Convergence Mobile Apps: Troubleshooting Problems Registering Your Device – Convergence Training Support Center

INTRODUCTION

If you encounter any of the following issues when trying to register your device, see the following suggestions for a resolution:

This error indicates there was an error in the URL address typed.

Follow these steps to resolve:

Click OK.
Verify that the URL is typed EXACTLY as provided, including letters and symbols, no spaces, and no space or text after the “.com”. For example: https://acme.convergencetraining.com
Verify the the URL includes the letter “s” and the ":" colon follows “http:”. For example, https://acme.convergencetraining.com
Verify that the URL includes two “//” forward slashes. For example, https://acme.convergencetraining.com.
Instead of manually entering the URL, you can also try to use the Scan option, but will need to obtain a QR code to scan from our Support team.
If you continue to receive the error, please contact our Support team at support@ConvergenceTraining.com or (800) 385-3693.

This error indicates that the access to the camera has been prohibited.

Steps will be different for different devices and device operating systems. Follow these general steps to resolve:

Consult your device-specific instructions to enable the camera or how to enable the ability to Scan QR Codes. This is typically done via your device Settings.
Consult your device-specific instructions to allow app access to camera for each desired Convergence Mobile app: Convergence Learn, Convergence Credit, Convergence Search, or Convergence Incident.
Return to the desired app and follow steps to Register Your Device.
If you still cannot scan the QR code you can always enter the URL manually.
If you still cannot register, please contact our Support team at support@ConvergenceTraining.com or (800) 385-3693.

This error indicates that the mobile app you are trying to register has not been enabled in your LMS.

Please contact our support team at support@convergencetraining.com to resolve.

This error indicates that seats have not been pre-purchased by your company.

Follow these steps to resolve:

To purchase a seat: Click YES and follow the on-screen prompts to purchase a seat. Please refer to the Convergence Mobile Apps: Installation Instructions article for more details on how to register.
To cancel: Click NO and contact your LMS Master Administrator to request pre-purchasing licenses. If you are the LMS Master Administrator, please contact your sales representative and they will be happy to assist you.

This error indicates that the current subscription has expired. This could be two issues:

Perform any one of the following actions to resolve:

To purchase a seat: Click YES and follow the on-screen prompts to purchase a seat. Please refer to the Convergence Mobile Apps: Installation Instructions article for more details on how to register.
Renew your subscription: Contact your Sales Representative to renew your subscription.
Contact Support: If you feel this is an error, contact our Support team at support@ConvergenceTraining.com or (800) 385-3693. They will be happy to help you resolve this issue.

This error indicates that the Username and/or Password entered are not recognized. This could be two issues:

You may have entered your username and password incorrectly.
You may not be set up as a user in the LMS.
Check the Registration URL matches your LMS web address. Refer to the Unable to Verify Registration section for the required format of this address.

Follow these steps to resolve:

Click OK.
Re-enter the Username to verify that it is correct.
Note: This is the SAME username that you use to login to the LMS on a computer. It is not case sensitive.)
Re-enter the Password correctly.
Note: This is the SAME same password that you use to login to the LMS on a computer. It IS case sensitive.
If you continue to receive the error, please contact our Support team at support@ConvergenceTraining.com or (800) 385-3693.