AHA E-Cards troubleshooting
Retrieve Cards from the Following Bucket
- TC Bucket: Must be a TC Admin in enrollware and TC admin at the AHA to trigger
- TS Bucket: TC Admin or TS Admin and the user's TS needs to be the current TS to trigger
- Instructor Bucket: The logged-in user needs to be the instructor of the class
Assignment Error - Discipline not aligned to this instructor Id.
This error indicates that the AHA does not see the instructor being associated with the discipline of the class (not a BLS instructor for instance). Please make sure the instructor ID is correct in Enrollware. Double-check the card type.
We heard back from the AHA regarding the "Discipline Error". They were able to verify when that error is encountered, the Instructor is not properly aligned with the Discipline in the Atlas system. They advised the Instructor or Admin log into Atlas and make the alignment with the appropriate discipline. Atlas will then sync the information with the eCard system. We have heard this "syncing" sometimes take a variable amount of time, an hour or a day.
if this doesn't resolve it please contact the AHA help desk and ask to verify your alignment within ATLAS
Then, whoever is issuing the eCards should Reset their API Key and try to issue the cards again.
Assignment Error - Student assignment failed
A duplicate registrant will throw that error- name,last, email. Double check your roster.
Assignment Error- Instructor Candidates/Renewals ecards cannot be assigned from ecard location inventory.
this is the new Atlas rule where brand new or expired certs have to be issued from Atlas
As per the new compliance rule, any student(new instructor or existing instructor if existing ecard expired) must get an instructor ecard from atlas to get aligned with the TC. It was the other way when Instructor network existed.
New Instructor or Existing instructor without an active(expired) ecard:
- TCC/Faculty must assign ecard from Atlas application.
Renew existing ecard before expiration/renewal date:
- Since replacement/another instructor ecard is going to be issued before renewal date of existing ecard , ecard system does allow assignments from Enrollware or from ecard system itself, since alignment does exist in ecard system.
FYI – Active instructor alignment gets removed in Atlas and ecards when the instructor ecard gets expired. This is what might have happened with this student.
Assignment Error - Please provide a valid Instructor ID.
Check to see if the instructor's ID is correct and is not missing any numbers
Inventory Error - Invalid Requestor Key
This error indicates that the user does not have a valid AHA eCard Key on their My Account page. Generate a new key, and update the setting in the My Account page. Reset their API Key
Inventory Error - No locations aligned for the user
In order to issue cards from a location's inventory, the user must be a TS admin in Enrollware and an admin at the AHA. This error indicates that the AHA servers do not recognize the Enrollware user as a location admin for the configured TC/location.
Check the following to be sure they are correct:
- In Site Settings, the Training Center ID is present
- In Site Settings (or the TS settings page) the TS ID is there
If neither of those resolves the issue, have the user retrieve a new AHA eCard key in their my account page. Reset their API Key
If the issue continues, the user needs to contact their training center admin and make sure the user is configured as an admin at the AHA. Sometimes a user will have two profiles at the AHA and this is the cause of the issue.
As a last resort, contact the AHA help desk.
"No instructor candidate found with student email address."-
The student's email in the class (actually the instructor who's going to get a card) doesn't match an instructor that is aligned with you at the AHA. The emails must match as that is the only thing the AHA uses to determine which instructor you're referring to.
Keep in mind that when comparing email addresses, it's the email of the student in the Instructor class in Enrollware that's significant, not the email in their user record. We've seen a difference there sometimes.
If this is correct verify the card type for the class matches as well.
0 cards in inventory for a training site that has a TS location
Redo the API key in your my account-- usually works. Reset their API Key