Troubleshooting
This page lists the messages LearnBoard shows when something does not work, what each one means and what to do. Find the message you see, in the same words, and follow the fix. It is for everyone, and the connection section is for the workspace and Moodle administrators.
At a glance
Section titled “At a glance”- Signing in: wrong password, too many attempts, deactivated accounts, two-factor codes and expired links.
- Connection errors: what each message about your Moodle site or database means and what to change.
- Empty screens: no data source yet, a database without Moodle tables, and features your Moodle does not use.
- Slow first load: why the first open can take a while, and how it gets faster.
- Permission and plan messages: what your role or plan does not include, and who can change it.
Signing in
Section titled “Signing in”“The provided credentials do not match our records.”
Section titled ““The provided credentials do not match our records.””The email address or password is wrong. Check the address you were invited with, and that Caps Lock is off. Choose Forgot your password? to set a new one. The reset link works once and expires within the hour.
“Too many login attempts. Try again in … seconds.”
Section titled ““Too many login attempts. Try again in … seconds.””Several sign-ins failed in a row, so sign-in is paused for a short time. Wait for the time shown, then try again with the correct password, or reset it.
“This account has been deactivated. Contact your Learnboard administrator.”
Section titled ““This account has been deactivated. Contact your Learnboard administrator.””A workspace Admin has deactivated your account. Resetting your password will not help. Ask your workspace Admin to reactivate you on the Users screen.
“Confirm your email address before signing in.”
Section titled ““Confirm your email address before signing in.””Your address has not been confirmed yet. Enter the six-digit code LearnBoard sent when the account was created. If it has expired, ask for a new one on the confirmation screen.
“Give the check confirming you are human a moment to finish, then sign in again.”
Section titled ““Give the check confirming you are human a moment to finish, then sign in again.””The human check on the sign-in screen had not finished. Wait a second and sign in again. If it never finishes, try another browser or switch off extensions that block scripts.
“That code did not match.”
Section titled ““That code did not match.””The two-factor code was wrong or out of date. Open your authenticator app and use the current code, since each code only lasts a short time. If codes are always refused, check that your phone’s clock is set automatically. If you no longer have the app, choose Use a recovery code and enter one of the recovery codes you saved. Each recovery code works once.
“That sign-in has expired. Enter your password again.”
Section titled ““That sign-in has expired. Enter your password again.””Too long passed between your password and your two-factor code. Start again from the sign-in screen.
“This invitation has expired. Ask your administrator to send a new one.”
Section titled ““This invitation has expired. Ask your administrator to send a new one.””Invitations last a limited time. Ask your workspace Admin to invite you again. If the message says This invitation has already been used., the account exists already: sign in with Forgot your password? if you need a new password.
“That reset link is invalid or has expired.”
Section titled ““That reset link is invalid or has expired.””Reset links work once and last about an hour. Request a new one from the sign-in screen.
“This sign-in link is invalid or has expired. Open LearnBoard from Moodle again to get a fresh one.”
Section titled ““This sign-in link is invalid or has expired. Open LearnBoard from Moodle again to get a fresh one.””Sign in with Moodle uses a ticket that works once, for a minute or two. Go back to Moodle and open LearnBoard again.
Connection errors
Section titled “Connection errors”These messages appear when a workspace Admin adds or tests a data source under Admin console, Data sources, and on cards when a connection stops working. LearnBoard never shows the raw database error, which would reveal server details. It shows the reason and the one thing to change.
Connecting to the database directly
Section titled “Connecting to the database directly”| Message | What to do |
|---|---|
| The database refused those credentials. | Check the username and password, and that the user is granted SELECT on this database from LearnBoard’s server. LearnBoard only ever reads, so SELECT is enough. |
| That database does not exist on the server. | Check the database name for a typo. It is case-sensitive on most hosts. |
| The server could not be reached. | Check the host and port, and that LearnBoard is allowed to connect. A firewall or an allow-list is the usual cause. |
| The database is reachable but does not look like a learning platform. | Check the table prefix. An expected table was missing. |
| The connection failed. | Check the host, port, database name, credentials and table prefix. |
Connecting through the Moodle plugin
Section titled “Connecting through the Moodle plugin”| Message | What to do |
|---|---|
| The Moodle plugin did not accept this connector key. | Copy the connector key (or connection code) from this data source into the LearnBoard plugin settings in Moodle, exactly as shown. |
| The data connector is switched off in the Moodle plugin. | In the LearnBoard plugin settings in Moodle, tick Allow LearnBoard to read data through the plugin. |
| The LearnBoard plugin was not found on that Moodle site. | Check the Moodle address, and that the LearnBoard plugin is installed and up to date. |
| The Moodle site could not be reached. | Check the Moodle address. It must be the address people use to open the site, and reachable from the internet. |
| The Moodle address must start with https://. | Use the https address of your site. |
| That Moodle address cannot be used. | Use the public address people type to open your Moodle. Private and internal network addresses are refused. |
| The Moodle plugin only answers over https. | Use the https address. If the site sits behind a proxy that handles https, the Moodle administrator sets sslproxy in config.php. |
| That Moodle runs on a database LearnBoard cannot read yet. | LearnBoard reads Moodle sites on MySQL or MariaDB. See requirements. |
| The Moodle site is busy and asked us to come back shortly. | LearnBoard waits and tries again on its own. If it keeps happening, raise Requests to answer at once in the plugin settings, or read at a quieter time. |
| The plugin could not reach the Moodle database. | If a read-only database user is set in the plugin settings, check its name and password. |
| The Moodle plugin does not accept requests from this LearnBoard server. | In the plugin settings, add LearnBoard’s server address to LearnBoard server addresses, or leave that setting empty. |
| The Moodle database could not be put into read-only mode, so the plugin refused to run any query. | Set a read-only database user in the plugin settings, or ask the database administrator why session settings are refused. |
| The Moodle plugin could not record this request to stop it being replayed. | The Moodle data directory must be writable by the web server. Check the permissions of its temp folder. |
| The Moodle plugin saw this request before and refused it. | Try again. If it keeps happening, something between LearnBoard and Moodle is resending requests. |
| The Moodle server clock is too far from the correct time. | Ask whoever runs the Moodle server to switch on automatic time synchronisation. |
| The Moodle plugin sent back more data than one request may carry. | Narrow the report with a filter, or contact support if this happens on a normal dashboard. |
| The Moodle plugin could not answer. | Check the Moodle address and the plugin settings. |
Empty screens and “not set up yet”
Section titled “Empty screens and “not set up yet””“No data source is connected to this workspace yet.”
Section titled ““No data source is connected to this workspace yet.””The full message is “No data source is connected to this workspace yet. A workspace administrator can connect one in Admin, Data sources.” Every data screen shows the setup guide until a data source is connected and active. If you are not an Admin, ask yours to connect one.
“This view can’t load yet”
Section titled ““This view can’t load yet””This heading means a setup step is missing, not a fault. The most common message under it is “The connected database is reachable but does not contain the expected learning-platform tables.” Check the table prefix on the data source, or, for an uploaded copy, that the import finished.
A card is empty, but others are not
Section titled “A card is empty, but others are not”- Certificate cards: your Moodle site has no certificate plugin LearnBoard reads. See optional Moodle plugins.
- Course Feedback: needs the Questionnaire activity (
mod_questionnaire) in use. - Activity or completion cards: check that Moodle’s standard log is on and that activities track completion.
- VET screens: some need AVETMISS demographic data imported for the connection.
- A period with nothing in it: “Last 30 days” shows nothing when nothing happened in those days on the workspace clock.
Every screen shows fewer people than expected
Section titled “Every screen shows fewer people than expected”- Check the Groups filter in the bar under the top bar. A programme, department, campus, learner category or cohort chosen there narrows every screen.
- Check Excluded course IDs under Reporting configuration. Courses on that list are left out everywhere.
- Remember that staff and suspended enrolments are always left out. See what is left out.
My Team is empty
Section titled “My Team is empty”A Team lead sees only the people in their own Moodle groups, as Moodle recorded them when they last signed in from Moodle. Sign in from Moodle again. If it is still empty, check in Moodle that you lead a group in the course.
A screen is slow the first time
Section titled “A screen is slow the first time”The first time a screen is opened, LearnBoard works its figures out on your Moodle site, and on a large site that takes time. After that the figures are saved, so the next open is fast.
- Preparing this view: some screens show this while they are built. They fill in by themselves; you do not need to reload.
- Background updates: the screens your team uses are worked out again in the background, so they are ready when people arrive. Your Admin sets how often under Data freshness.
- Through the plugin: every figure is a request to your Moodle site. On a small server, a busy site answers more slowly. See Requests to answer at once above.
- Team leads: figures for a team lead are always worked out for their own groups, so they can take a moment longer.
Permission messages
Section titled “Permission messages”“You do not have permission to perform this action.”
Section titled ““You do not have permission to perform this action.””The server refused the request because your role does not include that permission. The card shows the heading You don’t have access to this. Nothing is broken, and trying again will not change it. Ask your workspace Admin if you need it. See roles and permissions.
“Your role does not include this screen.”
Section titled ““Your role does not include this screen.””The screen is not part of your role. Ask your workspace Admin.
“You don’t have access to that screen, so you are on your home page instead.”
Section titled ““You don’t have access to that screen, so you are on your home page instead.””You followed a link to a screen your role does not open, so LearnBoard took you to your home page. Ask a workspace Admin if you need it.
Messages that name who can do it
Section titled “Messages that name who can do it”| Message | Who can do it |
|---|---|
| Only admins may manage users. | a workspace Admin |
| Only admins can publish a dashboard tenant-wide. | a workspace Admin |
| Only workspace administrators can change data freshness. | a workspace Admin |
| You don’t have access to the AI assistant. Ask your administrator to grant it. | a role with the AI assistant |
A screen says “Not included in your plan”
Section titled “A screen says “Not included in your plan””Your role can open the screen, but your workspace’s plan does not include it. Locked screens stay in the menu with a lock so you can see what exists.
| You see | What it means |
|---|---|
| Not included in your plan on a card | the card, feature or quota is not part of your plan. When it is a quota, the card shows how much is used, for example “3 of 3 used”. |
| “Part of the … pack, not included in your current plan.” | the whole screen belongs to a pack your plan does not include |
| “This dashboard is not included in your current plan.” | the same, for a dashboard |
| Not available in this workspace (inside Moodle) | the chart is not part of your workspace’s plan |
- If you manage billing, choose View plans & upgrade. Upgrading unlocks the screen with your existing data, with nothing to import again.
- Otherwise the card says “Ask a workspace administrator to upgrade your plan.”
“Something went wrong loading this data”
Section titled ““Something went wrong loading this data””The card could not load, and it says: “We couldn’t load this view right now. Please try again in a moment: if it keeps happening, contact your administrator.”
- Press Refresh in the bar under the top bar, or reload the page.
- If only one card fails, the rest of the screen still works. Try again in a few minutes.
- If it keeps happening, check the data source under Data sources (Admins), then contact support with the reference number shown on the card.
AI assistant messages
Section titled “AI assistant messages”See the AI assistant and your data for the allowance, availability and access messages.