Access was restored by bringing hidden modal windows and blocking dialogs back into the visible desktop and by suppressing the blocking Word prompt. In one case an off‑screen quick‑list/customer‑search window was moved back into view using the Windows window system menu (Move) to reattach and reposition it. In report scenarios the Microsoft Word “Security Alert” dialog was brought to the foreground so the warning could be accepted and the report completed; the environment was then adjusted to suppress or bypass that Word security warning for the Exam Reports flow to prevent recurrence. Separately, occurrences of general unresponsiveness were recovered by using OASIS's “Cancel” option, after which OASIS usually continued processing; when Cancel did not restore progress, a workstation restart returned OASIS to a working state.

The failures were resolved by recreating the expected 'temp' folder inside the affected Windows user profile (C:\Users\\temp). Once the missing 'temp' folder existed the Excel exports and the examiner feedback/report downloads completed successfully.

Developers updated the SPS/OASIS merge logic to correctly handle missing/null 'title' values and to avoid attempting a DBNull-to-String conversion. The code fix was deployed (out of hours) and the bulk upload succeeded after deployment; an immediate workaround used before deployment was adding a title value to the target contact record so the upload could complete.

A combined set of data corrections, configuration/template fixes, integration recoveries, stored‑procedure/trigger ordering changes and compensating financial documents resolved most reconciliation failures between Oasis, Workday and payment gateways. Key outcomes included:

Together these actions removed numerous reconciliation mismatches between Oasis, Workday and payment gateways, repaired allocation and invoice data inconsistencies, documented gateway‑specific failures and recovery steps (including VeriFone blank reports and phone‑refund completion failures), and recorded outstanding feature work (refund reference mapping, consolidated product/discount reporting, and ELCAS integration fixes) for backlog prioritisation.

Issues were resolved by targeted data reconciliation, selective administrative operations and fixes across OASIS, QBEAM/QBM, Brightspace/BS and external feeds. Actions taken included:

These combined reconciliations, configuration corrections and integration fixes restored consistent assessment records, cleared large Invalid Results backlogs, allowed approvals and completions to proceed, and prevented known recurrence vectors such as placeholder paper rows, stale UMS, IA timing mismatches and timestamp/DST import failures.

Module and permission defects were corrected by restoring missing module permissions and adjusting user-group access so previously hidden screens and buttons (for example the Registration Results ‘Moderate’ function) became visible; affected users reloaded OASIS or the downstream system so changes took effect. Orphaned or locked registration entries (including combined‑reg locks shown as “you have a registration opened in combined reg”) were closed or cleared so users could continue; concurrent/multi‑tab and session‑state race conditions were fixed by reconciling aborted stored‑procedures, enforcing session‑code requirements where appropriate, and adjusting database/stored‑procedure handling to prevent repeat failures. Finance and payment problems were resolved by enabling required transaction/payment types, correcting filing‑reference values, reconciling duplicate card charges with the merchant/gateway and reallocating or refunding them, and fixing sundry‑invoice role mismatches after confirming the processed registration/certificate variant. Duplicate/merged contact and external‑assignment errors were cleared by cancelling stray external registrations, archiving or merging duplicate contacts, removing incorrect emails, creating correctly mapped external contacts and re‑registering students so external assignments linked properly; duplicated LIBF student records were investigated and merged or archived based on identity verification, and qualifications/responses were re‑attributed or corrected. Temporary integration/import and backend service outages (including a stopped transfer/OTP service) were resolved by restarting or repairing the responsible application, allowing synchronization jobs to process backlogs, and verifying OTP/verification email delivery so account transfers and activations completed. Quercus IUCOURSE import glitches were handled by forcing an open/save on the person record to recreate OASIS/LIBF entries when bulk reprocessing was not possible. Confidential or locked user flags that blocked staff edits were removed to permit administrative actions. Registration, exemption and completion failures were resolved by removing stale blocking data, ensuring correct exemption linkage to the qualification attempt, reopening or adjusting closed attempts where appropriate, and clearing lingering 'NO' grades so automated completion and certificate production proceeded. Communication failures were traced to unconfirmed registrations, NOSEND templates and invoice‑template changes; templates and communication‑suppression selection codes were corrected or temporarily removed so confirmation emails and certificate overnight jobs completed. Accreditation‑period mismatches were corrected by updating start/end dates or adding missing accreditation entries in Qualification Maintenance or Qualification Results Edit screens. Dispatch problems were traced to qualification‑material and dispatch filtering setup; material/dispatch configuration and distribution records were corrected. Miscellaneous issues were resolved by removing unwanted portal buttons after staff confirmation, explaining grade‑code semantics to stakeholders, and adjusting legacy reports and session requirements that caused false missing‑session flags.

Support explained how Letterwriter/CERTHE templates used conditional paragraph blocks to control header and footer areas and clarified which paragraph blocks governed those sections. Investigations found multiple causes for incorrect content and formatting: some templates contained manually maintained, hard-coded dates; some used the wrong date field (for example STARTA templates showing course start date instead of the course site released date); and some fields were malformed or truncated (for example a 'Click Here URL' with a missing field name) which caused templates to fail or OASIS to crash. Resolutions applied included correcting template fields to use the proper OASIS-generated date fields or the intended date field, restoring truncated field names and saving the repaired templates, and manually editing affected outbound messages when bulk sends had already used incorrect values (STARTA sent emails were updated to show the correct course site released dates). Where the 'Update Recent' action failed with “can't be edited as there are 'routines' attached,” templates were edited directly via the Template/Paragraphs editor or the Letterwriter template/activity UI instead of using the shortcut. To address formatting issues from pasted Word/Outlook content, support advised using a plain-text intermediary so letter styling remained consistent. For QUALCON PDFs that lost word spacing after conversion, support noted the fault lay in the PDF/PostScript conversion path outside OASIS; a practical workaround was applied — an extra space was added in the template paragraph which restored correct spacing in the generated PDF. An example QUALCON template completed by Customer Services was located and provided to the requester by an alternate channel when the helpdesk system would not accept the attachment. Overall, issues were resolved by correcting hard-coded or incorrect date fields, repairing malformed field names, editing templates through alternative UIs when 'Update Recent' was blocked, applying targeted manual fixes to already-sent bulk emails, and using template edits or conversion workarounds for PDF rendering anomalies.

Missing or malformed digital certificates, absent badges, and missing certificate‑generation requests were traced to a small set of root causes and resolved as follows. Missing qualification→digital‑certificate mappings were created when new qualifications had been added late; residual, open or duplicate prior attempts/certificates were closed or retired to remove ambiguity so correct certificates could be generated. Duplicated wording in Qualification “Certificate Name” fields and in certificate templates was removed and affected certificates were corrected in DC Web where necessary; issued certificates with missing designatory letters were fixed in DC Web. It was confirmed the integration only sent certificate data at qualification completion and did not pick up later OASIS edits; affected student records were reprocessed or pushed through the integration backend, or a manual push to DC Web was performed to refresh external certificate data. After these corrections, overnight integration jobs and Force Cert Production/batch issuance runs were rerun and completions were back‑populated so affected students received their certificates. Badge failures were resolved by creating Credly badge records with supplied metadata/images and ensuring matching association records existed in OASIS Online (module‑level badges used module‑level association values); back‑population runs awarded badges retroactively where students had already passed. In incidents where certificate‑generation requests did not appear on Bulk History the certificate‑generation server had become unresponsive; restarting that server and then re‑submitting requests allowed jobs to complete. Access errors to Digital Certificates screens were resolved by restoring authorised administrative access so mappings and associations could be created. HE transcript failures were resolved by transferring module data from Quercus into OASIS using the established transfer process and then generating the transcript. Where accreditation metadata existed in OASIS but was not present on student registration records, staff added the accreditation details to the affected registrations (these were applied manually in the reported incident).

A Promotion Code (RESIT30) with a 30% discount was created and scoped to the specific trade qualification(s) (example: CITR). The code's "Apply to Resits?" option was enabled to permit use on resit registrations as well as new registrations, validity dates were configured, and the process was repeated for each trade qualification that required the discount.

Archived/‘ended’ OASIS records were restored or worked around depending on the object type. For a LetterWriter template (HECERTRE) the template list was viewed with “Show All” enabled, the ended version was selected and re‑opened, and then finalised so it returned to the active editable template list. For the Pearson Survey Report the missing CPRO (CertPRO) entry was confirmed as ended in OASIS; because the report UI only listed un‑ended qualifications the requester was supplied with the raw Pearson/Voucher (PV) survey feedback data for the requested date range (1 Aug 2024 to 1 Aug 2025). It was also advised that selection of ended qualifications would require either re‑opening the qualification in OASIS or changing the report to include ended qualifications.

Technicians observed multiple distinct failure modes and recorded remedies tied to the observed symptom. When the application launched but could not reach backend services, support verified whether the Ivanti VPN client was fully authenticated because the client sometimes showed as connected while the session was not established; re-establishing the VPN session restored backend connectivity in those incidents. For cases where the app reached login but never fully loaded and then crashed, IT noted that OASIS server logs sometimes showed no incoming requests from the affected workstation — this absence of log entries was used as a diagnostic indicator that the client had not reached backend services. Network-related restores included workstation reboots, home‑router reboots, testing via wired Ethernet or mobile tether/hotspot, and switching to an alternate network path; ticket notes indicated one of those network tests resolved the outage when home Wi‑Fi was weak after a move. When the desktop shortcut produced a 'problem with shortcut' error or was missing, recreating the shortcut in the user profile or launching the installed executable directly allowed the application to open and proceed to login. In a few incidents a known temporary password reset was applied as part of access recovery. A reported CLR error ('Exception has been thrown by the target of an invocation') prompted verification and reconnection of Ivanti Pulse; that ticket closed without a confirmed final resolution. Overall restores were attributed to re-establishing a fully authenticated VPN session, rebooting workstation or network equipment, recreating or launching from the executable when shortcuts were broken, and switching to a more reliable network path (wired or tether) for home connectivity issues; absence of hits in OASIS logs was recorded as evidence that the client had not reached backend services in some cases.

The exemption rules and registration mappings were reviewed with Academic Quality and stakeholders. An audit identified student records affected by legacy PPP/TFSW pass dates and by incorrect DipFA registration/exemption mappings. System configuration and mapping in Oasis/RRMP were corrected so PPP/TFSW passes dated before 31‑Oct‑2004 were no longer treated as exemptions toward CeMAP 2, and the Oasis Enquiry screen and DipFA registration module subject-mapping and exemption logic were fixed to prevent incorrect DipFA exemption assignments. Affected CeMAP and DipFA student records were re-evaluated and updated so required components reflected the corrected exemption and registration rules.

The issue was resolved by running a single Oracle SQL query that parsed the JSON payload stored in import_table.import_data with JSON_TABLE to extract candidate identifiers, then joined those identifiers to the LIBF qualification_reg table to retrieve CDCS recertification records. The query used an aggregation/analytic approach (MAX date or ROW_NUMBER() OVER (PARTITION BY ... ORDER BY award/expiry date DESC)) to select the most recent recertification per person and returned key fields (candidate id, name, qualification code, latest expiry). The result set was exported as CSV for downstream use, eliminating the need for manual per‑record lookups.

The DN0022 report output was reformatted so monetary fields no longer included comma thousands separators and numeric values were emitted without commas. The name formatting was corrected to insert a space between forename and surname. The revised report output was validated and the requester was notified of the corrected export.

Afrodet was contacted to create new product codes for the unitised Certificate in International Trade Finance (CITF). Once Afrodet supplied the codes, the unitised CITF qualification was created in Oasis and the provided fees were applied (registration £730, resits £275). Separately, a paid specimen paper for the Certificate in International Trade Finance was created and registered in Oasis as the membership type 'CITRSP' and priced at £33. The online registration form was amended to allow purchase of the specimen paper and the item was assigned to the same Brightspace course site used for existing paid specimen papers. Changes involved Oasis, the external product-code provider (where applicable), Brightspace and the registration/payment system; tasks were completed with no errors reported.

Received supplied PNG/JPG signature image files for the named signers. Signature images were uploaded into OASIS (example: an image upload on 2025-09-23) and certificate templates were updated to reference the new signature images; templates were verified to display correctly. A Chairman’s signature file supplied by Clare Williams was applied to the Chairman template (update completed by Neil on 2025-10-02). An escalation contact path (Pete/Sean) was provided for further template issues.

Design provided the missing Walbrook logo and an onlinedegree letterhead image; these were added to LetterWriter Insert/Macros so templates could use them. The customerservices@libf.ac.uk address was added to the Letter Request screen so it could be selected as a sender. Separately, a recertification email address was added to users' "Send from" options in LetterWriter (the address was added at the user account level by an administrator). Users were advised to close and re-open the Letter Request screen or OASIS to refresh the UI if the options did not appear immediately. Support also offered to create letterhead variants with alternate contact details and to update templates for smarter behaviour.

Developer updated the screen logic so the 'bulk wholly comprises' field defaulted to 'RIA' on screen load. The change was deployed out-of-hours to production by the operations/deployment engineer and the fix was confirmed in live environment.

Investigations identified four distinct root causes for runs that completed without errors but yielded no data or no notification. First, some ROBLW data‑pulls legitimately returned no data when the requested subject records contained insufficient recorded activity (for example, an inspected case on NGODDEN/NGODDEN2 had only seven days of work); this behavior matched expected output for that input and produced no system errors. Second, missing report notification emails were traced to incorrect email addresses on user profiles (one example used the libf.ac.uk domain); correcting the profile email in the user profile/mail system and re‑running the report restored notification delivery. Third, transient faults in the reporting/email delivery process caused no email delivery or duplicate emails; helpdesk applied a fix to the reporting/email delivery process and users were asked to re-run the report to verify delivery. Fourth, certain OASIS run jobs lacked an input parameter for selecting which subset to pull: BJ0181 did not allow entry of a qualification code, preventing targeted runs; BJ0181 was updated to accept a qualification code (examples: CertBB, CeRER, CITF), the change was deployed, and users confirmed reports now ran and delivered notifications for the selected qualification. No system faults or error codes were associated with these causes.

Support confirmed the Certificates Log could not maintain two concurrent number runs under the same prefix. A new certificate log prefix/run was created starting at 00015501 to match the new branded stationery. The already-printed ~30 certificates were recorded using the new run and the user kept a manual written record of the printed numbers until they were entered into the new run.

Explained that OASIS stores grid column widths and window size settings locally on the workstation; after reconfiguring/expanding the window and column widths on the new laptop OASIS subsequently remembered those sizes between sessions. The non-functional Ctrl+Shift+F1 shortcut was resolved by restoring standard F‑key behaviour on the laptop (Fn‑lock / BIOS/keyboard setting) so F1 could be used without holding Fn. The missing Chrome 'stay signed in' behaviour was addressed by allowing the relevant cookies (including third‑party signin cookies) so session persistence returned.

A validated workaround ('double drop') was applied: users dragged the Outlook email to the desktop first (creating a .msg file) and then dragged that .msg file into the CPD Audit Evidence tab. This method successfully uploaded the email and did not crash OASIS. Upload attempts via the Add button continued to trigger crashes, so the double‑drop approach was used as the reliable workaround while the underlying drag/drop failure remained.

Support resolved two distinct causes of missing specimen items. For cases where navigation between resit registration and Learning Support produced invalid mixed/partial orders, support separated the mixed order into correct line items, re-linked purchased specimen papers to the student learning account, restored CeMAP specimen entitlements, and reconciled OASIS payment allocations; the behaviour was identified as an application bug and logged for development. For cases caused by incorrect configuration of new specimen papers in the OASIS–Brightspace integration, the integration setup for the affected specimen bundle was corrected, access and Brightspace enrollment were restored for the student, and the fix was applied or documented for other affected accounts. Affected systems noted during triage included OASIS, Brightspace, CeMAP, LIBF student account management and CDCS specimen bundles.

The operations team cleared the stuck sessions from the session store and verified that affected users regained access to OASIS. The incident was attributed to sessions left in an inconsistent state after the update and was resolved by flushing the stale sessions and confirming normal login behaviour.

Support located the missing CAR... file on the jobserver Text folder, confirmed the previous-day transfer had failed, and re-sent/pushed the CAR file to the partner. The re-sent file was provided to the partner contact for reconciliation.

Support stopped unwanted automated OASIS mailings either by disabling or archiving the report in the reporting system and removing the user's subscription, or by removing/clearing the email address on the OASIS user record to suppress automated messages to that address. Specifically, the SA3861 weekly report was archived and the SA3933 daily financial-transactions subscription for the named user was removed (change confirmed by helpdesk). In a separate case, the email address on OASIS record L39913 was removed/cleared to prevent further automated system emails being delivered. Systems involved included OASIS and MyLIBF; staff sometimes queried whether alternatives to clearing the email field existed.

Support inspected the locked history entry, confirmed it was protected from direct production, exported/created a copy of the requested SIGNUPWB email as a PDF, and provided/attached that PDF to the requester for use as evidence.

The MI team took ownership and produced the requested dataset after the requester submitted a formal ITR via OASIS that specified the exact fields and selection criteria required. The requester was given examples of useful fields to include (contact numbers, qualification details, and any precise inclusion/exclusion criteria). Once the ITR defined the required output, MI generated and returned the report rather than relying on the original ambiguous export.

The incident was resolved by adding the missing Return Site record(s) in MOSAS and mapping the affected inventory item to a valid site, then re-synchronising MOSAS stock data with OASIS so the Return Site dropdown populated. After the sync the previously blocked cancellations completed successfully.

It was confirmed that OASIS and the supporting registration tools did not provide an automated bulk-import method to create membership/subscription records from a spreadsheet. As a result, staff manually entered each membership into OASIS; in the reported case 75 Chartered upgrades were keyed individually. The Combined Reg system retained the ability to add multiple memberships to one contact (non‑spreadsheet), and the Bulk Reg system continued to be used for bulk contact creation only.