User Creation Troubleshooting Steps

When creating or uploading a user(s), an administrator may experience an error.  Below are a few common errors that you may find and the steps to resolve the issue.  If you do not find a solution to your error message, you can submit a support ticket and our team will assist you.

Problem: Email address or SSO ID has already been taken
Solution:

1. A user already exists in your Foundry account with the same email address or SSO ID
2. Go to Users > Manage Users to search for the other profile with that information
3. To include deactivated learners in that search, expand the “User Status” filter and check the box for “Deactivated”
4. Search for the email address or SSO ID in the search bar in the top right corner
5. Once you find the right person, click their name in the user list to view their User Profile
6. Click Edit to adjust the appropriate information

Problem: Not all learners were successfully uploaded when adding multiple learners
Solution:

1. Go to Users > User Upload to view the account history of batch uploads to Foundry
2. “Imported Rows” indicates how many users were successfully added to the account
3. “Rejected Rows” indicates how many users were not successfully added to the account
4. Download the .CSV under “Rejected Rows” to see what caused the errors
5. Possible Errors:

• • Location name cannot be found.
    • Location in template does not match a Location in Foundry.
  • Invalid [Custom Category]
    • The Custom Label under the [Custom Category] does not match a Custom Label in Foundry.
  • Could not encode some characters for this user data. Please add this user manually.
    • Certain characters could not register for the bulk upload. Add the learner individually to Foundry.
  • Email has already been taken.
    • A user in your account already exists using that email address.
  • SSO ID has already been taken.
    • A user in your account already exists using that SSO ID.