Why do some users' email addresses in Thrive not match those in our HRIS and what are the risks or implications of manually updating them to match?
The email mismatches occur because changes weren’t properly synced with the HRIS. Manually updating emails in Thrive risks creating discrepancies since emails are unique identifiers. Audit logs can track changes if you have access, but the best solution is to fix the data directly in the HRIS to keep everything consistent.
Why are start dates displaying in a different format than they are stored?
Dates are consistently stored in the database in a universal format (e.g.,YYYY-MM-DD). However, the front end of the platform displays these dates based on the user's configured language and regional settings. So, while the underlying data remains the same, its presentation changes to match localisation preferences (e.g., MM/DD/YYYY for US English, DD/MM/YYYY for UK English).
Why isn't the date format I'm sending for user data appearing correctly in Thrive?
Thrive requires user data, such as hire dates, to be sent in a specificYYYY-MM-DD format. If data is sent in any other format, it will not be accepted or displayed correctly.
How are Thrive user profiles and access provisioned and managed using Azure?
Thrive integrates with Azure for user profiles and access:
User provisioning: Your Azure tenant pushes user profiles (creation, updates, deletions) to Thrive using SCIM. Your IT team configures which users are provisioned within Azure.
Access authentication: Users gain access via SAML SSO through your Azure Identity Provider. This access is typically controlled by security groups set up in your Azure tenant.
Can Thrive access be granted to users using personal email addresses?
Yes, Thrive access can be granted to users using personal email addresses.
A Super Admin can manually create these accounts. Users will then log in with a username and password directly at your Thrive login page (e.g., https://yourcompany.learn.link/login), bypassing SSO.
How can I bulk update user details in Thrive using a CSV file?
To perform a bulk update of user information in Thrive using a CSV file, follow these steps:
Request an all-user report: Submit a request using this form to obtain a comprehensive report of all your current users.
Note: This report can take up to 20 working days to be delivered.Download upload template: In the Thrive menu, go to Manage > Users > Upload and click Download a sample CSV template to get the correct format for your update file.
Prepare your data: Use the all-user report (from step 1) to populate the downloaded CSV template (from step 2) with the updated user information you wish to apply.
Upload updated file: Return to Manage > Users > Upload in Thrive and upload your prepared CSV file to process the bulk updates to the user accounts.
Is it possible to suspend a user via API POST call when their status is 'new'?
Yes, it is possible to suspend a user via an API POST call even if their status is 'new', provided they exist on the platform.
Will a Thrive user account be deleted if they are no longer on the Active Directory (AD) feed?
No, a Thrive user account is typically not automatically deleted just by being removed from an AD feed.
Most often, if a user is moved out of the AD provisioning scope, their account will be suspended/deactivated. This means they can't log in, are removed from audiences, and unassigned from content.
Full deletion (with data anonymisation) only occurs if the "Delete" action is specifically enabled in your AD provisioning setup. In this case, deletion happens after AD removal.
How are returning Thrive users managed to ensure a new account, and what does "deleted user" signify in reports regarding this process?
To ensure returning Thrive users get a new account, the "Delete" action must be enabled in your Azure provisioning settings. This configuration in Azure dictates how user deletions flow into Thrive.
When a user is deleted from your Active Directory (AD) with this setting active, their Thrive account is immediately deactivated and then fully deleted (with identifiable data anonymized). If the user later returns, a completely new Thrive profile will be created for them.
The term "deleted user" appearing in reports signifies that a user's profile has undergone this full deletion and anonymization process within Thrive.
Can more than one manager access the Manager Dashboard for a user?
No, more than one manager cannot access the full Manager Dashboard for a user.
That dashboard view is currently restricted to a user's direct line manager and those in the established management hierarchy. While Thrive allows for "Additional Managers" with specific permissions (like viewing learning records or managing goals for an audience), this doesn't include access to the complete Manager Dashboard.
When does the activation link for Thrive profiles expire?
The expiration length for Thrive activation links is configurable by your administrators.
Your Admin team can set this period in Thrive by going to Dashboard > Configure > Security and checking the Unique URLs Expiration section. The exact duration depends on your specific Thrive configuration.
Can Thrive identify who deleted an event?
Yes, Thrive can identify who deleted an event. This information is stored in system logs for up to two weeks. To investigate, please submit a Support request and include the URL of the deleted item, along with the event occurrence's details, date, and time.
Can users grant temporary, non-admin access to their Thrive staging platform, and how?
Yes, your administrators can grant temporary, non-admin access to your Thrive staging platform.
They simply create a new user account on staging and assign the desired permission levels. Users will set their own password upon activation if not using SSO.
Note: For users also on production via SSO, their staging SSO status might need to be set to FALSE via CSV to enable password login.
Is a reference code necessary for manual training completions on @thrivelearning.com accounts?
No, a reference code is not required; manual completions can be uploaded using the user's email address if the reference code column is removed from the CSV file.
What's causing training sessions to close mid-way and block user access?
Training sessions may close and block user access due to:
- Session management: Thrive's authentication token may expire if a session is idle for too long.
- Browser/network compatibility: Unsupported browsers or necessary domains not being allowed by network settings can interfere.
- SCORM course handling: Improperly closing SCORM content can disrupt the session.
How can team members access Thrive's Zendesk support?
To grant team members access to Thrive's Zendesk support, contact your Customer Success Manager (CSM) with their email addresses.
What is the process for receiving password reset links after a staging site refresh?
Raise a support ticket with the Technical Support team.
How does Thrive handle updating employee records with recycled email addresses, especially when the previous user is inactive?
If you encounter an error when updating an employee's record with a recycled email address (previously used by an inactive user), it's due to a data conflict.
To resolve this, you must submit a support ticket. Provide the recycled email, details of both the new and previous users, the exact error message, and your update method (e.g., API). Our team will investigate and assist in resolving the conflict to ensure accurate user data.
How can I set up Thrive access for contractors?
You will need to create user accounts for your contractors. You can do this by:
- Manually creating individual accounts: Ensure the Single Sign-On (SSO) setting is set to FALSE for these users.
- Using a CSV upload: If creating accounts in bulk, make sure the SSO column in your CSV file has FALSE for all contractor entries.