Document Template Issues

1 Why is my sign-in sheet not populating correctly?
2 How do I know which merge fields I can use?
3 Why isn't the 'Course Label' pulling through on the certificate.
4 Certificate button is not showing on ‘My Awards’
5 Sign-in sheet/ Register isn't generating correctly in Word format or is duplicating
6 Documents fail to open as PDF attachments
7 Certificate Link isn't generating certificate in an email
8 Certificate Number not generating
9 Names not pulling through on Certificate with Capital Letters

If you’re experiencing problems when managing Document Templates, you’re in the right place! This guide walks you through the most common Document Template-related issues and questions and how to resolve them!

Why is my sign-in sheet not populating correctly?

Related help guide page:

Document Template Merge Fields and Glossary

Generate a Course sign-in sheet

Create and send Certificates out via email

Generate a Course Register

If you find that you are not able to populate your Document Template, please check the following:

Does the original Document include the correct Merge Fields?

Check that the Merge Field has been inserted as a Merge Field within your Word Document

Please Note
When adding Merge Fields to a Document Template from this glossary, it's recommended that you type these in manually, to save any accidental spaces from being copied as well. If you require support with adding Merge Fields to a Word Document, please feel free to call the Support Team on 01524 389 841, or raising a request via our Customer Portal.

DO NOT include special characters in the file name of a Document Template, names should only be alphanumeric, if a file name contains a symbol, the template will break

Highlight the Merge Field, right-click and see if there is an ‘Edit Merge Field’ option in the menu.
If there isn't a ‘Edit Merge Field’ option, go to step 3
Click into your document where you would like to place the Merge Field
Open the ‘Insert' menu in Microsoft Word and view the 'Quick Parts’ options

Please Note!

If you are using a Mac you will go to Insert > Field

Click the ‘field’ option from the drop down to open the ‘Field’ pop-up window

From the ‘Field names:' list scroll down and select the 'MergeField’ option
Go to Document Template Merge Fields and Glossary and find the Merge Field you require

Paste the merge field label into the ‘Field name:’ textbox

Please Note!
It is possible to insert upper case fields if preferred.

Typical use cases for this are fields such as Delegate names on sign in sheets and registers where information needs to be filled in in block capitals.

Click the OK button to add your Merge Field into your document

Has the Document Template been saved at the Course Template Level?

Open your ‘Course Templates’ DataGrid from your main menu on the left
Find the Course Template that your Document Template should be assigned to by applying filters and/or searching the Course Templates DataGrid
Right-click on this Course Template in the DataGrid, this will show you the context menu options for this Course Template and click on the 'Edit' option
Scroll down to the ‘Document Templates’ section on the page
Check to see if the Sign-in sheet, Register or Certificate has been added to the Course Template
If these are empty, Use the ‘Select’ button on the next to the corresponding field to assign your Document Template to your Course Template
Click ‘Save’ at the top of the page to apply your changes

Does the attachment on the Workflow match the attachment on the Course Template?

In order for Document Templates to generate correctly through a Workflow, the correct document need to be attached to the Course Template

Navigate to your Workflow Actions and check the attachment against the action matches the same attachment on the Course Template

If it doesn't, update the attachment in the Workflow action or follow the ‘Has the Document Template been saved at the Course Template Level?' steps above and try again

How do I know which merge fields I can use?

Related help guide page:

Document Template Merge Fields and Glossary

Product Suggestion Portal

You can find a list of available Document Template merge fields in the Merge Field Glossary. If the merge field you want is not currently available, you can submit a suggestion via our Product Suggestion Portal, and it will be reviewed by our team.

Why isn't the 'Course Label' pulling through on the certificate.

Related help guide page:

Document Templates Overview

If you find that the Course Label isn’t pulling through to your Certificate correctly, please check the following:

Does the Training Provider match the ‘Account Name' listed on the Document Template?

Always check that the Training Provider matches the Account Name listed on the Document Template. If the Training Provider is different to the Account name, this will not pull through.

Navigate to the Course in the Course DataGrid and check the Training Provider:

Navigate to the Document Template in the Document Template DataGrid and check the Training Provider:

If they don't match, you will need to add a new Document Template and ensure that the Training Provider matches the same one against the Course.

Certificate button is not showing on ‘My Awards’

Related help guide page:

Bulk Edit information

Generate a Certificate for a Delegate

Learners Portal

If you find that the Certificate button is not showing on ‘My Awards’, please check the following:

The Certificate button isn’t showing on the ‘My awards’ tab on the Learner Portal

In order for the Certificate button to appear in the ‘My Awards’ section in the Learner Portal, an Admin must do the following steps first:

Go to Users and search for the User.
Right-click and select Courses from the context menu.
Right-click and ‘edit’ the Course you want to issue the certificate for.
Click the blue Actions button in the top right hand corner and then ‘Generate Documents’.
Select the relevant Certificates from the Document Template list.
Select the Output Format as PDF and Generation Type as Issue to Delegate’s Learner Portal.
Click the green ‘Generate’ button.

If only some awards on the portal are showing the ‘Certificate’ button, then these will be the only ones that have been issued, as issuing certificates to the Portal on accessplanit is a manual process.

It can also be completed in bulk if you have a lot of Users to issue Certificates to at the same time. To do this:

Go to the Course,
Right-click and select ‘Delegates’ from the context menu,
Select all the delegates using the mass selection option
Use the mass action drop down arrow and select ‘Generate Documents’ from there.

When the Delegate has completed their Course and the User Award is set to ‘Completed’, this Award will show in the Portal

Sign-in sheet/ Register isn't generating correctly in Word format or is duplicating

Related help guide page:

Document Template Merge Fields and Glossary | Multiple Delegate Merge Field Formatting

If you find that your Sign-In sheet/ Register is not generating correctly, please check the following:

Sign-In sheet/Register looks like when generating:

Is the Document Template assigned to the Course Template?

Open your ‘Course Templates’ DataGrid from your main menu on the left
Find the Course Template that your Document Template should be assigned to by applying filters and/or searching the Course Templates DataGrid
Right-click on this Course Template in the DataGrid, this will show you the context menu options for this Course Template and click on the 'Edit' option
Scroll down to the ‘Document Templates’ section on the page
Check to see if the Sign-in sheet, Register or Certificate has been added to the Course Template
If these are empty, Use the ‘Select’ button on the next to the corresponding field to assign your Document Template to your Course Template
Click ‘Save’ at the top of the page to apply your changes
Generate the Document again

Sign-In sheet/Register looks like this when generating:

Is the Document Template using consecutive numbers?

If you are creating a Sign-In Sheet or Register, you need to ensure that you put a number at the end of the Field Name. If you don't add this in, the first field will repeat itself down the list.

This can be used across a number of Merge Fields, here are some examples below:
candidate_name:1

candidate_name:2

candidate_name:3

Top Tip!
A quick way to edit multiple Merge Fields is to press ALT+F9 to set the fields to ‘advanced' mode. You can then amend each number within the fields, press ALT+F9 again, right click on each field and update field, this will amend them all quickly for you instead of having to add each one manually.

Is the Document Template pulling through the correct ‘Details Used’

Navigate to the Document Template through the Document Template DataGrid
Right-click the Document Template and select ‘Edit’ from the context menu
Scroll down until you see the ‘Details Used’ drop down and check that it is pulling from the correct place i.e Delegate
Click the 'Save & Close button

Please Note

If you are still experiencing issues when generating the Sign-In sheet/Register then please reach out to the Customer Support Team who will be able to check your Platform settings

Documents fail to open as PDF attachments

Related help guide page:

Document Templates Overview

If you find that your Document opening as a PDF, please check the following:

Document is not opening as a PDF

Copy the contents of the document over to a fresh Word document and save
Re-uploaded the new document as a Document Template
The PDF generation should now work and Merge Fields should also now populate

Please Note

If the above steps haven’t worked, and the Word file being used has been converted in the past (for example from an .odt to a .doc file) there could be elements within the Word file that aren’t suitable or compatible, causing the file not to load properly as a PDF. Please reach out to the Customer Support Team for further support

Certificate Link isn't generating certificate in an email

Related help guide page:

Email Template Merge Field Glossary & Quick Links | 🔗 Quick Links

If you find that your Certificate link is not generating correctly in an email, please check the following:

Does the link URL contain ‘https://%40’?

When examining the certificate link, if the link begins with https://%40, such as:

https://%40@webroot/adk/handlers/services.ashx?sn=generatecertificate&delegateid=@@ID

The Certificate Link may have been copied and pasted from an existing template and has added formatting into the link.

To fix this, delete the Certificate Link and generate a fresh one using the Quick Links drop down in the relevant template.

The correct Certificate Link should begin with https://@@,

Such as: https://@@WebRoot/adk/handlers/services.ashx?sn=generatecertificate&delegateid=@@ID

Certificate Number not generating

Related help guide page:

Generate certificate numbers for completed Delegates

Complete a Course and mark the Delegate attendance

Generate certificate numbers for completed Delegates | Add an Awarded Award

Generate certificate numbers for completed Delegates | Add the Merge Field to your Document Template

If you find that the Certificate Number isn't generating, please check the following:

When a Delegate is set to ‘Completed’ on a Course Template that has an award in its “Awarded Awards“ section, the Delegate is given that Award, and the Certificate Number is generated using the prefix at the Course Template level.

Are the Certificate numbers populated on the Course Template?

Please Note

Certificate Numbers need to be enabled on your Platform. Please speak to our Customer Support Team to enable this for you

For Certificate numbers to generate on a Certificate, you need to ensure that the Certificate number fields are populated within the Course Template

The following page(s) can help to direct your next steps:

https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3845619893

Is there an ‘Awarded Award’ linked to the Course Template?

For Certificate numbers to generate on a Certificate, you need to ensure that the ‘Awarded Awards’ are assigned to the Course Template

The following page(s) can help to direct your next steps:

https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3845619893/Generate+certificate+numbers+for+completed+Delegates#%F0%9F%8F%86-Add-an-Awarded-Award

Has the Delegate completed the Course?

Check that the Delegate has a status of ‘Completed’

The following page(s) can help to direct your next steps:

https://accessplanit.atlassian.net/wiki/spaces/HG/pages/2919432565

Is the correct Merge Field being used on the Certificate?

Ensure that the Merge Field in the document is candidate_award_certificate_number
Check that the Merge Field has been added as a Merge Field correctly and has been copied and pasted into the Document. To rectify this, please follow the steps under the ‘Add a Merge Field into your Document Template’ section above.