CSA SOP: Course Not Available / 404 Error on ImagingCampus

Issue Reported: User is unable to enroll in a course that should be available on their ImagingCampus as assigned by their Campus Administrator.

Step 1: Follow-Up Questions for the User

The CSA should follow up with the ImagingCampus user and ask the following:

• Are you able to find the course in the course directory?
• When you click on the course, do you get a “404 – Page Not Found” error?

Step 2: CSA Validates the Issue Internally

1. Login to the client’s ImagingCampus WordPress Admin Panel (/wp-admin).
2. Search for the course in question via the course catalog or “My Courses”.
3. Attempt to launch or enroll in the course as a test user or admin.
4. If you encounter the same “404 – Page Not Found” error, proceed to Step 3.
5. If the issue cannot be replicated, escalate to the Client Success Manager.

Step 3: How to Correct the Issue (Redeploy Package)

Once the issue is verified, follow these steps to correct it:

1. Login to the AltusLearn Network Admin Backend.
2. Go to: My Sites → Network Admin → Sites.
3. Search for and open the client’s ImagingCampus site.
4. In the left-hand admin menu, click “Package Management”.
5. Locate the “Imaging Professional” package.
6. Select “Package Sites”.
7. Find the client’s ImagingCampus in the list.
8. Uncheck the box next to their campus and click Update.
9. Then, re-check the campus and click Update again.
10. Return to the client’s ImagingCampus site and verify that the course now launches properly.
11. If the issue persists, notify the Client Success Manager for further support.
12. Once resolved, email the client confirming the issue has been fixed.

✅ Final Step: Notify the Client

Send a confirmation message to the client (and their administrator if applicable), confirming the course is now accessible and ready for use.