This article will track common student/internal questions occurring during the early launch of the SI Lab Portal + Purchasing Platform, what may be happening, and how to/who can help assist with resolving.
Issues Students May Encounter
| Issue | Possible Reason | Next Steps |
|---|---|---|
| Multiple kit orders by single student - Student successfully orders two kits for two different courses, only one course unlocks. |
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If a student reports a course has not unlocked after placing an order:
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| Student kit code is not working |
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| Students receive an error ("page isn't working") when attempting to purchase via purchasing link using a voucher code |
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| Students receive a message in red when entering their course stating that they must purchase an SI kit, but do not see options to purchase. |
This error is caused by a disconnect between the SI Lab Portal and the purchasing platform. Reasons could be:
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| Students receive an "Almost There" message with instructions to contact Customer Support. | This error indicates an issue occurred when the student redirected out of the purchasing website back to Mobius. Students receiving this error message will need assistance in unlocking their course content through an kit code. |
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Resolved Issues
| Issue | Impacted School/Kits | Root Cause |
|---|---|---|
| Red purchase required message appearing to Doane students when attempting to order with no purchasing options presented. | Doane University, All SKUs | Error prevented the connection between the Doane courses + purchasing platform from being created. Manually created the link between the two as a short term fix, and error has been corrected long-term. |
| Allegany College of Maryland students receive invalid voucher message when attempting to order SI-10519-AP-02. | Allegany College of Maryland, SI-10519-AP-02 | Planhat confirmation listed SI-10519-AP-01 as the kit being moved. Mismatch between SKU in the SI portal and the voucher code being used resulted in an error. |
| Page loading error when using a voucher code to purchase via purchasing link. | ICCOC, Frontier CC, Allegany College of Maryland (SI-10519-AP-02/Bio100), Johnston CC (SI-10724/BIO168), York Tech, Indiana State University | Purchasing link/voucher code error reported and resolved 8/12 - schools/students were using the wrong link and needed updated information. |
| Red purchase required message appearing to Johnston CC students enrolling in their geology course. | Johnston CC, SC-10007-GK-01-D1 | Instructor integrated and was enrolling students in the institutional master course - this will prevent students from being able to purchase. Instructor contacted to switch links to correct course. |
| Johnston CC student received an Error419 when attempting to place an order. | Johnston CC, SI-10718-BK-01 | Page timed out. Students instructed to reload and reattempt purchase - no further issues encountered. |
| Johnston CC student entered portal without being prompted to order a kit, did not see options to purchase elsewhere. | Johnston CC, LP-5130-CK-01 (only 1 of 3 sections impacted) | "Require Student License" checkbox was unchecked. This box must be checked for paywall to populate. |
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