AVAILABILITY: Available to Activate and Perform clients. Click here to upgrade.
Please note: This feature is currently in Beta, so you may notice ongoing updates and improvements.
Q: Why can’t I reorder courses in a Playlist?
A: In the beta release, courses are displayed in the order they are added. To change the order, remove and re-add courses in the desired sequence.
Q: I published my Playlist but now need to make major changes - can I revert it to Draft?
A: No. Once a Playlist is published (Active), it cannot be moved back to Draft. You can still edit the Playlist name, internal name, and settings, but course changes are blocked once it is Active.
If you need a different set of courses, duplicate the Playlist and make your changes to the copy before publishing.
Q: I archived a Playlist by mistake - can I reactivate it?
A: No. Archiving is one-way - once a Playlist is archived, it cannot be moved back to Active. If you need to use it again, you can duplicate the archived Playlist and publish the copy instead of rebuilding from scratch.
Q: I can’t find a course when adding it to a Playlist - why?
A: Check that:
You’re searching with at least three characters
The course is available to your organisation (through course category settings)
The course if available to your “Available To” configuration for department/sub-organisation
The course hasn’t been removed from your organisation’s catalogue
Q: Can I add modules to Playlists?
A: No. Playlists are designed to include full courses only. Modules can still be delivered to learners as part of those courses, but only complete courses can be added directly to a Playlist.
Q: I tried to assign a Playlist to a learner but it’s not showing in the list - why?
A: Playlists will only be able to be assigned to a learner if:
They are in Active status (not Draft or Archived)
The learner does not already have the Playlist in progress (The Playlist will appear in the list, but will fail upon attempting to assign the Playlist to the learner)
The learner may not belong to the organisation or department/sub-organisation selected in the Playlist’s “Available To” scope.
Q: Can learners see the Playlist name or description?
A: No. Learners will only see the individual courses from a Playlist on their My Training page. If Playlist email notifications are enabled for your organisation, learners will see the playlist name and receive a Playlist Started email when their courses are enrolled, and a Playlist Completed email when they finish all courses in the Playlist. Individual course enrolment emails are suppressed for courses enrolled via a Playlist.
Q: I assigned a Playlist but the learner hasn’t received their assignment emails yet.
A: If Playlist email notifications are enabled for your organisation, the Playlist Started email is sent when the learner's first course enrolment is processed, not at the point of assignment - so there may be a short delay. If the learner still hasn't received it, check with your CSM that Playlist notifications are configured for your organisation. Note that individual course enrolment emails are suppressed for courses enrolled via a Playlist.
Q: I've assigned a Playlist to a learner, why can't the learner see the course yet?
A: Playlist assignment triggers an enrolment process that runs in the background. In most cases, enrolments are processed almost instantly, but if the system is handling a high volume of activity, there may be a short delay of a few minutes before the learner sees the courses on their My Training page. This delay should typically go unnoticed to administrators.
Q: Can two Playlists include the same course?
A: Yes. There’s no limitation on adding the same course to multiple Playlists. If a learner is assigned to two Playlists that both contain the same course, the system will recognise this and will not create a duplicate enrolment while they’re in progress. The learner will continue with their existing enrolment for that course and completion of that course will impact the progress of both playlists.
Q: Why can’t I see the Course Enrol bulk admin job for automated Playlist assignments on user creation?
A: Playlist assignment jobs run on a hidden system queue, so they won’t appear in the standard Bulk Admin Jobs list. These jobs are still processing in the background, and you’ll see the learner’s training update once the enrolments are complete.
Q: Can I edit the organisation availability for an already Active Playlist?
No. Once a Playlist is Active, its organisation availability (“Available To”) cannot be changed. If you need to make the Playlist available to a more specific scope (e.g. a single department or sub-organisation), you’ll need to:
Archive the existing Playlist, and
Create a new one using the Duplicate action, then set the narrower organisation selection before publishing.
Q: What happens to a learner's in-progress assignment when I archive a Playlist? New
A: When a Playlist is archived, all submitted or In Progress assignments for that Playlist are automatically cancelled. Completed assignments are not affected. Learners will not be able to continue progressing through a cancelled assignment.
Q: Can I assign the same Playlist to a learner more than once? New
A: Yes, but only once their current assignment has a status of Completed or Cancelled. You cannot reassign a Playlist to a learner while they have an In Progress assignment for it.
Q: A learner has a course showing as "Failed Enrolment" in their Playlist — what do I do? New
A: A course enrolment is considered failed if it has been in a submitted state for more than 12 hours, which usually means a pre-requisite check failed for the enrolment. You can retry failed enrolments from the Course Progress Modal in the Manage Users area - navigate to the learner's Playlists, click the progress indicator on the affected In Progress Playlist, and use the Retry or Retry All buttons to resubmit. You can also use the Failed Course Enrolments filter in the Playlist Report to identify all affected learners across your organisation.
Q: Can I cancel a specific learner's Playlist assignment? New
A: Yes. From the Playlist Report, use the status dropdown on the relevant assignment row to change it from In Progress to Cancelled. A confirmation modal will appear before the change is applied. This is also available from the Learner Playlists view in Manage Users. Note that Cancelled is an end status, it cannot be changed once applied, but the learner can be assigned the same Playlist again once cancelled.
Q: Do learners need to complete courses in a Playlist in a specific order? New
A: No. All courses in a Playlist are made available to the learner at the same time. There is no enforced order and learners can start whichever course they like first.
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