Knowledge Base

Problem

A user completes a training course (e.g., FaceReader Onboarding) to 100% completion but cannot access or download a certificate.

Details

Affects users who complete onboarding training modules on the Noldus learning platform. In known cases, the certificate is unavailable because additional required module content (e.g., Project Analysis) has not yet been published, meaning the module is not fully finalized on the backend despite showing 100% progress.

Solution

1. Confirm the user has reached 100% completion in the training module.
2. Check with the website/content team whether the module is fully published and certificate-eligible.
3. If the module is incomplete on the content side, inform the user that the certificate will be issued once remaining content is added.
4. Provide the user's email to the content team so they can be notified when the certificate becomes available.
5. Follow up with the user once the content is published and the certificate is accessible.