Frequently Asked Questions (FAQs)

To resolve your query quickly, please look through our most common frequently asked questions and troubleshooting guidance.

If you are unable to resolve yourself, please do contact us at support@myonstream.co.uk or on 0117 314 5222

E-learning Setup FAQs

Log into your site for the first time (Administrator)

Once you have had your Admin training you will be sent login details giving you access to your site (see below).

You will then be prompted to create a new username and password.

Once you have entered your new login details and clicked Changed Password the site will take you to your Me page (profile page).

Checking Learning Units

Under Learning Settings click on Manage learning units in this section you can see all the units you have subscribed up to.
If there are any missing units please contact us.

Add an employee

Under Settings click on Employee records under Organisation settings.

At the bottom of the page select Add New.

Please fill in the following – Forename, Surname, Employee number and the Email Address (email can be filled in at a later date).
You can then select a job role for the employee and assign a workgroup and mentor.
Select the Save button.

This will create the employee onto the system but not send them their login details for My OnStream. See FAQ ‘Sending login instructions to your staff’.

Allocating employee IDs (for schools that don’t have IDs)

When adding a new employee to your site you will want to remember the last employee ID assigned to a staff member as each will need an unique ID. To find this click on the Reports section of the site and then click User Details under the General section. Select All Users in the drop down box and click Run Report button. This will produce an excel spreadsheet showing all employee data. Click column C and press the Sort & Filter button to sort between largest & smallest number .

Deactivating an employee/leaver

Under Settings click on Employee records under Organisation settings.
Type in the name of the employee you would like to deactivate.

At the bottom of the page you should see the employee you have searched for. To deactivate an employee please deselect the green tick box.
NB. If you wish to reuse the email address you MUST remove the email address before deactivating.

This will open up a window confirming that you want to deactivate this employee please select confirm to action.

Editing employee records

Under Settings click on Employee records under Organisation settings.
Then type in the employees name and click search.

At the bottom of the page you will see all the employees that you have search for. Then select the edit button on the employee you would like to edit.

In this section you can change the Employees name, Employee number and E-mail address. Further down the page you are able to change the job title, work group and assign a mentor.

Uploading your policies

You can upload a policy to E-learning units on the Manage Learning Units page.

Access the learning unit by clicking Edit unit
Under File attachments – add a new file, click on the Choose file button
Click on the file you wish to upload from your local drive
Click on the Upload button
Add in a Description for the file – this is what will show on the link to the file (we recommend including the date of the policy in the description)
Ensure you click the Save and allocate button or Preview button to save your changes

You can update your policy using the same process.

To see the current policy that has been uploaded – under Managing Learning Units click the Preview unit button.

Managing your Workgroups

You can add or amend your Workgroups under Settings, Organisation Structure.

You can rename workgroups, add sub-workgroups, or move workgroups. You can then allocate individuals to a new workgroup under Employee records.

If you would like to add multiple workgroups, or assign staff to a new workgroup in bulk, please contact the My OnStream support team.

Allocating E-learning to staff and adding completion dates/reminders

Under Settings, select Manage learning units
Find the E-learning module you would like to allocate and click on Edit unit
Amend the expiry date, completion date and reminder settings if required.
Please note you cannot amend this after the unit has been allocated.
Click Next
Make sure you have uploaded the relevant school policy if this is to be read as part of the E-learning before allocating
Assign the E-learning unit by Job role and workgroup or option 2 by Individuals. Click on the Job role and then the + arrow to move to the right column or enter the employee’s Name, click on the Search button, click on the correct employee and then the + arrow
Select Next to allocate

Please wait for the allocation process to complete before exiting the page
You will now see the employee’s name or Workgroup appear in the E-learning container box

A notification email will be sent automatically to relevant staff advising them that they have a unit to complete – this will be at 7am following the day of allocation, not immediately. You do not need to prompt the system to send this.

Sending login instructions to your staff

You will need to send staff members their Login Details to be able to access the site.

Access the Userselect page (Settings)
Enter in an employee’s Name, a Workgroup, or new starters within a specific date range.
If you want all staff to appear – press the Enter key in the Name field with no content)
Click on the tick box of the individuals you would like to email or click on the ‘Select all XX users’ tick box
Select Email all users their login details from the drop down list that appears to the right
(the system will only send to the employee(s) that have been ticked and have not yet logged into the system)

NB. If your school has opted for Single Sign On (SSO), you must select Send users a welcome email instead (as a username and password are not needed).
Click on the Perform action button

E-learning Admin FAQs

Resending login instructions

To easily identify ALL staff who have not yet logged in:

From the Userselect page (Settings), in the Name field press the Enter button without any text in the box and all employees will appear, click on tick box ‘Select all XX users’ and select Email all users their login details from the drop down list. Do not select Send login replacement email.
The system will not sent the email to anyone that has already logged in so will automatically remove these employees from the mailing.

To prompt individuals to login:

Check if they have been sent their login instructions – click on Reports and User Logins.
Password will show as random characters and ‘Email sent’ column shows as’ Sent’.
If they have accessed the site it will show as ‘Password changed’ and ‘Unsent.
If showing as ‘Sent’ – from the Userselect page (Settings), enter the employee’s name, tick their name in the staff list displayed, and select Send login replacement email from the drop down list.
If showing at ‘Unsent’ – from the Userselect page (Settings), enter the employee’s name, tick their name in the staff list displayed, and select Email all users their login details from the drop down list. (The system will only send to the employee(s) that have been ticked in the left column).

Trouble receiving login instructions

Emails tend to get blocked if they are not whitelisted by your IT department. Please liaise with your IT department to ensure the following emails have been whitelisted:

noreply@simitive.com

no-reply@simitive.com

Identifying staff that have not logged in

In Settings, click on Userselect
Check tick box Include only accounts not logged into (see screenshot below) and click Search
This will display all the users that have not yet signed in.
Do ask the user to check that the My OnStream login details email has not been sent to their spam/junk folder before sending a replacement login email.

FAQ - Users not logged in

Viewing your E-Learning certificates

Upon completion of a learning module Press the Finish button to complete the module.
You will then be taken to the screen below where they will be able to click to view the certificate of completion.

How to view certificate when previously completed the learning module.

Click on the completed module located on their Me page.

Click on the completed module title
A link to your certificate is located at the bottom of the Intro tab.

How to view users certificates when they have completed the module.

Click on Learning Unit Report which is in Reports.

Select the module you would like to view. This will bring up all staff that have been assigned the module.

Select Completed and this will show all staff that have completed the module.
Click on their Profile and proceed to print their certificate.

Forgotten password

For those that have logged in before see FAQ ‘Re sending login instructions’

From the login screen enter the Username or Email and click on Request new password

Changing passwords

For changing your password go to the Me page, click on Settings and Change password.

Subtitles on E-learning videos

Click on the module link on your Me page above the pie diagram.
Click on the E-learning module you need to complete.
Ensure you have read the policy your school has uploaded.
Click on the video and then the CC button at the bottom.
The video will now show with subtitles.

Youtube Subs

Changing an email address

To change your email address go to the Me page, click on Settings and My data.

For changing an employee’s email

click on Settings
Employee Records

Find the staff member
Click on edit
Change email address and click on the Save button.

Reports

Under Reports, select Learning unit report.

In this section you can filter by:

Learning Units – All the learning units you have signed up for and which have been assigned to your users.
Name – The name of the users you would like to run a report on.
Status – This will show if the users have either passed the training (At a required level), In Progress or if they haven’t started the training yet.
Active/Inactive Users – This will show active/inactive users. Inactive users will show users no longer using the system or who are yet to login to the system.
Relationships – The relationship you have with the users e.g. You’re their mentor.

Once you start to filter the report will start to populate automatically. This report gives a visual representation of the stage that the user’s learning unit is at, at the present time, proving an instant overview of performance and engagement. The dashboard includes the ability to drill down into further information about the individual and about their learning unit.

Emailed reminders to staff of new or uncompleted learning/actions

You can chose how often you would like your staff to receive automated reminder emails for New or Outstanding Actions. New Actions are generated by the system when staff have something to complete – this can include new E-learning units, Policies to read, Review forms or Compliance Checks to be carried out depending on which modules you have within your My OnStream subscription.

Once an Action has been viewed but not completed, it becomes an Outstanding Action.

You have the following options:

Daily email notifications

For New Actions only* – the system will send one email to relevant staff before 8am the day after an Action is first assigned to them. No emails will be sent for Outstanding Actions.
For New and Outstanding Actions – the system will send an email to relevant staff before 8am the day after an Action is first assigned to them. Daily emails will then continue to be sent, until the staff member completes the Action.

Weekly email notifications

For New Actions only – the system will send one email to relevant staff to cover all new actions that have been allocated to them within that week. No emails will be sent for Outstanding Actions.
For New and Outstanding Actions – the system will send weekly reminder emails to relevant staff, to notify them of all New and Outstanding Actions generated during the previous week.

*Default and recommended option

For all options, you are able to specify you preferred time and day for emails to be sent. Emails will not be sent over weekends. These automated emails are in addition to the completion dates and reminders you can set manually for E-learning/Policy Tracker modules in the Learning unit setup. We can amend your settings at any time or turn emails off completely.

The option you chose will apply to all modules that you subscribe to within My OnStream – do contact us if you would like to discuss this further.

Removing old Learning units

You are unable to remove old learning units that have been superseded (eg. KCSIE 2016) but you can ‘disable’ the unit so that Administrators cannot allocate the learning unit to members of staff and users will not see it on their ‘Me’ page and you can also ‘hide’ the unit on your Managing learning unit page – simply click on the tick box to view any hidden units. We disable and hide the old unit automatically on your site when an updated module is added.

If a user has completed the old module it will still appear in Reporting should the old unit be selected to appear in the report.

De-allocating an E-learning unit from individuals

This process is for allocations that have been made by ‘Individuals’ not by ‘Workgroup’ or ‘Job Role’.

Under Settings, select Manage learning units
Select the E-learning module you would like to change and click on Edit unit

Click Next to skip expiry date, completion date and reminder settings
Click Option 2: Individuals

In the ‘Selected Options’ box, locate the individuals you wish to remove from the learning unit

Click the minus arrow to remove them from the list

Click Next

Please wait for the allocation process to complete before exiting the page.

The users who are still assigned to the unit will not be affected by this process. The employee will no longer have the unit available on their learning page and will no longer receive reminders and notifications about this unit.

If you wish to remove a user who has been assigned by ‘Workgroup’ or ‘Job Role’, please email myonstreamsupport@vwv.co.uk for assistance.

Creating a job role

Go to Settings
Click on Organisation Settings
Then Employee records.

Search for an employee you want to edit and select the edit button.
Under Job roles select Job role not in the list?

Add Job role

Type in the new job role and select Create job role. Your new job role will be available to select.

Remember to hit Save before you exit.

Uploading new staff in bulk

Please contact us via our support email advising us that you would like to upload new staff in bulk.

To upload please use the My OnStream data import template you would have received with the on-boarding email and re-upload to FileShare. We will then get this uploaded to your My OnStream site.

Adding workgroups

Under Settings go to Organisation Settings and Organisation structure.
Select add workgroup.
Type in what you would like the workgroup to be called (Workgroup code is not mandatory) and select the Save button.
This should now appear when assigning staff to a workgroup.

Reviewing the site Login Email - sent to staff who have not accessed the site

Periodically we would recommend that you review your Login Email – this is the email sent to new starters and those that have not yet logged into the site giving initial an initial username and password. Employees are prompted to change this to something memorable. See FAQ ‘Sending login instructions to your staff’.

You would have provided this Login Email when first setting up your My OnStream site and we can provide a copy if needed to make sure it covers all of your My OnStream modules and that the information is up to date.