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How to troubleshoot learner access issues for a course, assessment, or training path

If some of your learners encounter difficulties accessing a course, assessment, or training path you have shared with them, follow the troubleshooting steps below to resolve the issue.

Table of Contents

The assigment email is not received by the learner

Troubleshooting Steps :

  1. Check the spam folder: In most cases, the email may be in the spam folder. Ask the learner to check and search for an email from noreply@teachup.com.
  2. Confirm the assignment: Ensure that the learner has indeed been assigned to the relevant activity. Without assignment, the email will not be sent.
  3. Verify account creation: If a live link was sent, confirm that the learner has completed their account creation by clicking on "Create an account" upon reaching the activity’s homepage.

An error message appears when accessing the activity

Troubleshooting Steps :

  1. Check the login link: Make sure learners are using the correct link to access their activity. A correct link will contain "spoc" or "play," unlike links from the authoring studio.
  2. Confirm the assignment: Confirm that the learner is assigned to the specific activity. Without assignment, access will be impossible.
  3. Verify access restrictions: If access restrictions have been applied, make sure the learner is listed among authorized users.
  4. Check the learner limit: Verify that the maximum number of learners has not been reached. If it has, contact support to increase capacity.

The Teach Up page loads indefinitely

Troubleshooting Steps :

  1. Verify the course’s existence: Ensure that the course or activity still exists. If it has been deleted, the link might lead to an endless loading page or an error.
  2. Check internet connection quality: Verify that the learner’s internet connection is stable and fast enough to load the page.
  3. Try reconnecting: Ask the learner to reconnect after a few minutes. Sometimes, this resolves the issue.
  4. Contact support: If none of the above solutions work, contact our support team for further assistance.

The learner forgot their password

Troubleshooting Steps :

  • Reset the password: Prompt the learner to click "Forgot password?" on the activity’s login page. A link to reset their password will be sent to them by email.