Integration Issues

1 Why are appointments not syncing between Outlook and accessplanit?
2 How to resync a Trainers calendar?
3 Error message when adding details to the admin Exchange Integration page
4 Error message when adding details to a Resource's Exchange Integration tab
5 Website appears to be displaying the wrong information about a Course, or the Course(s) are not showing at all
6 Error - “Please wait…” message on HTML plug in
7 Courses that start in the past but end in the future are not showing on our Website
8 Error - ‘500 error’ within the Browser Console when using the HTML Plugin
9 Error - ‘invalid xmlChar value’ error when clicking ‘Invoke’ button on the XML feed

If you’re experiencing problems when managing Integrations into your Platform, then you’re in the right place! This guide walks you through the most common Integration-related issues and questions and how to resolve them!

Exchange Integration

Related help guide page(s):

Integrate your Trainers' schedules with Exchange Calendar

Why are appointments not syncing between Outlook and accessplanit?

Currently, events that triggers a Course to sync to a Trainer’s Outlook Calendar are based on certain Platform events occurring after the Exchange Integration is turned on:

Trainer is added to a course date
Trainer is removed from a course date
Course date status changes
Course date/time changes
Course is deleted
Check if your Exchange Calendar has been enabled

If you are unsure if your exchange Integration has been enabled, please speak with the Customer Support Team who will be able to confirm this for you

Check if the appointment is marked as Free in Outlook

Any appointments marked as ‘Free’ in the Trainers Outlook Calendar will not sync to the Platform.

Check with your Trainer to see if the appointment is marked as ‘Free’ and update accordingly.

Check if the Appointment is Private

Private appointments within Outlook, without a Body will prevent the Calendar from syncing.

Check with your Trainer to ensure that the appointment has a body and update accordingly

Check the Master account for the Exchange Integration

If your ‘Master account’ has not been given permission over the Trainers Calendar, then appointments will not sync correctly

Check our Master account permissions and try again.

For further information on Master account for Exchange Integration, please see our help guide:https://accessplanit.atlassian.net/wiki/spaces/HG/pages/386105604/Integrate+your+Trainers+schedules+with+Exchange+Calendar#%E2%9A%99%EF%B8%8F-Configuring-Exchange-Integration

Only certain Courses not syncing to Outlook

Please Note

If you have imported Courses with Trainers, before the Exchange Integration is turned on, these will not sync until one of the following updates has been done

Trainer is added to a course date
Trainer is removed from a course date
Course date status changes
Course date/time changes
Course is deleted

If you are still having issues with certain Courses not syncing, please reach out to the Customer Support Team who will be able to provide you with further support

Check to see if the End Date of the Course is not before the Start Date

Sometimes, when Imports are run, the End Date can accidently be set before the Course Start Date, check that the Dates are correct for the Course as this can prevent the Exchange integration from syncing correctly.

Please Note

When the Trainer Calendar is set to direction ‘out’ - it doesn’t update / sync every 5 minutes - it will only update when a Trainer is assigned to a Course or Unavailability or when the Course or Unavailability is updated.

How to resync a Trainers calendar?

Related help guide page(s):

Integrate your Trainers' schedules with Exchange Calendar

Resyncing Trainers calendars forces Exchange to check for any changes or additions to Courses in your Platform from the Trainers Outlook calendar.
It will then make the necessary changes or additions to the Course calendar items in Outlook and vice versa for the unavailability's.

Resync a Trainers Calendar

Please reach out to the Customer Support Team to request a re-sync of Calendars.

Please Note

Requesting a re-sync, will re-sync every calendar for every User and Trainer using the Exchange Integration, not just the Resource that you are having issues with. Therefore, it’s incredibly important that you make the request when you are happy to re-sync every Trainer’s Calendar.

Error message when adding details to the admin Exchange Integration page

Related help guide page(s):

Integrate your Trainers' schedules with Exchange Calendar | Master Account

If you are having trouble adding your Exchange Integration details and are receiving an error message, please check the following:

Check you are entering the correct details

When providing the ‘Client Secret’ key, this is not the ‘Secret ID’, it is the value shown within Azure. Double check you are providing the correct keys

This includes the following:

Application ID

Directory ID

Client Secret

Server

Version

Once you have confirmed the correct keys, try again. If you are still receiving a ‘failed’ error, please reach out to the Customer Support Team who will be able to provide further guidance on what is causing the error.

Check the values haven't expired

The ‘Client Secret’ value can expire, this needs to be renewed regularly. Check that the Value within Azure hasn't expired

If it has expired, update the value and try again.

If it hasn't expired, please reach out to the Customer Support Team who will be able to provide further guidance on what is causing the error.

Error message when adding details to a Resource's Exchange Integration tab

Related help guide page(s):

Integrate your Trainers' schedules with Exchange Calendar | Trainer Accounts

If you are having trouble when adding details to the Trainers Exchange Integration, please check the following:

Check you are entering the correct details

When providing the ‘Client Secret’ key, this is not the ‘Secret ID’, it is the value shown within Azure. Double check you are providing the correct keys

This includes the following:

Application ID

Directory ID

Client Secret

Server

Version

Once you have confirmed the correct keys, try again. If you are still receiving a ‘failed’ error, please reach out to the Customer Support Team who will be able to provide further guidance on what is causing the error.

Check the values haven't expired

The ‘Client Secret’ value can expire, this needs to be renewed regularly. Check that the Value within Azure hasn't expired

If it has expired, update the value and try again.

If it hasn't expired, please reach out to the Customer Support Team who will be able to provide further guidance on what is causing the error.

Website Integration (HTML & XML)

Related help guide page(s):

Using the HTML Plug-in on your website

Using the Course XML Feeds in a Website

Method	Does it require Whitelisting?
XML Feed	No
HTML Plugin	Yes

Website appears to be displaying the wrong information about a Course, or the Course(s) are not showing at all

Related help guide page(s):

Using the HTML Plug-in on your website | 🛑 Which Courses won't show?

Using the Course XML Feeds in a Website | 🖥️ What XML feeds are available?

Advertise a Course

Using the Course XML Feeds in a Website | Accessing the XML Feeds

If you website is displaying the wrong information or its not showing Courses at all, please check the following:

Check both the Course and Course Template are set to ‘Advertise’ (HTML & XML)

The Course and Course Template for a Course needs to be set to ‘Advertise’ for it to show within the feed,

For further guidance on how to Advertise a Course and Course Template, please visit the following:https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3059679233

If both are set to ‘Advertise’ move on to the next checkpoint

Check the status of the Course (HTML & XML)

Booking links will only be populated for ‘Available’ and ‘Fully Booked’ Courses

To check the status of your Course, please see the following

From the Main Navigation menu, select ‘Courses’ and then either ‘Class’ or ‘Web' depending on the type of Course you are trying to pull through to the feed
Add the ‘Course Status’ column to your DataGrid if it isn't already showing
Using the search bar and/or filters, search for the Course you would like to check the status for
Review the current status to ensure it is displaying correctly.

If the status appears as expected, you can proceed to the next checkpoint in the list.

However, if the status is not displaying correctly, you will need to either update it accordingly or recognize that it will not appear as expected if it is set to a status other than “Available” or “Fully Booked.”

Check what data is being showing within the feed (XML)

To check the Feed and confirm which Courses are pulling through, you can check the following:

You can check what data is being sent out from the Platform by using the following URL:
https://CONFIGNAME.accessplanit.com/accessplan/services/WebIntegration.asmx
1. Replace CONFIGNAME with your config name.
2. Click ‘GetCoursePackage’
3. Enter both the companyID (your Training Provider account ID) and courseID (the Course Template ID).
4. Click the ‘Invoke’ button
5. Press Ctrl + F and search the page for the ID of the Course that isn't showing.
If the Course appears in the feed, it means the data is being sent out correctly from the Platform (accessplanit).
If the Course is not displaying on your website, it may be due to a filter applied to the feed on your end. In this case, please check with your IT/Web development team to ensure that the feed is not being restricted.

Check what data is being showing within the feed (HTML)

To check the Feed and confirm which Courses are pulling through, you can check the following:

Right-click on your website/webpage where the Course should be showing
Select ‘View Page Source’ from the menu
Press Ctrl + F and search the page for the 'accessplanit' and select next or the right arrow (this will show the information that is being pulled through to the Feed)
Check through the HTML for the following to ensure the plugin has been set up correctly:
- The URL is correct
- It is referencing the right accessplanit system and is spelt correctly
- It is not referencing the test/Sandbox system (unless it should be)
- There are no filters on category ID unless required

If the Course appears in the feed, it means the data is being sent out correctly from the Platform (accessplanit).
If the Course is not displaying on your website, check with your IT/Web development team to ensure that the feed is not being restricted.

Error - “Please wait…” message on HTML plug in

Related help guide page(s):

Using the HTML Plug-in on your website | 🛑 Which Courses won't show?

Using the Course XML Feeds in a Website | 🖥️ What XML feeds are available?

Advertise a Course

Using the Course XML Feeds in a Website | Accessing the XML Feeds

If you are seeing an error ‘Please Wait…’ please check the following:

Check both the Course and Course Template are set to ‘Advertise’ (HTML & XML)

The Course and Course Template for a Course needs to be set to ‘Advertise’ for it to show within the feed,

For further guidance on how to Advertise a Course and Course Template, please visit the following:https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3059679233

If both are set to ‘Advertise’ move on to the next checkpoint

Check the status of the Course (HTML & XML)

Booking links will only be populated for ‘Available’ and ‘Fully Booked’ Courses

To check the status of your Course, please see the following

From the Main Navigation menu, select ‘Courses’ and then either ‘Class’ or ‘Web' depending on the type of Course you are trying to pull through to the feed
Add the ‘Course Status’ column to your DataGrid if it isn't already showing
Using the search bar and/or filters, search for the Course you would like to check the status for
Review the current status to ensure it is displaying correctly.

If the status appears as expected, you can proceed to the next checkpoint in the list.

However, if the status is not displaying correctly, you will need to either update it accordingly or recognize that it will not appear as expected if it is set to a status other than “Available” or “Fully Booked.”

Check what data is being showing within the feed (XML)

To check the Feed and confirm which Courses are pulling through, you can check the following:

You can check what data is being sent out from the Platform by using the following URL:
https://CONFIGNAME.accessplanit.com/accessplan/services/WebIntegration.asmx
1. Replace CONFIGNAME with your config name.
2. Click ‘GetCoursePackage’
3. Enter both the companyID (your Training Provider account ID) and courseID (the Course Template ID).
4. Click the ‘Invoke’ button
5. Press Ctrl + F and search the page for the ID of the Course that isn't showing.
If the Course appears in the feed, it means the data is being sent out correctly from the Platform (accessplanit).
If the Course is not displaying on your website, it may be due to a filter applied to the feed on your end. In this case, please check with your IT/Web development team to ensure that the feed is not being restricted.

Check what data is being showing within the feed (HTML)

To check the Feed and confirm which Courses are pulling through, you can check the following:

Right-click on your website/webpage where the Course should be showing
Select ‘View Page Source’ from the menu
Press Ctrl + F and search the page for the 'accessplanit' and select next or the right arrow (this will show the information that is being pulled through to the Feed)
Check through the HTML for the following to ensure the plugin has been set up correctly:
- The URL is correct
- It is referencing the right accessplanit system and is spelt correctly
- It is not referencing the test/Sandbox system (unless it should be)
- There are no filters on category ID unless required

If the Course appears in the feed, it means the data is being sent out correctly from the Platform (accessplanit).
If the Course is not displaying on your website, check with your IT/Web development team to ensure that the feed is not being restricted.

Courses that start in the past but end in the future are not showing on our Website

Related help guide page(s):

Using the HTML Plug-in on your website

Using the Course XML Feeds in a Website

If you have Courses that start in the past but the end date is in the future, please reach out to the Customer Support Team who will be able to enable settings to allow these Courses to show on your website

Error - ‘500 error’ within the Browser Console when using the HTML Plugin

Related help guide page(s):

Using the HTML Plug-in on your website

If you encounter a “500 error” in your browser console (you can open the console by pressing F12 in your web browser) when attempting to pull through Courses using the HTML Plugin, this indicates that too much data is being requested at once.

To resolve this issue, you will need to reduce the amount of data being retrieved within the HTML feed for example, by applying filters to limit the results. This helps ensure the data load remains manageable and prevents the feed from timing out or generating an error.

Error - ‘invalid xmlChar value’ error when clicking ‘Invoke’ button on the XML feed

Related help guide page(s):

Using the Course XML Feeds in a Website | Accessing the XML Feeds

This is likely to have been caused by an unknown character being added to the ‘Aims, Objectives or Summary Text’ fields against a Course Template.

The error message will provide you the line number, so you can check this against the feed to work out which field is causing the issue

Press Ctrl + F and search the page for the 'accessplanit' within the feed and select next or the right arrow until you find the correct line number

For further guidance with this, please reach out to the Customer Support Team for further support