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Welcome to the KP Learn troubleshooting section. Click the questions below to find answers to commonly asked questions. If you don't find what you're looking for, please reach out to the help desk for further assistance.

Access and log on

    Accounts are automatically generated in KP Learn once it receives employee/contractor information from KPIM, the Kaiser Permanente Identity Manager system. This process can take five or more days.

    See the job aid: How to log on to KP Learn.

    Click the Log on to KP Learn button or link, then follow the prompts to sign in using SSO, Single Sign On. If you are first time user, click First Time User? to activate your SSO account.

    See the job aid: How to log on to KP Learn.

    Accounts are automatically generated in KP Learn once it receives employee/contractor information from KPIM, the Kaiser Permanente Identity Manager system. This process can take five or more days. Users must activate their SSO account to gain access to KP Learn.
    Your KP Learn account information is created and maintained in KPIM, the Kaiser Permanente Identity Management system. To correct your name in KP Learn, ask your manager to update the information in MY HR. You should see the updated information in KP Learn a week or so after the correction has been made.
    KP Learn receives a data feed from MY HR. Have your manager work with HR or KPIM to resolve this issue.

    Log on to KP Learn, then select Team Home from the Go to: drop-down menu.

    See the job aid: View Team Enrollment and Transcripts.

    When changes are made in an HR system, it may take a few days for them to replicate to KP Learn. The hierarchy in KP Learn is established by a feed from MyOrg. KP Learn is not able to override what is in My Org. Since there are no contractors in My Org, we are unable to link them to a supervisor or manager in KP Learn.
    Contingent workers have access to courses on KP Learn, however some courses are limited to full-time employees (FTEs). Contractors don't have access to Skillsoft courses or the entire KP Learn catalog.

    When you are finished in KP Learn, you should sign out. Some online courses have additional requirements to complete the course and sign out. This is to ensure your transcript information is accurate.

    See the job aid: How to log on to KP Learn

    Select Team Home from the Go To: menu under your name. Click the Reports tab. Search for the report you need, and then click Execute in the Actions drop-down list.

Getting help

    If you have a course on your enrollments, it most likely is a required course for you to complete. Otherwise, contact the instructor or your local KP Learn administrator.

    Your manager will receive an email from KP Learn asking for their funding approval prior to your registration being accepted. You will receive an email stating that your registration is pending approval until your manager goes into KP Learn and approves your request.

    When you find a course, you sign up for a scheduled offering, a class (instructor-led or virtual) that is held at a specific date and time. If there are offerings for the course, they are listed in the search results. If there are no offerings listed, there are no classes currently scheduled; there will not be a Register link or a Launch button.

    See the job aid: Search the Catalog and Register for a Scheduled Offering

    Use the Learning Catalog Search or Advanced Search feature, and enter the keyword, ID, or description.

    See the job aid: Search the Catalog and Register for a Scheduled Offering
    See the job aid: Search and Register for a Web-Based Training or Self-Paced Items

    Log on to KP Learn, select Team Home, search for a course offering, and register direct reports for the offering.

    See the job aid: Register Direct(s) for an Offering

    Log on to KP Learn, select Team Home, and then search for and assign the curriculum.

    See the job aid: Assign Curriculum to Team Member

    • ILT – Instructor-led training. This is a class with an instructor, delivered at a set time in a physical location.
    • VC – Virtual class. This is instructor-led training, delivered at a set time online via WebEx.
    • WBT – Web-based training. This is a self-paced training course, delivered online whenever the learner accesses the course in KP Learn.
    • Task – This may be related reading or reference material such as supporting documentation, or exercises.

    Recommendations are done by content owners that select to make a recommendation for you based on a course registration or completion.

    Yes. The Advanced Search function has "CE Credits" as search criteria. In the CE credits field, enter a number of hours, and click Search. Any course that has that number of CE credits or more, displays on the Search results page.

    Email lms.support@kp.org, and a learning consultant will register you for the course.

Skillsoft

    The course(s) you tried to register for is part of a Skillsoft library of class offerings. Go to the Skillsoft catalog for information about the program and links to each of the courses with additional information about them.

    Note: You must be logged on to a KP network to access the Skillsoft catalog.

    Search the catalog, find your learning, and click Open in KP Learn. For more information, see Skillsoft help.

    IT employees can only access courses via Skillport: http://kp.Skillport.com.

    Note: You must be logged on to a KP network to access the Skillsoft catalog.

    The Skillsoft e-Learning Library accessed through KP Learn, provides a single point of entry for course delivery and an automated and accurate recording of completions using our own learning management system.

    The Team Home page in KP Learn lists your direct reports and pending approvals. See Manager Approval Process

    You can find all the Skillsoft courses listed in the Skillsoft catalog

    Note: You must be logged on to a KP network to access the Skillsoft catalog.

    Open a new window before entering KP Learn, and retry launching the course.

    If the error continues, add Skillport to your trusted sites:

    1. Open Internet Explorer.
    2. Click Tools.
    3. Select Internet Options (at bottom of the screen).
    4. Click the Security tab (in upper left).
    5. Click to select the Trusted site check box.
    6. Click Sites.
    7. Verify the Require server verification check box is cleared (not selected).
    8. Delete all information in the Add to website box.
    9. Add .skillport.com to the Add to website box. (Be sure to enter .skillport, not skillsoft.)
    10. Click Add.
    11. Click Close.
    12. Open a new window and try launching the course.

    Enter new window before entering KP Learn and retry launching the course on the Skillsoft catalog.

    Note: You must be logged on to a KP network to access the Skillsoft help page.

    The way to tell a Skillsoft course by the course ID, is it contains the letters NLD SS.

    No. Only full-time employees (FTEs) may take Skillsoft courses.

Required courses

    The person who can answer your questions about required compliance courses is your manager or the local compliance officer. Most compliance courses are assigned to you and will show in your enrollments. Different groups may need to take different versions of the course. Please check with your manager to verify you are taking the correct required course(s).

    The courses that a contractor is required to take (such as the compliance course) may differ from those required for full-time employees. Please check with your KP manager to verify you are taking the course(s) you need.

    Contact the Enterprise Service Desk, and submit a trouble ticket to get assistance.

    Yes. Since managers have additional responsibilities, they are required to take both courses. If you have any further questions about this, please contact the compliance officer for your area or region.

Completed courses

    No, the accounts are separate, and the policy is that they are not merged. Training must be completed after you are hired as an employee.

    You must pass the course successfully to be able to print a certificate of completion. From your transcript, click Action, and you can see the Print Certificate option. If your transcript says "Unsuccessful," you will not be able to print a certificate at all.

    See the job aid: Print a Certificate of Completion

    Click the Transcript tab. Click Actions, and then from the new window, click View Content and Tasks. You will see the progress report and the Launch button.

    See the job aid: Relaunch a Completed Course

    See the job aid: Mark a task complete

    Only reports administrators may access the KP Learn reports. If you wish to become a reports administrator, please contact lms.support@kp.org to have a learning consultant enroll you.

    Click Actions, and then from the new window, click View Content and Tasks. You will see the progress report and the Launch button.

    See the job aid: Relaunch a Completed Course

Online content and supported browsers

    1. Please visit the KP Learn Supported Browsers page for help resolving browser-related problems.
    2. If you still need help, please contact the Enterprise Service Desk.
    1. Please visit the KP Learn Supported Browsers page for help resolving browser-related problems.
    2. If you still need help, please contact the Enterprise Service Desk.
    1. Please visit the KP Learn Supported Browsers page for help resolving browser-related problems.
    2. If you still need help, please contact the Enterprise Service Desk.
    1. Please visit the KP Learn Supported Browsers page for help resolving browser-related problems.
    2. If you still need help, please contact the Enterprise Service Desk.
    1. Please visit the KP Learn Supported Browsers page for help resolving browser-related problems.
    2. If you still need help, please contact the Enterprise Service Desk.

    Add-on errors relate to installed applications on your workstation. Please contact the Enterprise Service Desk for help.

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If you need more help:

Call the Enterprise Service Desk.
Available 7 days a week, 24 hours a day: 1-844-563-4357