Subject: Technical Support in 2023
As we head into 2023, we want to make sure our customers are as well taken care of as possible. Whether you’re running reports to check up on user training progress, copying rules over for the new year, or building courses or policies, BAI has various resources to help you accomplish what you need, including user manuals, training videos, and FAQs.
As always, if you have any questions please feel free to reach out to your relationship manager for all ongoing service with BAI. We are committed to ensuring all your needs are met!
Please Note: we will be closed Monday, May 29th for the Memorial Day Holiday.
BAI will update this page if we are experiencing any system wide outages, or daily processes running outside their normal runtimes.
Overall LMS Status: We are not currently experiencing any system wide outages.
- Rules – Normal
- Emails – Normal
- HRIS – Normal
- Login – Normal
- Report Subscriptions – Normal
- Launching Content – Normal
Subject: Bug Fixes
BAI conducts bi-weekly maintenance releases to our Learning Management System to provide customers the best possible experiencing using our Learning Manager. These maintenance releases include new feature enhancements as well as bug fixes. The following information serves to help clients stay up-to-date. The 5 most recent bug fixes include:
- 03/01/23 – fixed an issue where some TAs couldn’t deactivate certain users’ profiles.
- 02/14/23 – fixed an issue in the Rule Compliance Report (RCR) where, when exporting the report it would display a date instead of “Yes/No” under the Overdue column.
- 02/01/23 – fixed an issue where some users would get a registration error launching BAI documents in certain instances.
- 12/14/22 – fixed an issue where some TAs were getting a “Cannot change Start date after processing” error attempting to Save rules. (additional cleanup ran on 12/19/22).
- 11/30/22 – fixed an issue where copying a rule and copy/pasting dates under the “Assign On” field prevented some TAs from being able to save their rule.
Tip #1: Use unique Assessment Screen names to avoid duplicating results under the I-Design Course Summary Report
When creating an I-Design course, please make sure to use unique Screen Names for Assessment Screens (example: Question 1, Question 2, etc.). When creating a new Assessment Screen it’s titled “New Assessment Screen” by default, but leaving the name as is for all your questions may cause duplicating results in the I-Design Course Summary Report. The reason is because the Screen Name for Assessment Screens is the unique identifier, used to distinguish the questions in this report. If you have mistakenly used the same name across Assessment Screens, any completions taken up until now will not retroactively fix in the report after updating and re-publishing the course in I-Design; however, fixing it will ensure it does not happen for users’ future attempts.
Note: this does not affect other reports like the Training Data Report, Quick Status Report, or Rule Compliance Report. This only affects the question-level analytics report – “I-Design Course Summary Report.”
Tip #2: Follow BAI’s I-Design Video Requirements
Some users are experiencing issues with I-Design courses opening to a “loading…” message on the first page. In this situation, an I-Design course will preview fine within the I-Design editor, but viewing within the catalog after it’s published (or even when using the Publish Preview feature) results in a “loading…” message on the first page. The person viewing the course also cannot navigate to the next page. The issue can be attributed to an improper video file name (examples: containing special characters, more than 25 characters long, etc.) Correcting the file name, re-uploading the video(s), and re-publishing should resolve this issue.
In general, we recommend the following for videos:
- Video container file format MP4 (aka ISO/IEC 14496-12 format)
- “Fast start” option enabled (aka MOOV atom placed at start of file)
- No spaces in filename, dashes or underscores instead, max 25 characters, filename ends with “.mp4”
- Video codec: H.264 High profile (aka AVC)
- Video max resolution 1280×720
- Max video frame rate 30 fps
- Recommended video bit-rate 1-2 Mbps
- Use quality-based variable bit-rate encoding for best results (for example use the –crf 23 option in X.264-based encoders like ffmpeg or handbrake)
- Audio codec: AAC
- Audio sample rate 48 kHz, 44.1 kHz, or 24 kHz
- Max 2 audio channels (stereo)
- Audio bit-rate 64-128 kbps
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I have dealt with many of the BAI Support Specialists over the last 2 years. To a fault they are incredibly competent, helpful, patient individuals. I have no idea how you put together such an amazing team. Your training software is great, I enjoy the use of the platform. I must be honest though, without the incredible support of the product on the back end by your support team, I’ve got nothing. Support rules with SaaS, and certainly dictates any thought of a continued relationship.”
Your support team is always very helpful and courteous. Great service from everyone at BAI as always!
I have spoken from time to time with probably all of your customer support specialists. They have always given excellent customer service. I have worked with other companies and can say without a doubt that this group is highly professional and always makes sure that the I am satisfied. I give them 10 stars… It is a pleasure working with them.
BAI was helpful and wonderful to work with. I appreciate their professionalism and willingness to help me. The person who was doing the BAI admin here at the bank quit recently and there was not much training prior to her leaving. This helped me out of a bind in a situation that was immediate.