Follow the guidance on this page to resolve common WEST integration issues. For any other issues, contact Tribal Support.
Neither workflow can connect to WEST2
Check that:
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The client ID is correct.
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The client secret is correct and has not expired.
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The API base address is correct.
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The app registration is active.
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Enable WEST Integration is set to Yes.
If the client secret has expired, enter the replacement secret and check the next workflow run.
A learner is not created in WEST2
Check that:
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WEST Integration Enabled is enabled for the correct organisation.
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The WEST2 API URL and credentials are valid.
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The learner has an email address.
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The learner has a qualifying enrolment or application.
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The learner is not recorded as a member of staff.
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The Learner Provisioning workflow is enabled and scheduled.
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The workflow has run since the learner became eligible.
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No WEST2 account already uses the learner’s email address or username.
An email address or username already exists
The WEST identity service requires email addresses and usernames to be unique across all organisations.
If the learner’s email address or username is already registered, update or remove the existing WEST2 account as appropriate before processing the learner again.
Take care before deleting an account. Confirm that it is a duplicate and follow your organisation’s data-retention and account-management procedures.
The organisation, centre or group is not recognised
Check that the values in EBS exactly match existing values in WEST2.
If a required value does not exist, ask the appropriate WEST2 administrator or Tribal to create it. Update the EBS settings only after confirming the values to use.
Synchronisation stopped after a learner was transferred
If a WEST2 administrator transfers a learner to another organisation, the learner no longer matches the organisation configured in EBS.
Either:
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Transfer the learner back to the organisation configured in EBS.
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Follow the approved organisation-change process if the learner should remain in the new organisation.
Do not change the configured organisation solely to correct one learner.
Synchronisation stopped after the organisation setting changed
Changing the organisation in institution settings can break the association with previously provisioned learners.
EBS might then treat the learners as missing from WEST2 and try to create them again. The WEST identity service prevents this if their email addresses or usernames are already registered.
To resolve the issue:
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Restore the original organisation value.
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Transfer the affected learners to the newly configured organisation in WEST2 by following the approved transfer process.
Assess the impact on all provisioned learners before changing the organisation setting.
A duplicate learner appears to have been created
Check that:
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The learner has an LN02.
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The LN02 is correct in both systems.
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The learner is associated with the correct organisation.
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The EBS and WEST2 records were linked successfully.
WEST2 uses the learner’s LN02 within the same organisation when identifying an existing learner during a provisioning retry.
A learner’s changed details are not shown in WEST2
Check that:
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The change was made in EBS rather than WEST2.
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The changed field is supported by the integration.
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The Learner Provisioning workflow has run since the change.
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The learner’s EBS and WEST2 records remain linked.
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The workflow did not report an error for the learner.
Changes made directly in WEST2 are not copied back to EBS.
An initial assessment result is not shown in EBS
Check that:
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The learner has been provisioned to WEST2.
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The assessment is complete.
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The correct course is assigned to the learner in EBS.
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The LN02, username and course code are valid.
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The Initial Assessment Results Polling workflow has run.
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The workflow did not report an error for the learner.
A result does not include a detailed breakdown
Check whether a WEST2 administrator entered the result directly.
For an administrator-entered result, the integration records only the overall result and course code. It does not record the detailed skill or category breakdown.