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Online learning: FAQs

Online learning: FAQs

Online learning: FAQs

Online learning: FAQs

Login and IT issues

From the internal LearnUpon login page log in using your University username and password.

Still not working?

This LearnUpon Login Issues Guide can be used as a first step to perform quick checks and solve common access issues.

New staff:

If you started work after 1st Sept 2019 you will have access to LearnUpon so the most likely cause is a problem with your login details. Please log a call on SID, by opening a new Enquiry and selecting “Mandatory Training General Enquiry” from the category list and describing your problem in the text box provided.

Existing claims/casual/Associate staff

If you started work before 1stSeptember you will not have access to LearnUpon for now. We expect all staff categories to have full LearnUpon access by September 2020. If you have been asked to complete mandatory training as part of your role please ask your line manager to log a call on SID, by opening a new Enquiry and selecting “Mandatory Training General Enquiry” from the category list and describing the requirement in the text box provided.

More information covering a wide range of problems and topics can be found in the LearnUpon FAQs.

  • Windows XP, Windows Vista, Windows 7, Mac OS X 10.6
  • 128MB free RAM; 100MB free hard disk space; 32-bit colour graphics card; 1024 x 768 screen resolution
  • Sound card and speakers or headphones (for courses with audio only); Keyboard and mouse    

The "All staff" mandatory training courses are published in HTML5 and are compatible with all modern browsers, including IE, Edge, Chrome, Safari and Firefox.

In rare cases, the running of HTML5 may be blocked within IE/Edge, and in such cases we would recommend using an alternative browser.

Other online training may still use FlashPlayer and in these cases FlashPlayer needs to be enabled and IE may be a better browser to use.

The latest versions of the four “All staff” training courses will all work on any Apple device although they do not perform so well on iPads.

Other training courses may still require Flash which may need setup: Flash is not supported on iPads.

To set up Flash on a Mac: open your browser in the toolbar, go to Preferences, Websites, click on the flash plug-in and then enable/allow the browser to use Flashplayer. The browser in Mac will not automatically apply Flash to sites unless you tell it to, this is for security purposes.

Most of our mandatory training is completed online and is available 24 hours a day 7-days a week. Courses that are mandatory for all staff and casual workers are automatically loaded on to your LearnUpon dashboard. Visit the LearnUpon log on page to access your account using your SSO.

If you are trying to launch one of the four "All staff" mandatory training courses (Information Governance, Health & Safety, Equality Diversity & Inclusivity, Prevent Duty) and you are experiencing problems launching one or more of these courses, firstly try opening the course in a different browser. If this does not work then please record the problem via SID Online by starting a New Enquiry and choosing “Mandatory Training General Enquiries” from the drop-down “Category” list.

If you are trying to run any other online course it may require the latest version of FlashPlayer to be enabled. If not, you may just see a grey or blank screen.  In order to enable the latest version of FlashPlayer complete the following;

1. Click on the following link:

2. Read the terms and conditions and then click install

3. A message will appear at the bottom of the screen, wait for it to finish Initializing then click open

4. Click Yes

5. Click Finish and then Restart your computer

Any personal earphones or headphones that are used in personal audio devices are likely to work by connecting to your headphone connection on your computer

Open the course in a different browser. Close down all other applications and windows.

LearnUpon is the learning management system that hosts e-Learning courses for University "staff" (including paid and unpaid associates, casual workers and anyone with a University IT account).  

No, you need to complete the "All staff" training.  It can be accessed via the emails in your "staff" email inbox (as opposed to your student email inbox).

Screen readers that are compatible are JAWS, NVDA, VoiceOver and TalkBack. Dragon may work but may not be 100% compatible. For more advice about loading these systems onto your work laptop, contact the IT Service Desk.

Enrolment, Reminders & Policy

To access the catalogue of courses and self-enrol click on the ‘Dashboard’ tab in the top left corner of your LearnUpon home page. Scroll through the courses until you find the course you want, click on the green ‘enrol’ button on the right hand side. The course will now appear on your dashboard.

Note that you will not be able to self-enrol on any of the "All staff" mandatory training courses (Health & Safety, Equality DIversity & Inclusivity, Prevent Duty, Information Governance).

Yes, if you started after 1/9/19 . Anyone with a University of Exeter IT account must complete the courses which are mandatory for all staff in line with the Mandatory Training Policy

If you have a good reason why you should not complete one or more of the “all staff” mandatory training courses please use the dispensation process (see "Exemption, dispensation, additional time" FAQ).

All users of eClaims should now be using an Associate/ eClaims IT account which will allow them to access the Mandatory Training courses. This will also help if they need to access systems and other drives.

The only exception relates to the Student Ambassadors/ Marshalls where the current numbers make it difficult to set up manual associate IT accounts and any eClaims accounts set up prior to September.

The website for engaging casual workers has been updated to show this change.

eClaims will still accept student IT accounts at the moment, but this will be reviewed and anyone accessing in this way will not be able to gain entry to the mandatory training courses.

All individuals who are employed or engaged by the Unversity and/or have been given an Exeter IT account are required to undertake mandatory training to ensure that the University not only complies with regulations and the law but also to ensure that your knowledge, skills and understanding of these important areas are kept up to date, enabling you to work safely, effectively and confidently.

Everyone must complete the four 'All Staff' courses, beyond these it will depend on your role and you should discuss requirements with your line manager/account requester. More information can be found within the Table of Mandatory training and the Mandatory Training Policy   

As we require all colleagues to engage with mandatory training as a prerequisite to working at the university, we will pay both casual workers and associate (paid) colleagues for the time taken to do this (approximately 45 minutes per course). 

This cost will be met as part of employment costs by the department.  Non-paid associates will not receive payment but are required to complete the training in order use an Exeter IT account.

The courses identified to be completed on day one of enrolment are mandatory by law or are considered a requirement for employment or engagement by the University.  Completing the training is a requirement for receiving an Exeter IT account.

Failure to comply without good reason is considered to be a breach of these conditions and, like any contractual breach, may be subject to disciplinary action.

The four courses that are mandatory for "all staff", including casual workers and associates, (Health & Safety, Prevent Duty, Equality, Diversity & Inclusivity, Information Governance) need to be completed on day one of your employment/engagement (new starters) and renewed in line with refresh periods for each course.

A reminder email is sent out for each course each week for four weeks (days 1, 7, 14, 21) unless the course is completed in that time.

You have therefore received a reminder email because either:

  • you have yet to complete that particular mandatory training course; or 
  • you are now due to renew this mandatory training course in line with the refresh periods.

Please follow the instructions in the reminder email.  

You can re-enrol on all courses apart from the four ‘All Staff’ courses.  The University requires you to repeat the ‘All Staff’ courses at the renewal date and will automatically re-enrol you at this point.

Should you need to complete the training earlier for any reason please log a query via SID online.  You can still re-launch the courses in order to look back at the training – this will not overwrite your original test score of compliance date.

No. All staff, associates and casual workers who are being employed/engaged or have been given an Exeter IT account must complete the four ‘All Staff’ courses as a minimum.

Responsibilities are set out in the Mandatory Training Policy

Line managers - It is the line manager’s responsibility to ensure that staff or casual workers have the mandatory training for their role identified and clearly articulated to them, and the timeframe set in which such training must be completed.  Line managers must also monitor completion of training and highlight any issues a staff member might be having.

Induction Facilitators – Ensure that the member of staff has access to their IT account and mandatory training on day 1.  The line manager is ultimately responsible for the member of staff’s completion of mandatory training.

Associate IT Account Requesters - Anyone who has an Exeter IT account is required to complete the ‘All Staff’ training.  The individual requesting the IT account will need to ensure that the person receiving the account understands this requirement and completes the training as per the Mandatory Training Policy

Members of staff, associates and casual workers – Undertake mandatory training for your role within the timelines stipulated in the Mandatory Training Webpages.  Promptly raise with your line manager, or requester, any issues that may impact your ability to complete the training within the required timescales. Renew your training within compliance timelines.

For payroll staff there will be one Line Manager who is ultimately responsible for the employee and is therefore responsible for ensuring they complete their mandatory training on day one of their appointment.  

For non-payroll staff (associates and casual workers), the staff member responsible for training must be named when requesting an IT account. This person will be responsible for ensuring that the associate/casual worker completes their training on day one of their appointment/engagement as per the Mandatory Training Policy The person responsible for the training can see whether the indivdiual concerned is compliant or not in the MI Hub.  

Yes, you will need to complete the staff training on LearnUpon which has been set up by the individual course sponsors.

Exemptions, Extensions, Course Content

Requests for exemption from training or for additional time to complete the training can be made one of two ways depending on the course. 

For the "All Staff" courses (Health and Safety Introduction, Equality, Diversity and Inclusion Introduction, Prevent: Safe, Inclusive, Cohesive Universities, Information Governance) please use the SID Online system.  Log in and start a “New Enquiry”, choosing "Mandatory Training Dispensation" (not the Mandatory Training General Enquiry) from the “Category” drop down list. 

Dispensations must be sought on behalf of a member of staff, associate or casual worker by the line manager or requester (or an individual must attach an email to the enquiry from their line manager explaining why dispensation is being requested).  Dispensation can be requested for individual courses or for multiple courses.

For all other courses please refer to the Table of Mandatory training and contact the course sponsor / owner directly with your request.


PLEASE NOTE: The People Development Team can not authorise dispensations.

You will continue to receive the reminder emails but are not expected to complete the training until back at work.  You will continue to show as non-compliant but will not be subject to any disciplinary procedures.  You can apply for an extension by using the SID online process described in our FAQ on dispensations.

For the "All Staff" courses (Health and Safety Introduction, Equality, Diversity and Inclusion Introduction, Prevent: Safe, Inclusive, Cohesive Universities, Information Governance) please use the SID Online system.  Log in and start a “New Enquiry”, choosing ‘Mandatory Training General Enquiry’ from the “Category” drop down list. 

For all other courses please refer to the Table of Mandatory training and contact the course sponsor / owner directly.

Completing, Reporting, Training Records

The MI Hub uploads from LearnUpon overnight, therefore it should be correct the day after you complete your training.  If it does not show after a couple of days please log a SID enquiry: go to SID online, start a New Enquiry and select "Mandatory Training General Enquiry" from the "Category" list. 

Your record will show "In progress" if you have not completed the training in full or have not passed any test as part of the training.

If you are sure that you have completed the training in full and have passed any tests successfully and your record is therefore incorrect, please go to the SID Online system and start a New Enquiry, choosing “Mandatory Training General Enquiries” from the drop-down "Category" list. We will investigate the issue and update your record as required.

Please note that your email will be kept as evidence that you have declared you have completed the training.

To ensure that you have access to the required training and information at the right time the system no longer relies on feeding information to and from Trent. Instead you can view the records for your online training on the MI Hub at all times which are accurate to within 24 hours.

The monthly report is no longer produced as all the information is available via the HR section of the MI Hub at all times. Choose “My Team Report” and then “Training”.

Online mandatory training is only reported through the MI Hub (Trent records are not updated). Managers and individuals can monitor their team or individual mandatory training compliance via the MI Hub. Further details about this can be found on the HR page of the MI Hub using the My Team report (only certain staff members have access to the full mandatory training report).

If you are a manager your staff’s training is viewable through the HR section of the MI Hub. Choose “My Team Report” and then “Training”.

Casual and Associate Staff: In general HR reporting through the MI Hub only covers payroll staff. In the HR My Team report, a line manager will only see details about payroll staff but on the ‘Training’ tab, you should also be able to see the name of any casual staff or associates, who report to you, if they are non-compliant with any of their mandatory training.

If you do not have access to the MI Hub reports listed it is suggested that confirmation of learning is achieved by the member of staff either taking a screen shot of their LearnUpon Dashboard showing ‘completed courses’ or they download the completion certificate from LearnUpon for the relevant course and email it to their line manager.

Please liaise with your line manager to discuss more specific training required for your role.  Use the Mandatory training table to identify appropriate courses.

There are a number of reasons that compliance rates will initially change once the new system is in place:

  • Associates and casual staff are now included in headline compliance rate % when they weren’t before. The reports can be filtered by "Staff Type".
  • Renewal periods are now being applied for all 4 mandatory training groups. 
    • H&S & E&D training previously had a 3 year renewal period applied but this is being shortened to 2 years
    • Now that Prevent Duty training has been running for 3 years, people will be required to renew their compliance for this training for the first time
    • People are reminded that they need to have taken the new ‘Information Governance v1.0’ course in order to be compliant for Information Governance training. The old ‘Information Security’ course no longer confers compliance

From Sept 2019 the reports on the MI Hub will show a rolling 12 month picture, but you can change the view to see a longer timeframe by clicking on the "show/hide filter options" at the top left of the report. We will be reviewing this report over the next year to see what would best suit everyone's needs.

The MI Hub Mandatory Training Report shows all staff listed as reporting to you (directly or indirectly) from iTrent and from the Associate Management System (in the case of Associate/Casual Staff).  You can check the reporting lines of staff you don't recognise by opening or on any device, sign in using your university account, or use the search box on your computer’s start menu (for Windows 10 users) to search for the person's name.  Click on the organization tab and this will show you their full reporting line.  If the names are definitely not in your reporting chain or the accounts should be disabled because the member of staff has left the University, please contact for payroll, casual and temporary staff and the IT Helpdesk for Associates.