the released result in Brightspace/DRDB was confirmed as the correct recorded outcome and stakeholders were informed that automated course reminder messages continued because the course sites sent reminders to all active registrations irrespective of per-user completion flags. For abrupt session terminations reported from Jolt (exam/section disappearing, session cutting off with time remaining and Integrity Advocate feed truncation), support correlated Jolt session logs, Integrity Advocate feed timestamps and Brightspace attempt records, confirmed the session had ended on the assessment engine leaving an incomplete/failed attempt in Brightspace, and reconciled the recorded outcome with downstream systems (OASIS/DRDB). Where possible the active attempt was transitioned to a finished/submitted state so the integration could import the correct result; where the session termination had produced an incomplete submission, the recorded fail was confirmed in the student record and stakeholders were advised of the cause. In all cases the resolution included confirming the correct final result present in Brightspace/DRDB/OASIS, documenting whether the cause was an open attempt, an Integrity Advocate withholding, or an abrupt Jolt session termination, and communicating the findings (including why automated reminders may have continued) to stakeholders.

Investigations found multiple distinct causes for content-access problems. In Brightspace, several incidents traced to mismatched visibility settings between container sections and their contained items: publishing a previously unpublished quiz or correcting a section’s visibility restored learner access or removed instructor‑only materials from student view. At least one incident of learners seeing materials from multiple modules traced to platform-level registration/module-mapping rather than item visibility; support identified the registration mapping as the cause, did not modify course content, and informed the requester that the platform/registration team needed to resolve it. For Learning Hub content that did not display (PowerPoint, video and other pages), users often performed browser troubleshooting (clearing cache/cookies/history, trying a different browser such as Safari, adjusting site permissions, signing out/signing back in) without success; the underlying resolution was applied by the Learning Hub content owners (People Experience / People Projects), who implemented a server-side fix that restored content visibility. Resolutions therefore included publishing or correcting Brightspace item/section visibility where applicable, escalating registration/mapping issues to the platform registration team, and referring Learning Hub render/display problems to the People Experience / People Projects team (contact: people-projects@iu.org) who applied fixes for content not displaying.

Support verified and aligned user identity records across Oasis/Quercus, EntraId/Azure AD and downstream provisioning systems; where recorded identifiers or contact addresses mismatched these were corrected and affected accounts were re-pushed/resynced through the authentication integration. Accounts that were deactivated were reactivated in Brightspace and missing/new-starter accounts were routed to Customer Services or Education Technology for account creation and course-site access. When the OpenID Connect error displayed as “There has been an error authorising your LIBF account”, records were aligned and the account resynced through the authentication integration. Activation, verification and password-reset deliveries were retried after identity/OpenID/SMS records were refreshed; deliveries blocked by corporate/work spam filters or quarantines were identified and contact addresses corrected where required. Integration outages or backlogs that delayed registration transfers were fixed and backlogs processed, after which staff rechecked affected accounts. Brightspace Pulse issues were resolved by correcting registered mobile numbers, refreshing the identity/SMS service, and confirming Pulse required a web-activated MyLIBF/Brightspace account rather than phone-only registration. Browser-side login loops and transient session errors (including errors seen after returning to a Brightspace tab left open) were resolved by reloading or switching browsers, enabling necessary cookies/cross-site tracking, and removing interfering VPN/firewall clients; guidance to clear cookies or use an alternate browser was provided when cached/old links caused redirect issues. Where password-reset attempts redirected to Microsoft password-reset endpoints or used the Office365 flow instead of MyLIBF, support reset the Office365 mailbox password and advised signing in at outlook.office.com to activate the mailbox so activation codes could be delivered. Account configuration errors in provisioning and Learning Hub environments were corrected to restore visibility of learning paths and grant course permissions; permissions were also escalated to People & Projects/HR as required. Investigations into incorrect user profile display found several records contained placeholder characters (e.g. '.', '_', HTML entity sequences) or blank first-name fields originating in source systems; these were corrected at source or routed to student services for profile updates and the provisioning sync was re-run to replace malformed display names. Login confusion between services was resolved by confirming which credential format each service required (for example, institutional email for Brightspace versus an alternate letter+number username used by SEAtS), verifying or creating the alternate username in the identity store where missing, and aligning SSO mappings so mirrored login pages accepted the expected identifier. Support also noted MyLIBF downtime banners could be mistaken for login failures and accounted for those incidents when reported.

Incorrect Pearson VUE wording was removed and replaced with the Brightspace remote‑invigilation wording requested by the reporter; the change was applied to the Confirm & Pay page and propagated into associated confirmation communications. The team reviewed the supplied list of qualifications migrated to Brightspace and updated affected registration pages and course communications so messaging was consistent across the student journey. Communication templates were audited: SESHOLD and SESPV1 were confirmed to be restricted to Pearson Written elements (PRW1/PRW4) and therefore were not used for Brightspace sessions; SESEXAM was found to be a manually run job rather than an automated overnight process. The bulk‑extract process used for many communications did not restrict by assessment type, so most bulk‑driven emails continued to be delivered to students registered on Brightspace assessments. A small set of Pearson‑specific reminder/booking templates (for example PVREMIND) were identified as incompatible with Brightspace assessments and were flagged in the migration review (comments recorded against the provided spreadsheet). Separately, staff requested wording changes to CeMAP and DipFA analysis sheets: CeMAP to reference the "learning outcomes and weightings" document in the module and assessment resources, and DipFA to clarify that each exam unit covered the entire syllabus and that analysis sheets primarily showed associated Learning Outcomes though resits may include questions from across the syllabus. The Learning Assessment team planned to move terminology from "syllabus" to "topics" but the timeline was unclear; the analysis‑sheet ticket was auto‑closed by Automation for Jira before any content change was implemented.

Investigation identified that the Combined Registration flow (pack_combined.getregistersubjects) permitted per-unit selection for this first unitised recertification stream and that the pricing routine could not find a matching SUBJECT_PRODUCT entry for the per-unit case, producing a zero-price row. As an immediate remedial action the operator removed the zero-price registration row. The issue was escalated to product/pricing owners with the root-cause details so the registration/pricing behaviour could be corrected (either by preventing selection of already-passed units in the UI or by ensuring appropriate SUBJECT_PRODUCT pricing entries exist for per-unit registrations).

Investigators found an existing defect in PACK_REG.addRegElement that omitted the Start Time when a venue was not present. The code path was corrected to ensure Start Time is populated into EXAM_ENTRY even if a venue record is absent. A back-population script was run against affected future Brightspace EXAM_ENTRY rows to restore the correct sit_date and MyLIBF displays were verified to show correct start times after the fix.

The report and raw Students-tab data were reviewed and it was confirmed that the empty cells accurately reflected absent underlying data (for example, no overseas/OS students or no entries for the particular dimensions being reported). No missing export or system error was found; the blank cells were therefore expected given the registration cohort and data available for that session, and this explanation was communicated to stakeholders.

Two new STARTA fields were added to capture multiple exam dates: 'Exam Sit Date 2' and 'Has Two Exams?'. A 'VLE Exam Ind' template condition field (accepting 'Y'/'N') was also added and both Brightspace element types (written and normal) were included in the template so conditional paragraphs could target session-based students who have Brightspace exams. These changes enabled conditional messaging for first-send vs mop-up scenarios and allowed templates to distinguish students with Brightspace exams.

The bulk-send process was updated to ignore recipients who already had the same template generated on the same day, preventing same-day duplicate entries caused by multiple session codes. Staff were advised to delete the duplicate bulk and re-run the send so that only recipients who did not receive the first bulk were included.

The older, duplicate PDF files (2019 copies) were removed from the module and assessment resource areas in Brightspace. Reporters were advised that content removals and similar content-management queries should be sent to the Digital inbox, as these were not integration issues.

The Syntea team provided an interim workaround and outlined next steps to allow instructors to test without enrolling as participants. The workaround enabled instructor testing access while avoiding participant-count distortion and the appearance of instructor test content in student-facing feeds.

Support impersonated affected users and refreshed the Brightspace pages; in multiple incidents repeated page refreshes and clearing the browser cache restored Vimeo-hosted video playback. In a staff-login case Brightspace presented a blank page in the original browser and opened successfully when the user switched to a different web browser; updating the browser was also recommended. Observed resolutions therefore included impersonation + page refreshes (which revealed the content), clearing browser cache, and using an alternate/updated browser to load Brightspace.

The sites received dual-branding only (a new logo); the primary URLs were retained: brightspace.libf.ac.uk (Brightspace), my.libf.ac.uk (My.LIBF) and kb.libf.ac.uk (KnowledgeBank). A specific request to change Brightspace production and development URLs (production https://brightspace.libf.ac.uk; development https://testlibf.brightspace.com/) was considered but cancelled and closed as 'Won't Do'. D2L supplied the configuration steps that would have been required for a URL change, including DNS updates, SSL certificate reissues, web redirects, review and testing of SSO and third-party integrations, and coordination with D2L implementation services. Any formal domain or name change was deferred by approximately 12 months pending other programme changes.

Support confirmed that Brightspace intelligent agents were automated and could not be turned off for individual learners from the admin interface. The immediate stop of reminders was achieved by removing the learner's active access/enrolment from the course site; support also updated and confirmed the learner's Brightspace profile contact and advised the learner to complete the in-course email opt-out in the Getting Started section to prevent future in-course reminders. The behaviour was recorded as expected Brightspace behaviour rather than a system fault.

Brightspace completion did not reliably result in certificate or badge issuance; two root causes were identified and remediated. First, expired Arlo registrations prevented automated certificate/digital‑badge issuance even when Brightspace access remained; operations staff reinstated or extended the Arlo registrations where appropriate and manually issued certificates/badges per the operations process. Second, some on‑demand courses had no certificate configured or no certificate-to-course association in Oasis Online; administrators made account changes in the DC Web certificate area, created the required certificate, and created the certificate association in Oasis Online linking the certificate to the Brightspace course. Tickets were resolved after the appropriate manual configuration or manual issuance steps were completed.

Investigation showed the rebuild+delete process removed VLE/Jolt associations and archived attempt links. The problem was resolved by re-establishing the Oasis/ VLE associations for the new Brightspace assessments, re-applying the RA overrides on the rebuilt assessments, and reconciling student attempt counts using archived attempt records and Jolt logs; where necessary operations applied manual attempt adjustments in Jolt to prevent extra attempts. The incident was logged to highlight that rebuilding and deleting exam objects removed integration and attempt-history metadata.

Support confirmed the system applied the OT status automatically five days after the registration expiry date; this delay included the standard three working day turnaround for result validation on Brightspace deliveries. The behaviour was documented as expected; as a mitigation when an earlier change was required for resit processing, operations applied manual OT handling under the existing manual process.

D2L confirmed that the Awards/certificate generation system did not support special or extended Unicode characters for certificate output. The immediate resolution was a one‑off manual certificate produced by staff that included the correct characters. The limitation was documented so that manual issuance would be used where names required extended characters.

Investigators validated claim-button URLs and traced incoming VLECode callback events in application and server logs. In Brightspace cases the logs showed that only the recorded topic emitted a VLECode callback (for example VLECode IR3A) while other completed topics produced no corresponding VLECode events; the absence of those callbacks explained why myLIBF had no entries for those topics. In the newsletter case investigators found that links either lacked the required VLE code or pointed directly at the CPD system rather than the Brightspace resource, which led to access or CPD-logging failures when the member was not registered for CPD courses. All findings (missing VLECode callbacks, malformed or missing VLE codes in external links, and affected user registration status) were documented so the CPD-record/content teams could create or reprocess the missing claims and correct external links or registration records. No explicit error codes were present in the logged events for the missing callbacks.

Support confirmed the student account was active and that a successful Brightspace login had been recorded. The overlay was a known UI element that required the user to press the 'Log in' button on the Customer Service message to proceed; advising the user to use that button resolved the reported access issue. Oasis checks showed no account problems.

Support inspected the affected account(s) and integrations and found the account active (green online indicator and recent last-login) with no Brightspace/LMS server incident reported. The symptom set — including explicit “connection failed” errors when launching courses in the IU Learning Hub/LMS, silent redirection, or repeated access failures — was attributed to a stuck client-side session or stale browser state (reused browser tab, cached cookies/tokens) or local network issues (VPN/firewall). Access was restored after the user opened a fresh/clean browser tab instead of reusing the stale tab, dismissed any error prompt, and cleared browser cache/cookies or re-established the VPN/connection where applicable; some incidents showed the course connection error resolved later with no recorded troubleshooting. Support confirmed the user regained access and closed the ticket.

A specialist removed the redundant active enrollment (unenrolled the student) for the course, leaving it only in the inactive/completed list. The duplicate appearance on the dashboard was resolved after the active enrollment was cleared and the change was verified.

Investigations confirmed the fault was reproducible and not resolved by client-side troubleshooting (cache/cookies cleared, private/incognito modes, different browsers). The issue was escalated to the LMS development team as a known bug; at the time of reporting no code fix had been applied. Regular (non-early) grade publication remained functional and was noted as the working alternative while development investigated.