Knowledge Base - Article Details
Support Template For Registration Cases
Support should help all students resolve each error message the student sees while trying to register for Block 5. If the student meets all requirements such as pre-requisites, there are seats available in the section, etc., support should send the case/ticket to the Registration Queue to manually register the student for the course.
Use the following template to include all needed information in the case.
-course code and name
-Program Version the course is required for.
-Is the course a retake (yes/no)?
-error preventing the student from registering on their own (Example: student has a gathering time issue. This will help us keep an eye out on any overrides we might need to do)
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Checklist for vetting student registration
Student has completed and passed any prerequisites required for the the course they are trying to register for.
Student has selected a religion gathering day and time.
Student has selected a PathwayConnect gathering day and time (PathwayConnect students only).
Student has resolved all holds preventing registration.
Student's address is up-to-date including country.
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Term 5 Portal Registration Error Messages Students See
Error Message: The system took too long to respond. Please try again in a few minutes. If the issue continues, submit a ticket to the Help Center.
What this means: The system timed out while trying to complete the registration request.
Support Steps: Review the course the student wants to register for. If the student has met all requirements to register for the course, forward the ticket to the registration queue. Make sure the course code is listed in the ticket.
Topic: 504 Gateway Timeout
Error Message: This course has another requirement you must register for before you can register for this course.
What this means: The student must register for the CoRequisite before registering for the course.
Support Steps: Inform the student they must register for the corequisite course first, and then they can register for the course (both courses will be registered in the same block).
Rules:
* If the student want to drop the corequisite, they must also drop the course.
* The student may drop the course but remain registered for the corequisite.
Topic: Corequisite Failure
Error Message: You are already registered for this course.
What this means: Course is already registered.
Support Steps: Confirm the student is registered for the course. No further action is needed if the course is registered for.
Topic: Course Already Registered
Error Message: Something went wrong during registration. Please try again in a few minutes. If the issue continues, submit a ticket to the Help Center.
What this means: Internal exception during registration (AggregateException/Event Handler).
Support Steps: Review the course the student wants to register for. If the student has met all requirements to register for the course, forward the ticket to the registration queue. Make sure the course code is listed in the ticket.
Topic: Internal Registration Error
Error Message: There is a problem with the course information. Please try again in a few minutes. If the issue continues, submit a ticket to the Help Center.
What this means: Invalid class section records.
Support Steps: Review the course the student wants to register for. If the student has met all requirements to register for the course, forward the ticket to the registration queue. Make sure the course code is listed in the ticket.
Topic: Invalid Class Section
Error Message: We are currently unable to determine your location. Please verify that your physical address (including country) is up to date in your portal. Then submit a ticket with the topic “Other.” Add this description: “I have updated my address and need Support to refresh my location so I can register.”
What this means: Missing student's CMIS area in Anthology Student.
Support Steps: Send the case to the Manual Registration Queue. The manual registration agent will use the Sync Student CMIS Data custom form in Anthology Student. Enter the student's Church Account ID and click the Sync button. Inform the student to re-try registration. If unsuccessful, send the ticket to the registration queue and include the course the student wants to register for.
Topic: Missing Church Location
Error Message: Your country must be listed on your student profile in order to register for courses. Please update your physical address by going to “My Profile” then “My Information.”
What this means: Student is missing a country.
Support Steps: Instruct student on how to update their physical address in their portal.
Topic: Missing Country
Error Message: Please choose a religion gathering time on the “Gatherings” page. Then you will be able to register for a religion course.
What this means: The student has not selected a religion gathering time in their portal.
Support Steps: Instruct the student on how to select a religion gathering in their portal.
Topic: Missing Religion Gathering Time
Error Message: There are no available seats for this course in the upcoming block. Please review your Program Plan and register for a different course.
What this means: Course sections are full.
Support Steps: Instruct the student on how to locate their Program Plan and choose the next course in the suggested sequence to register for.
Topic: No Class Sections Available
Error Message: The course you are trying to register for isn’t required for your degree. Find your specific catalog year and degree in the catalog. At the top of your degree page, click into your Program Plan to see what course(s) you should take next.
If you think this is an error, submit a ticket to the Help Center.
What this means: No enrollment found for the course.
Support Steps: Instruct the student on how to identify their Program Version’s catalog year, access the corresponding online catalog and Program Version, and review their Program Plan for accurate course selection.
Topic: No Enrollment Found
Error Message: We couldn’t find a religion gathering for your location. Please choose a different time or location on the “Gatherings” page.
If you need help, submit a ticket with the topic “Class Schedule - Add a Course/Register.”
What this means: Unable to find a religion class in the student’s location.
Support Steps: Instruct the student on how to choose a different time or location on the portal “Gatherings” page or submit a ticket to the registration queue for registration assistance. Include the course code.
Note: If the student has completed and passed REL275 or REL275C, this is the same as REL275A or REL275B. Retaking would be redundant. This applies for all religion courses.
Topic: No Religion Class in Location
Error Message: This course has another requirement you need to complete before you can register for this one.
What this means: The student must complete and pass a different course (options will be listed in the error message seen by the student) before they can register for this course.
Support Steps: Instruct the student on how to locate the course in question in the catalog and view the course prerequisite(s).
Topic: Prerequisite Failure
Error Message: Registration is closed for the current block. View the academic calendar to see when registration will open for the next block.
What this means: Registration is closed.
Support Steps: Check the academic calendar and inform the student of when the next block opens.
Topic: Registration Closed
Error Message: You have a hold on your account, which is preventing you from registering. Please go to the “Holds and Alerts” icon on the portal homepage to learn how to resolve the hold.
What this means: Student has a registration hold.
Support Steps: Instruct the student on how to find “Holds and Alerts” in their portal and follow the instructions to resolve the issue.
Topic: Registration Hold
Error Message: There is an error with the religion gathering you selected. Please choose a different time or location on the “Gatherings” page.
If you need help, submit a ticket with the topic “Class Schedule - Add a Course/Register.”
What this means: The religion class is missing a location.
Support Steps: Instruct the student on how to choose a different time or location on the portal “Gatherings” page or submit a ticket to the registration queue for registration assistance. Include the course code.
Note: If the student has completed and passed REL275 or REL275C, this is the same as REL275A or REL275B. Retaking would be redundant. This applies for all religion courses.
Topic: Religion Class Missing Location
Error Message: We couldn’t find a religion gathering for your location. Please choose a different time or location on the “Gatherings” page.
If you need help, submit a ticket with the topic “Class Schedule - Add a Course/Register.”
What this means: Domestic class section not found OR Filipino international class section not found OR International class section not found.
Support Steps: Instruct the student on how to choose a different time or location on the portal “Gatherings” page or submit a ticket to the registration queue for registration assistance. Include the course code.
Note: If the student has completed and passed REL275 or REL275C, this is the same as REL275A or REL275B. Retaking would be redundant. This applies for all religion courses.
Topic: Religion Class Not Found (Domestic or Filipino International or International)
Error Message: We couldn’t find a religion gathering at the selected time. Please choose a different time or location on the “Gatherings” page.
If you need help, submit a ticket with the topic “Class Schedule - Add a Course/Register.”
What this means: Unable to find a religion class OR unable to find a religion class for the student’s class time.
Support Steps: Instruct the student on how to choose a different time or location on the portal “Gatherings” page or submit a ticket to the registration queue for registration assistance. Include the course code.
Note: If the student has completed and passed REL275 or REL275C, this is the same as REL275A or REL275B. Retaking would be redundant. This applies for all religion courses.
Topic: Religion Class Time Not Found
Error Message: You are not currently enrolled. You can apply to re-enroll or meet with an enrollment counselor.
What this means: Student status is Program Withdrawal.
Support Steps: Provide the student instructions on how to contact an enrollment counselor or apply to re-enroll.
Topic: Student Status: Program Withdrawal