University of California, Riverside

UC Learning Center Support



Frequently Asked Questions


For information on common tasks, be sure to review the user guides for learners, managers, and instructors under the Getting Started section.

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General
Access
eCoures

Registration, Cancellation, & Payment
Roles & Permissions
Technical


General

What is a UCR NetID and why do I need one?

UCR NetID is a unique ID available for all UCR Faculty, Staff, Students, and Affiliates. Once a UCR NetID is assigned to you, you can access relevant UCR applications including the UC Learning Center.

For volunteers and visitor please see the Volunteers & Visitors page under Access.

Why is my email address listed as NoEmail@ucop.com?

If you are a University Extension Student (UNEX), your email will not be listed in the UC Learning Center.

If you are strictly an employee your email address will be whatever is listed as the delivery address in the Enterprise Directory system.

If you are a student employee, there may be a delay in populating this data into the system. When student employees are hired their email addresses can take several days to populate into the UC Learning Center. Your student email address is matched to your employee records via your Social Security Number (SSN). If it has been more than a week since your start date and your email address is still not visible in the Learning Center (on your transcript for example), it could be that your SSN in the payroll system does not match the SSN on record for you in the student information system. Please visit your hiring department's payroll representative and the Registrar's Office  to verify that they have the correct SSN on file for you. Once the correct number is on file in both systems it may take up to 48 hours to update into the Learning Center.

If after corrections are made you cannot log in within 2 days, or if no corrections are needed, please contact the ITS Helpdesk (bearhelp@ucr.edu) and request they have their Identity Management team investigate why your NetID is not connecting you to your profile in the UC Learning Center.

Where are my training records?

For training you have completed through the UC Learning Center, you will find them in your transcript. For specific instructions on accessing your transcript please review the Learner Guide information under the Getting Started page.

If you are a former campus affiliate who has since been hired in payroll, you may have duplicate profiles in the system. We will need to merge your records under your employee profile. Please email ucrlearning@ucr.edu.

Students: If you are a recently hired employee or volunteer and are missing records on your transcript, this is most likely due to duplicate profiles in the system. We will need to merge your records under your employee profile. Please email ucrlearning@ucr.edu.

My safety training records are not showing in LHAT?

LHAT is a separate system from the UC Learning Center that receives a nightly data feed from the UC Learning Center. If you just completed training today you should be able to see it in LHAT tomorrow or the next business day.

LHAT can experience difficulty matching records for nonemployees from the UC Learning Center. If you are not active in payroll and your transcript in the UC Learning Center does not show up in LHAT after your PI has added you to their lab, please forward a copy of your transcript to the UC Risk Management Help Desk and ask if they can help update your records in LHAT.

Access

Why can’t I access the UC Learning Center?

All UCR employees are automatically in the UC Learning Center within two business days of being made active in payroll with a Social Security Number, or their start date, whichever is later. However, if you are a student who will not be, and has never been, active in payroll or a Campus Affiliate, and you have never accessed the UC Learning Center, you will first need to use the Affiliate Access Tool to push a profile into the system. After using this tool you will be able to log-in directly to the UC Learning Center on subsequent visits.

I am a new employee – when I try to log in the system cannot locate my user account?

New employees become active in the UC Learning Center within two business days of their start date or the date they are made active in payroll, with a a Social Security Number, whichever is later. For students, their SSNs must also be the same in Banner and payroll.

Also, nonstudent employees will need to be active in Enterprise Directory for at least one business day before their NetID will provide access to the UC Learning Center.

I don’t remember my UCR NetID – what do I do?

To look up your UCR NetID select the appropriate option below:

I don’t remember my password – what do I do?

For instructions on how to reset the password associated with your UCR NetID, select the appropriate option below:

When I try to log in the system tells me my account is deactivated?

This is usually an indication that you are a former student employee who has been separated in payroll. If you were previously employed by UCR, or were paid for a work-study appointment through the Financial Aid office, your profile in the Learning Center was disabled when you were separated in payroll. Please email ucrlearning@ucr.edu to have your profile reactivated. Please include the following information in your email:

  1. Your UCR NetID
  2. Your current role on campus, e.g., undergraduate or graduate student
  3. Your major
  4. If you are currently employed on campus (or soon will be) as an paid employee or unpaid volunteer
  5. Why you need access to the UC Learning Center

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eCourses

Why is my online course not launching?

For online activities to launch, pop-up blockers must be disabled. For instructions on disabling pop-up blockers, refer to the list of Tips for Successful eCourse Completion on the Getting Started Page.

What can I do to help ensure the system records my quiz results or course completion?

Review our online list of Tips for Successful eCourse Completion to ensure you are using a compatible browser and settings.

When I launch an eCourse the screen is blank or missing information but I can hear a narrator?

This issue is most likely due to Flash being disabled in your web browser settings and/or not updated to the most current version. Even if you have enabled Flash in the past, new browser updates may disable it. See Tips for Successful eCourse Completion on the Getting Started Page.

How can I retake an eCourse?

For certain online courses, you will need to click Start and then choose Retake when prompted to choose between Review and Retake. If you choose Review the system will not record any progress or completions. In the case the UC Sexual Violence and Sexual Harassment Prevention courses, you will need to choose Restart inside the course itself to record a new completion.

For other online courses, you may first need to register before you will be able to start the course. In order to record a new completion, you may still need to choose "Retake" after starting the course. If you need to register for an assigned activity, click on the course name, then find the register button on the next page.

A School of Medicine eCourse is not showing as completed, what can I do?

In order to complete the School of Medicine (SOM) eCourses the following are required:

  1. View every slide. To do this use the next or forward button near the bottom of the screen. Using the left hand table of contents menu to navigate through the course will skip some slides. Additionally, clicking through too quickly may cause the course to mark slides as unread.
  2. Answer every quiz or test question. If slides were skipped, quiz questions may be missed as well.
  3. Agree to any acknowledgement of policies.
  4. Click "Exit" to leave the course. Closing the browser window directly may prevent the course from reporting progress back to the system. Click exit and wait for the course to indicate it is okay to close the window.
  5. Respond to any pop-up windows upon exit. For certain eCourses, learners must respond to the pop-up window at the end of the course. If the pop-up is missed or if the web browser blocked the pop-up this would prevent the course from recording a completion. If you think you may have missed or incorrectly responded to this pop-up, you should be able to relaunch the course and exit again to respond to the pop-up.

Tip: Review our online list of Tips for Successful eCourse Completion to ensure you are using a compatible browser and settings, such as disabling pop-up blockers.

Please note, recently the SOM changed its certification policy for its compliance eCourses. Learners are now required to retake all three eCourses on an annual basis. See the question above on how to retake an eCourse.

I cannot advance in the Cyber Security Awareness Training?

This course is JavaScript dependent. If you are using Internet Explorer, you may need to add https://uc.sumtotalsystems.com as a trusted site under Tools>Internet Options>Security>Trusted Sites>Sites.

If you are not using Internet Explorer, please review our list of Tips for Successful eCourse Completion. You may need to reach out to your local desktop support team for assistance.

I finished Cyber Security Awareness Training, why does it still show as in-progress?

It is most likely you may have missed a checkbox in the course. On the last slide of the last module there is a check box at the bottom of that page, which you need to scroll down to see. The course will not be marked complete until that box is checked. Please return to the course, if you missed the box the course should return you to this page, and ensure this box is checked. If it was missed this should update your attendance in the course.

I finished retaking UC Sexual Violence & Sexual Harassment Prevention Training but the system is not showing the completion. How can I fix this?

When you started the course, the UC Learning Center should have presented you with a pop-up window that asked if you were Reviewing or Restarting the activity before the course fully launched. Then once you were in the course it also required you to choose between Review and Retake. You had to choose Restart/Retake both times to record a new completion. It appears you may have missed the first pop-up window but selected Retake in the course itself.

Please do the following to correct this:

  1. Log into the UC Learning Center
  2. Go to Assigned Activities
  3. Start the course
  4. Click Restart in the first pop-up window (you should not yet be in the course itself)
  5. Inside the course choose Review to go in under your newest completion
  6. Click Exit in the course menu and wait for it to indicate it is okay to close the browser window before doing so

After doing this you should receive a completion notification and see the new completion date and updated certificate expiration date in the UC Learning Center when you look at assigned activities.

I'm unable to complete the Lab Safety Refresher as I'm stuck at question 7.4 Lab Coats?

This course cannot currently be completed on a Mac and requires that Flash be updated and enabled in any web browser you may be using on a PC. Some PC users also experience difficulty with this question in Chrome which may be related to recent changes to how Chrome handles Flash. If you cannot move past this question in either Internet Explorer or Firefox (following the list of Tips for Successful eCourse Completion), please email UCRLearning@ucr.edu. The Environmental Health & Safety training team is currently investigating the issue for a long-term solution.

NOTE: If you run into issues with this question but are able to complete the course in a different browser, please be sure to save a screenshot of the last slide or completion page of the course. Due to incorrect answers being counted against your final score, several incorrect submissions may result in a failing score. However, if you can show that you reached the end of the course the LMS team should be able to provide a manual update to your attendance once provided with the screenshot of your attempt.

Registration, Cancellation, & Payment

I cannot register for lab safety or radiation safety training?

If you have recently used the UC Affiliate Access tool to create a profile in the system you will not have immediate access to all training activities until your profile is fully active in the system. It normally takes newly created profiles up to 2 days before being fully active, though most people have access within 1 day. If you need immediate access to either of these activities, please email ucrlearning@ucr.edu.

When I try to register for a class I get a message that indicates registration is blocked?

A. When attempting to register for a classroom-based course, if you get a message from the system that tells you that registration is blocked, it indicates one of two things: (1)  that there are no available offerings or classes currently scheduled in which you might register, or (2) you have not met a prerequisite for the course. Click on the Registration Blocked message to open up additional information to see which is the case.

When will a charge be processed if there is a fee for a learning activity?

We are not currently offering a recharge process from withing the UC Learning Center. If you received an email regarding a No Show Fee, recharges are manually processed on a quarterly basis once an FAU is received by the training owner.

Roles and Permissions

Why don’t I see all my direct reports within my manager access?

The connection between an employee and supervisor is established through the Enterprise Directory — your Enterprise Directory Administrator can update records so your list of direct reports will be accurate. Please note, student employees are not included in Enterprise Directory.

As a manager can I view the direct reports of my direct reports?

At this time you can only view your direct reports. Individuals who need to view people beyond their direct reports (either at the department, division, or organizational unit level) will be able to request the Learning Coordinator role from the UC Learning Center Team

For more information on the roles in the UC Learning Center, please go to the Roles section.

Technical

Is there a way to improve my screen reader experience?

Yes, we can change a setting on your profile to make the UC Learning Center site more compatible with screen readers. Please email ucrlearning@ucr.edu if you would like this setting changed. Please note, it will only apply to the UC Learning Center site but not to online course content.

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More Information 

General Campus Information

University of California, Riverside
900 University Ave.
Riverside, CA 92521
Tel: (951) 827-1012

Department Information

Computing & Communications
Computing & Communications Bldg

Tel: (951) 827-3555
Fax: (951) 827-4541
E-mail: helpdesk@ucr.edu

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