Summary
Some courses require learners to submit mandatory course feedback before they can download or share a completion certificate. This article explains why the certificate is locked, when feedback becomes available, and how learners can submit or confirm their feedback.
Introduction
Administrators can configure a course feedback questionnaire as mandatory, meaning learners must provide feedback before receiving a completion certificate. When mandatory feedback is enabled, the Learning Portal blocks access to the certificate until the required feedback is submitted. This ensures consistent learner input for quality improvement and helps enforce organizational training policies.
Requirements
Access to the Learning Portal
Course has mandatory feedback enabled
Feedback is available based on course type/status
Steps to Follow
1) Understanding Why the Certificate Is Locked
A course may require feedback before the certificate becomes available because an administrator has set the course’s feedback questionnaire as required. Common reasons include:
Collecting consistent learner feedback for quality improvement.
Enforcing organizational training policies (certificate only after feedback).
When feedback is mandatory, certificate access remains locked until the required feedback is submitted.
2) Identifying When Feedback Becomes Available
Mandatory feedback becomes available only after the learner satisfies the course’s completion conditions, which vary by course type:
Course Type | When Feedback Becomes Available |
|---|---|
Courses without a certification test | After the course reaches Passed status (all required content completed). |
Courses with a certification test | After completing all required lessons and starting the Certification Test. In some configurations, the portal prompts for feedback as part of the certification flow. |
Class-type courses | After attendance is marked and the course status changes to Passed. |
3) Submitting Mandatory Course Feedback
Once feedback becomes available, follow these steps:
Open the course page in the Learning Portal.
Locate the Feedback option at the bottom of the page (enabled once the course reaches the required status).
Alternatively, clicking the Certification Test may open a dialog with a link directing you to the feedback form.
Click Feedback to open the pre-designed questionnaire.
Answer all questions and click Submit.
4) Confirming Feedback Was Submitted
You can verify that feedback has been successfully submitted if:
The Completion Certificate button is now active and accessible.
Clicking the Certification Test takes you directly into the test flow (rather than prompting for feedback again).
Expected Result
After submitting mandatory feedback:
The feedback is saved successfully.
The learner can access the completion certificate (where certificates are enabled for that course).
Troubleshooting
Problem | Cause | Solution |
|---|---|---|
Completion Certificate is grayed out |
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Feedback option is disabled/not visible |
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I submitted feedback but certificate is still locked |
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