Remove learner from certification?

[Kodiak100]

Why can't we remove a learner from a certification assignment? 

A learner was incorrectly assigned to a certification program in our instance of Prime. We are unable to remove the assignment. When we try to do so, we see an error message and then our browser (IE11) locks up. The status of the learner's assignment shows that they have not started the certification program so I think it should be practical to remove the certification assignment.

I’ve recorded my attempt to do so, which includes the error message.

How can we remove this incorrectly assigned certification? Should we be able to do so?

[Jesse Novak]

HI Kodiak100,

I've alerted our support and engineering teams to look at this issue for you.  You are correct if the learner hasn't started the Certification you should be able to remove them.  I made sure to include a link to this thread.  I suggest reaching out to customer support and they will help you correct the issue while we look into this.

Sorry for the inconvenience,

Jesse Novak

Adobe Product Evangelist

[Kodiak100]

Thanks!

How are we supposed to reach out to customer support? I don't recall anyone sharing that info with me when I originally signed up... maybe it is in the contract which has been carefully filed away with accounting, never to be seen again...

Pete 🙂

[Jesse Novak]

Hi Pete,

If you scroll to the bottom of the Admin page inside of Prime there is a link there that says "Support", that link will take you to the link below where you will select your product "Captivate Prime" >  Select "How-to's and troubleshooting" > select "Still need help? Contract us".  This will require a sign in to AdobeID and should then allow you to contact phone support 24/7 or online chat support 24/5. 

Contact Customer Care

Here is another link which may interest you about Captivate Prime:

Learning resources, help manuals and FAQs

Hopefully this helps!

Jesse