awarding excellence Parnassus FAQs

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1 Parnassus FAQs This document is designed to help answer frequently asked questions and resolve problems that you might encounter when using Parnassus. Please note that some of the screen shots will not be representative of the current Parnassus colouration, but they still reflect the relevant fields, windows etc. that users will encounter. Please select a link below to navigate to the related FAQ and answer. How do I log into Parnassus? My login details don t work what do I do? How do I find my learners? How do I update a learner s details? How do I find which qualifications a learner has been registered for? How do I find which qualifications a learner has been certificated for? How do I register learners? I don t know which codes to use where can I find these? My registration file has not been processed yet why not? My registration file has been rejected what do I do now? My registration file has an error or errors on it how do I rectify this? I ve got errors on my registration file, but don t know what they mean please help I have error messages on multiple lines of my registration file how to I rectify this quickly? Once I have had confirmation that a registration has been processed, can I change the registration? Can I view a summary of my registration file after it has been processed? How do I request certificates? I have error messages on my certificate request file how do I rectify this? Can I request certificates for multiple qualifications on the same grade upload file? I have requested certificates but haven t received them yet why? I am requesting certificates via quick grade entry why is the list of learners so long? I am requesting certificates via quick grade entry but can t see one or more of my learners why is this? Do I need to include a certificate request in grade upload files? I have files in my Current File List area that I no longer need how do I get rid of them? I have sent a file to the Files in Processing area but need to change it how do I do this? Can I amend a file that is in the Files Processed area? When I click on the Centres tab in Parnassus I can t save any updates I attempt to make why is this? What does the Reporting tab allow me to do?

2 How do I log into Parnassus? In order to log into Parnassus you need to have been sent login details by CYQ. If you haven t yet been sent Parnassus login details please request this via an to info@cyq.org.uk. Once you have your login details you can log into Parnassus by following this link, entering your user name and password into the appropriate sections and clicking the Log In button.

3 My login details don t work what do I do? If your login details are not working, you should first try using the Forgot Password? link on the Parnassus login page, entering your user name into the relevant section and clicking the Submit button (see below). Following this guidance should result in an being sent to you containing your new password. However, if this doesn t work please contact our Customer Support Team on so that we can either unlock your account or reset your password and send your updated login details to you.

4 How do I find my learners? You can search for your learners several ways in Parnassus. If you know their CYQ learner number you can search on this entity as illustrated below. Alternatively you can change the search filter to Name and enter the learner s name. As you can see above, you also have the option to run a search on the learner s ULN (Unique Learner Number), SCN (Scottish Candidate Number) or Post Code if this information is contained within their Parnassus learner record. Please ignore the Event Number option, as it is a redundant field. You can also use the Advanced Search Options function to expand your search parameters further. Finally, please note that you can search on a partial term by enclosing it in percentage (%) signs, as illustrated below.

5 How do I update a learner s details? After finding your learner using the guidelines on the previous page, you can open their record by clicking on the folder icon to the left of their learner number (see below). After opening the learner s record you can update the fields identified below by either typing over the existing details or selecting an option (e.g. in the Title drop-down list). Once you have updated the learner s details, close their record by clicking on Save and Close. Please note that you are responsible for your learners details, and spellings, address information etc will be reflected on the learners certificate(s) and confirmation of achievement letter(s)

6 How do I find which qualifications a learner has been registered for? A record of which qualifications a learner has been registered for can be found on the Registrations tab of their learner record. All registrations with a status of In Progress are yet to be certificated A status of Cert Due means that the learner has passed all of the necessary units required in order to be certificated for the qualification and pathway they have been registered for Transferred means that CYQ has transferred an initial registration into one for a different qualification or pathway (usually at the request of the learner s centre) Please contact CYQ if your learner s registration has a status of Withdrawn and you wish to add grades and/or request a certificate for the accompanying qualification If you are expecting to see a qualification registration on this tab and it is not present, this suggests that a registration file you have submitted has not yet been processed by CYQ, a duplicate record exists for this learner and the registration is on that record or no registration has yet been submitted to CYQ. Please contact our Customer Support Team on if you are unable to resolve such a query.

7 How do I find which qualifications a learner has been certificated for? A record of which qualifications a learner has been registered for can be found on the Certificates tab of their learner record. Details of qualification certificates printed for the learner will appear in the Certificates section Details of unit certificates will appear in the Unit section Please ignore the Partial section as this is non-applicable Please note that details of unit certificates (and in some cases qualification certificates) printed before Parnassus launched on 11/10/2010 might not appear on this tab, but all certificates printed after this date will do. If you need to query whether a learner has been certificated for a unit or qualification that does not display on their Certificates tab please call our Customer Support Team on

8 How do I register learners? Learner registrations can be submitted either by file upload or a blank import method. The blank import method involves creating a file on-screen rather than entering information into a CSV or Excel file and uploading it. Most centres register their learners through CSV or Excel file uploads, as this tends to be the quickest way of registering multiple learners for the same qualification. Our how to guide for completing registrations this way can be located here. Alternatively, if you prefer to use the on-screen method, please find our how to guide for this process here.

9 I don t know which codes to use where can I find these? All qualification, pathway and unit codes that you might need to complete registration or grade upload files can be found in the CYQ Code List. This is updated periodically when new qualifications are added to our portfolio, so the above link will always give you access to the most up-to-date copy. Your site code(s) can be found by clicking on the Centres tab and looking at the Sites section (see below). If you need to find your learners codes, you can find these by searching for the learners, opening their record and reviewing the Number field (see below). If you have any other queries relating to codes, please contact our Customer Support Team on for further assistance.

10 My registration file has not been processed yet why not? CYQ will process all valid registration files within a maximum of 5 working days. In practice the job is usually completed much quicker than this, but please bear this timeframe in mind in the first instance. If you have been waiting for more than 5 working days and your registration file has not been processed, firstly check that you have sent it through the Files in Processing area as per CYQ s standard registration guidelines. If the file is still in the Current File List area and you have not yet sent it through to Files in Processing, open the file by clicking on the folder icon to the left of the file name, check that all lines on the file are valid and click on Validate and Send (see below). If your file is in the Files in Processing area but has not been processed within 5 working days of submission, please contact our Customer Support Team on for further assistance.

11 My registration file has been rejected what do I do now? If you sent your registration file to the Files in Processing area and it has been rejected a notification will be sent to the address belonging to your user account. If you are using someone else s Parnassus user account, please contact us on so that we can set you up with a login of your own, as account details should not be shared by multiple users This message will include a reason as to why the file was rejected. If you understand the reason you should log into Parnassus, open your file in the Current File List area and make the appropriate change(s) before resending it to the Files in Processing area (see below). If you are unsure how to rectify the problem or did not receive the file rejection , please call our Customer Support Team on for further assistance.

12 My registration file has an error or errors on it how do I rectify this? If your registration file contains an error or multiple errors, this will be indicated by pink lines on the file and a value in the Invalid section of the overview dialogue box (see example below) In order to ascertain which fields of the file the error(s) relate to, click on the error report button: You can rectify these errors as outlined on the previous page, or alternatively you can delete the Parnassus file using the icon indicated below, amend your source file (if you have uploaded the registration via a CSV or Excel file) and upload it again. If you do not understand the error message, navigate to the next pages of this FAQ document for further help.

13 I ve got errors on my registration file, but don t know what they mean please help Please see below for a summary of some common error messages and how to resolve them. Centre does not allow registrations This indicates that the centre has had its approval status temporarily suspended. This might be because of financial concerns or disciplinary reasons. If you see this message please call our Customer Support Team on to discuss this further. Learner has not reached the required age limit This indicates that the learner does not meet the minimum registration age for the qualification you are trying to register him/her for (please note that most of CYQ s qualifications have a minimum registration age of 16). If a learner s date of birth is incorrect on your file and you need to update this field you should open this line of the file, update the DOB field and click on Save & Close If the learner s date of birth is correct on your file and you still see this message, please contact our Customer Support Team on for further assistance Date of Birth must not be empty The date of birth field is mandatory for all learner registrations and this message indicates that a date of birth has not been supplied. This problem can be rectified as per the example above. Continued overleaf

14 First name must not be empty The first name field is mandatory for all learner registrations and this message indicates that a first name has not been supplied. To rectify this you should open the problem line(s) on your file, update the First Name field and close the window using the Save & Close button. Last name must not be empty The last name field is mandatory for all learner registrations and this message indicates that a last name has not been supplied. To rectify this you should open the problem line(s) on your file as above, update the Last Name field and close the window using the Save & Close button. Registration date must not be empty The registration date field is mandatory for all learner registrations and this message indicates that a registration date has not been supplied. To rectify this you should open the problem line(s) on your file as above, update the Registration Date field and close the window using the Save & Close button. Continued overleaf

15 Site code does not exist The site code field is mandatory for all learner registrations and this message indicates that a site code has not been supplied. To rectify this you should open the problem line(s) on your file, choose the appropriate site from the Site drop-down list and close the window using the Save & Close button. For most centres there will only be one option in this list, but if you have multiple sites and site codes you will need to choose the appropriate site from the list Qualification does not exist The qualification code field is mandatory for all learner registrations and this message indicates that either a qualification code has not been supplied or your file contains an invalid code (please refer to our code list to view our qualification codes). To rectify this you should open the problem line(s) on your file as above, choose the appropriate qualification from the Qualification drop-down list and close the window using the Save & Close button. If you do not see the qualification you wish to register learners for in this list, please contact our Customer Support Team on for further assistance. Continued overleaf

16 Qualification not offered at this site This indicates that approval for this qualification has not been added into Parnassus for your centre (a task completed by CYQ). If you have not applied for and received formal approval for the qualification you will need to complete an additional qualification application form and send it to If you have already received official approval and see the above message or are attempting to register learners for a QCF qualification that you were approved to deliver in its NQF format, please contact our Customer Support Team on for further assistance. Registration date is before the qualification was offered at the site This indicates that the registration date provided on the file precedes the date on which your centre was approved to deliver the qualification. This field can be updated in the same way as the other examples on the previous pages of this section, but we would ask that you first call our Customer Support Team on so that we can check our records, as learners should not have started a course before official approval was confirmed by CYQ. Registration date outside of the qualification registration period This indicates that the registration date provided on the file falls outside of the qualification s operational dates. All NQF qualifications had an operational start and end date for learner registrations; QCF qualifications all have an operational start date at the point of initial regulation and are then assigned an operational end date for learner registrations at the point that the owning Awarding Organisation indicates its intention to remove a qualification from its regulated portfolio. Please follow this link for an overview of CYQ s regulated qualifications and their operational dates. If you see the above error message, firstly check that the registration date you have provided is correct or, if you confirm that the date is correct, please contact our Customer Support Team on for further assistance. Learner is already registered on this qualification This indicates that a registration already exists for this learner. You can check this by searching for the learner and looking on their Registration tab. If you need to register the learner for a different pathway on a qualification they are already registered for (e.g. the Level 2 Certificate in Fitness Instructing) please contact our Customer Support Team on for further assistance. If the error message you see is not included and explained in this section of the FAQ document, please contact our Customer Support Team on for further assistance

17 I have error messages on multiple lines of my registration file how to I rectify this quickly? If you have uploaded a registration via CSV or Excel file and there are multiple invalid lines, you can delete the existing Parnassus file using the icon indicated below, amend the original CSV / Excel document and upload it again. This can be the quickest option if the same field (e.g. qualification code, site code, registration date) needs to be updated for multiple learners, as it might be possible to copy and paste the amended information down the appropriate column(s) of the CSV / Excel file. If you have created your registration file via the blank import tool you unfortunately have no option but to open each line of the file and correct the errors (see example below). It is for this reason that file upload is the preferred method of registering learners for most of our centres. If you are unsure of how to complete registrations in this way, please follow this link to access the how to guide.

18 Once I have had confirmation that a registration has been processed, can I change the registration? As a centre user you are unable to change a registration on a learner s Registrations tab after your file has been processed. If you have made a mistake on your registration (e.g. if you have chosen the wrong qualification or pathway code) you will need to contact our Customer Support Team on for further assistance.

19 Can I view a summary of my registration file after it has been processed? After a registration file has been processed you will receive an confirming this. This will include an overview of the information on the registration file (see example below). You can also open the file in your Files Processed area and use the Summary Report button to access a summary of the file s details. You can export this summary into various formats if desired (see below).

20 How do I request certificates? You can request learner certificates in two ways: Quick grade entry allows you to create a certificate request file on-screen, and is particularly useful when requesting certificates for large groups of learners. Our how to guide for this process can be accessed here. File uploads involve entering information into a CSV or Excel file and uploading it in a similar fashion to the process for learner registrations. This can be useful if your learner management system allows you to export information quickly and easily into CSV or Excel files. Our how to guide for this process can be accessed here. Most of our centres prefer the quick grade entry option, but it is entirely your choice as to which method you choose.

21 I have error messages on my certificate request file how do I rectify this? If you have completed your certificate request via quick grade entry you are unlikely to see error messages on your file, as the steps required in order to create your file will, in most instances, either eliminate the potential errors or identify problems early (e.g. if you cannot see a learner amongst the list of active registrations in the section where you select your learner names). You are more likely to see error messages if you have imported a grade upload file. Please see below for a summary of some common error messages and how to resolve them. Learner is not registered on this qualification This indicates that the learner has not been registered for the qualification referenced on the grade upload file. Check the Registrations tab on the learner s record to view which qualifications he/she is registered for and, if necessary, open the problem line(s) of the grade upload file, amend the Qualification Code field and click on Save & Close. Continued overleaf

22 Learner does not exist in Parnassus This indicates that either you have used a learner code that does not exist in Parnassus or have not included one at all. In order to rectify this run a search for the learner, open his/her record and make a note of their valid learner registration number; you can then return to your grade upload file, open the problem line(s), amend the Learner Code field and click on Save & Close. Grade must not be empty This indicates that you have not provided a grade on your grade upload file. Each unit on the file needs to be assigned a grade of either Pass or Fail. In order to rectify this open the problem line(s) of the file as above, amend the Grade field and click on Save & Close. Assessment date must not be empty or in an incorrect format This indicates that either the grade upload file did not contain an assessment date or the date used on the file was not in the correct format of DD/MM/YYYY. In order to rectify this open the problem line(s) of the file as above, amend the Assessment Date field and click on Save & Close. Continued overleaf

23 Unit Code must not be empty This indicates that the problem line on the grade upload file did not include a unit code. In order to rectify this open the problem line(s), amend the Unit Code field and click on Save & Close. Qualification Group Code does not Exist This field will be automatically populated once all of the other mandatory information has been included on the associated line of the file. For an overview of the mandatory fields, please refer to this help guide. If you believe you have included all of the mandatory information but still see the above error message, please call our Customer Support Team on for further assistance. A suitable qualification registration could not be found. Please ensure the learner has registered on the qualification and the pathway/unit group are correct As above, this error should automatically rectify itself when all mandatory information on the file has been provided. Unit will cause the maximum credits for the pathway to be exceeded You will typically see this message if you try to request certificates for more than one qualification in the same grade upload file. Parnassus will not allow this, so navigate to the next page of this FAQ document for guidance on how to rectify this problem. Unit will cause the maximum credits for the pathway to be exceeded You will either see this message when attempting to request certificates for more than one qualification in the same grade upload file or because the learner already has pass grades for the unit(s) on the file. If the error message you see is not included and explained in this section of the FAQ document, please contact our Customer Support Team on for further assistance

24 Can I request certificates for multiple qualifications on the same grade upload file? Parnassus cannot accept grade upload files with more than one qualification on them. By default, if you request learner certificates via quick grade entry you can only choose one qualification, but if you do so via a grade upload form and reference more than one qualification you will see the an error message on your file. There are two ways to rectify this: You can simply delete the entire file in the Current File List area and amend your CSV / Excel file before uploading it again. If you choose this option you will need to ensure that you only include information relating to one qualification on your file. You can remove individual lines on your grade upload file so that those belonging to one qualification remain, whilst those belonging to other qualifications are deleted. This will allow you to retain your certificate request information for one of the qualifications on your file rather than losing the entire file. The other information will need to be transferred onto individual grade upload files, with each file dedicated to a single qualification.

25 I have requested certificates but haven t received them yet why? CYQ print certificates within a maximum of 12 working days of receiving a claim, so please bear this timeframe in mind in the first instance. If you have been waiting for longer than 12 working days for your certificates, you should check that you have sent your request file to the Files in Processing area as per our certificate request guidelines, as this is the area that CYQ controls and from which certificate requests are processed. Files in the Current File List area (e.g. below) are not processed by CYQ on the assumption that they are still being edited by the user who has created the file. Please also note that, in order for qualification certificates to be printed, learners need to be passed for all units within the qualification and pathway that they have been registered for and your grade upload file needs to contain a tick in the Request Full Certificate checkbox (see below). If you believe that you have submitted a valid certificate request file, have received ed notification that your file has been processed and have not yet received your certificates, please call our Customer Support Team on to ensure a quick resolution to this problem.

26 I am requesting certificates via quick grade entry why is the list of learners so long? The list of learners you can choose from when completing certificate requests via quick grade entry contains all learners at your centre who have an open (In Progress) registration for the qualification you have chosen during the first stage of the process. Learners will be removed from this list as soon as their registration status for the qualification is Complete or changed to Withdrawn. Certificate requests for NQF qualifications and units can produce a particularly long list of possible learner names due to the volume of learner records migrated into Parnassus from CYQ s old database, but you should find that the equivalent list for QCF qualifications and units is shorter. Please note that if you register your learners under a RegGroupCode (one of the fields in Parnassus registration files) you can narrow your search considerably by choosing this code from the appropriate drop-down list during the first stage of the quick grade entry process (see below).

27 I am requesting certificates via quick grade entry but can t see one or more of my learners why is this? The list of learners you can choose from during the second stage of the quick grade entry process outlines all learners who have an open (In Progress) registration for the qualification you have chosen on the first page. If you don t see a learner (or multiple learners) in this list that you were expecting to see, this typically indicates that either they are not registered for the qualification you have chosen or they have already been certificated for it. Firstly you should check the learners Registrations tab and, if they are registered for the qualification you want to request certificates for, restart the quick grade entry process and ensure that you choose the correct qualification title from the Qualification drop-down list (see below) If the learners records do not contain a registration for the qualification you want to request certificates for you will need to register them (something that should be done within the first 10% of the learners total course duration). If you believe the learners have already been registered for the appropriate qualification and have definitely chosen the correct qualification title during the first stage of the quick grade entry process, please contact our Customer Support Team on for further assistance.

28 Do I need to include a certificate request in grade upload files? The simple answer to the question is no, as grade upload files give you the opportunity to add grades to a particular unit or units before a learner has completed a full qualification. A good example of this is when centres that internally mark theory assessments upload pass/fail grades for their learners after marking their assessments. The process of adding grades without accompanying certificate requests can be completed either by quick grade entry or file upload, the difference being that, unlike certificate request files, no entry is made into the certificate request fields (see below). It of course goes without saying that, once learners have completed a qualification, a full certificate needs to be requested for them, but unit grades can be uploaded without any accompanying certificate requests before this time.

29 I have files in my Current File List area that I no longer need how do I get rid of them? You can remove unwanted registration or grade upload files from the Current File List area by clicking on the icon indicated below. All information that was contained on the file will be deleted, so regardless of how many grades you might have been intending to upload or learners you intended to register, none of this data will have transferred into Parnassus. Registration and grade upload data is only transferred into Parnassus after CYQ has processed a file from the Files in Processing area, so if you have a file in this area and need it to be deleted please call our Customer Support Team immediately on so that we can do this for you.

30 I have sent a file to the Files in Processing area but need to change it how do I do this? The Files in Processing area is controlled by CYQ, so as a centre user you will need to contact us in order to retrieve a file from this location and update it or delete it. CYQ can send the file back up to the Current File List area in its existing format, so if you require this please call our Customer Support Team on in order for a member of the team to assist you.

31 Can I amend a file that is in the Files Processed area? Once a file has dropped down to the Files Processed area, it is simply available for you to view as reference. All data contained in the file will have imported into Parnassus at the point that the file was processed by CYQ. If there is a mistake on a processed file that needs to be corrected or you have any other concerns about such a file, please contact our Customer Support Team on for further assistance.

32 When I click on the Centres tab in Parnassus I can t save any updates I attempt to make why is this? The information in this area is for your reference only and is controlled by CYQ. If any of the information needs to be updated (e.g. your list of contacts, your centre name) please call our Customer Support Team on for further assistance.

33 What does the Reporting tab allow me to do? This tab gives you access to a basic report that allows you to view a list of learners for your centre who have been certificated for a particular qualification. To use this report simply click on the Candidates option, select your Reg Group Code (if applicable) and Qualification and then click on View Report. Please see below for an example of this process. The report that you generate can be exported into multiple format if desired (see below). Please ignore the LearnerReport option