FAQ

I cannot access the Director Portal after logging in

After logging in, Facility Directors are automatically redirected to the Director Portal at /director-portal/. If you land on a different page:

1. Look for the Director Portal link in the main navigation.
2. Go directly to lanternacademy.com/director-portal/.
3. If neither works, contact the Lantern support team — your account may not have Director role assigned yet.

A technician is not showing in the Progress tab

If a technician you expect to see is not listed in the Progress tab:

1. Confirm with the technician that they received their welcome email and have logged in at least once.
2. Contact the Lantern support team with the technician’s name and email address to confirm their enrollment status.

A technician’s progress is stuck at 0%

If a technician shows 0% completion and has been enrolled for more than a few days:

1. Confirm they received their welcome email and have successfully logged in.
2. Ask them to confirm they can see the course on their dashboard after logging in.
3. If they can see the course but cannot progress through it, ask them to submit a support request describing what they see.

A certificate is missing from the Certificates tab

1. Check the Progress tab and confirm the technician is showing 100% completion.
2. If they show 100% but no certificate appears, contact the Lantern support team with the technician’s name and email address.
3. If they are not at 100%, the certificate will appear automatically once they reach full completion.

A technician says they cannot find equipment or workflows

This usually means the equipment or workflow has not been assigned to your facility yet, or the technician has not completed their course (library access requires course completion).

1. Check the Progress tab to confirm the technician has 100% completion.
2. If they are complete and still cannot find a specific item, contact the Lantern support team. Describe the equipment or workflow they are looking for — the team will check your facility’s configuration.

I need to add or remove a technician from my roster

Roster changes are made by Lantern administrators. Submit a support request with the technician’s name, email address, and whether they should be added or removed. See Roster & Enrollment for full details.

The progress emails are not sending

1. Check the Emails tab and confirm the master on/off toggle is enabled.
2. Confirm the schedule is set (weekly or monthly).
3. Progress emails stop automatically when all technicians have completed the course. If your cohort is 100% complete, no more emails will be sent.
4. If the toggle is on and the schedule is set but emails are not arriving, check your spam folder, then contact the support team.

My facility details are incorrect

Facility details (name, code, equipment access) are managed by Lantern administrators. To request a correction, submit a support request describing what needs to change.