Users being disenrolled from sessions

Took me a moment to figure out what staff.mhr was referring to, but my best guess is that you’re a customer of MHR Global and they are either embedding or reselling Docebo?

If I’m on the right track, I’d say you really need to ask them what’s going on here.

Hi Ian,

That’s correct.  We have implemented our Docebo-powered LMS through MHR Global.  I have asked our Consultant about this, but no response (yet), so thought I would ask on here in case anyone else had experienced something like this before.

It was only by chance that someone mentioned to me that they’d been disenrolled from a session, and when I looked into it, I saw that all the upcoming sessions had been wiped of enrolments.  Very strange, and annoying...

Hi - so there is a newer feature that recently hit the system that will disenroll people from sessions if they are inactive.

If you understand your integration? You may have one that disables users and then enables them as part of a normal run.  The downside is that will impact your ILT sessions.

Our shop does not use ILTs so I cant speak further about the impact of this one. I do not know if it is a hard setting or a soft one that is configured ILT session by ILT session.

Hi @dklinger ,

Thanks for your response.  I know there is an option to disenrol deactivated and expired users, but the users that were disenrolled are still active 😕.

I will need to investigate the integration rules as, if what you’re suggesting is the case, it seems highly illogical and will continue to cause serious issues going forward.

@admin_mhshomes - There was another post of something similar happening late last week.  If you haven’t already, you may want to open a support ticket to see if they can tell you more about what’s happening and if there is a known issue. 

Yeah - especially if you have a lot of automatic group logic that is refreshing itself daily? I would scrutinize your automation. Can I suggest - pick a user that was unenrolled and then look if they were made inactive and then active via the audit app within a short time span.

Something like this happened with me in a past life with another LMS until we got to the root cause of it. Let us know - others can probably gain from the story.

@dklinger Thanks, I’ll look into this.

@trose23 Thanks for sharing - that looks like the same issue I’m having. I have contacted our consultant and raised a ticket. Hopefully we get this sorted quickly.

Looks like it must be the automation/integration that’s deactivating them and activating them again with the overnight sync:

@admin_mhshomes - right - so you have the root of your issue but not the cause. Something deactivated your person. Your audit log should continue to give you insight just on the that user. The time may be a hint and make you suspicious that your sync is actually doing a deactivate.

MHR have released an update blaming Docebo for an integration/automation issue - resolution expected 21st August

😔