When users pass into Echo360 from an LMS, their email address is used to generate and/or link their LMS user accounts to an Echo360 user account. At this point, the user is given an LMS User ID in Echo360 that identifies this user as being a particular user coming from a particular LMS instance.
In some (but rare) cases the email address for the LMS user gets linked to the wrong LMS User on the Echo360 side. Sometimes the email address changes for the LMS user and the re-linking fails. Sometimes a different pass-through error occurs that cross-links to the wrong email address.
What happens then is that user A logs into the LMS and passes into Echo360, but Echo360 identifies them as user B.
If this happens, Echo360 provides a method for resetting the LMS account for the Echo360 user. This removes ALL LMS User IDs from the user's account. The user has a new LMS User ID assigned to them the next time they access Echo360 through the LMS.
In the above scenario, resetting the LMS account for user B should be sufficient, but you can reset both user accounts.
Doing so has no negative effects on user accounts or their ability to access Echo360. However, if you are not sure whether this action is appropriate or will solve your problem we strongly encourage you to contact Echo360 Support to discuss it with them.
To reset an LMS user account
No Reset LMS Accounts option? If you do not see a Reset LMS Accounts option for this user, it means that we have no indication the user has ever come into Echo360 through an LMS. If the user has been cross-linked to a different user-email address in Echo360, find that user and attempt these steps. Otherwise, contact Echo360 Support for assistance.
- Log in as an administrator
- Navigate to the Users tab.
- Filter or search for the user whose account must be reset.
- Click the chevron located on the far right side of the user row, as shown in the below figure.
- Select Reset LMS Accounts from the chevron menu.
- Review the warning and click OK to continue.
The LMS User ID has been removed from the user. A new one will be assigned the next time the user enters Echo360 from the LMS. This should resolve any incorrect or cross-account linking issues for the user.