Arranged by what you saw, not by what is wrong. The last column is the one that
saves time: knowing whose problem it is.
| What you see |
Usually because |
Who fixes it |
| “Invalid login credentials” |
Wrong password, or the wrong email address. The message is deliberately the same for both |
You, then an admin |
| “Your access has been suspended” |
Your membership of this organisation is suspended. Your account is fine |
An admin of that organisation |
| Locked out after several tries |
Too many failed sign-ins |
An admin can unlock immediately |
| The invitation link does not work |
Single-use, and it expires. A newer email invalidates an older one |
An admin resends |
| No invitation arrived at all |
Almost always email delivery, not the account |
An admin — they can see the account and resend |
| “Auth is not configured” |
A deployment setting is missing |
Whoever operates the platform |
| Asked for a password moving between consoles |
You crossed an origin — the platform console is a separate address |
Expected behaviour |
| What you see |
Usually because |
Who fixes it |
| A course you expected is missing |
You are not enrolled, or you were moved between cohorts |
An admin |
| A cohort exists but nobody can be enrolled into it |
No courses are attached to the cohort. This is the most common setup mistake on the platform |
An admin, under Manage Cohorts |
| A course is not in Explore Programs |
It is Closed, or it is unpublished |
An admin or instructor |
| Publishing is refused |
A course needs at least one lesson, quiz or assignment |
The author |
| A course is listed but cannot be opened |
Its start date has not arrived |
Nobody — wait |
| What you see |
Usually because |
Who fixes it |
| A quiz is missing from a course |
A quiz with no questions is not shown to learners at all |
The author |
| Content saved but learners cannot see it |
The course is a draft. Saving is not publishing |
The author |
| An image does not load in a lesson |
The link points somewhere the reader cannot reach |
The author |
| A resource link opens nothing for learners |
The file is shared only with the author’s own account |
The author |
| An import is refused |
The check names the file and usually the line. Fix and re-check — checking changes nothing |
The author |
| A lesson looks wrong once published |
Tables, code blocks, images and mathematics are the four that differ. Use Student preview |
The author |
| What you see |
Usually because |
Who fixes it |
| A mark shows as a dash |
The maximum for that item is not known, so a percentage cannot be computed. It is not a zero — usually an assignment created with no maximum score |
The author |
| A total over 100 |
Bonus, on a course whose scale allows overflow. Working as intended |
Nobody |
| A grade with no letter beside it |
The course names no grade scale and the organisation has no default |
An admin, under Grading Bands |
| A mark lower than expected |
Check category weights first — attendance is commonly a quarter |
Check, then ask the instructor |
| A mark did not change after the scale was edited |
Grades are frozen when awarded, deliberately. A scale change applies from the next recompute |
Expected behaviour |
| Work graded but the learner cannot see it |
The assignment is being held back for release to the whole cohort |
The instructor |
| A submission sat unreviewed for weeks |
Nobody claimed it, or the instructor is away |
An admin, from All Submissions |
| What you see |
Usually because |
Who fixes it |
| A class is on nobody’s schedule |
It is not attached to a cohort and course |
The instructor or an admin |
| Attendance contributed nothing to a grade |
Same cause: no offering behind the class |
The instructor or an admin |
| A register shows “Not marked” |
It has not been taken. Not marked is not absent |
The instructor |
| Classes are not in a connected calendar |
Connecting does not backfill. Press “Sync my classes” once |
The learner or instructor, themselves |
| A cancelled class is still on the schedule |
Cancelled sessions are kept, with the reason, on purpose |
Expected behaviour |
| What you see |
Usually because |
Who fixes it |
| No email for something that happened |
That category is switched off in your preferences. The notification is still in the product |
You |
| No email for anything, organisation-wide |
Outgoing email is misconfigured. Use the test-send control |
An admin |
| Mail lands in spam |
Sending from an unauthenticated domain. SPF and DKIM need setting up |
An admin, with whoever runs DNS |
| Announcements cannot be turned off |
Correct. Announcements have no opt-out |
Expected behaviour |
| What you see |
Usually because |
Who fixes it |
| A branding change has not appeared |
Applied at page load. Reload, then hard-refresh. Also a short cache |
Wait, then reload |
| A custom domain will not verify |
DNS has not propagated, or a record is missing or proxied |
An admin, with whoever runs DNS |
| A custom domain is claimed but not routing |
Claimed is not verified. Pending routes nothing |
An admin |
| Semantic colours did not change |
Success, error, warning and info are fixed platform-wide |
Expected behaviour |
| What you see |
Usually because |
Who fixes it |
| “Rukia is not available on this deployment yet” |
The assistant is not configured for your organisation. Nothing else is affected |
Whoever operates the platform |
| A conversation restarted |
You changed what you were looking at. Conversations belong to a thing |
Expected — the history list has the old one |
| Generated content appeared in a course |
Somebody pressed Save. The builder never saves on its own |
The author |
Three questions that resolve most of it:
Which console and which address? “The admin console at learn.example.com”
rather than “the website”.
What exactly did the screen say? The wording distinguishes several causes
that otherwise look identical.
Has it ever worked? A thing that never worked is usually configuration. A
thing that stopped working is usually a change.
Your organisation’s support email is on the sign-in page and in its
transactional mail.