Managing participants
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      3. Managing participants

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

      If some of your participants 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 participant

      Troubleshooting Steps :

      1. Check the spam folder: In most cases, the email may be in the spam folder. Ask the participant to check and search for an email from noreply@teachup.com.
      2. Confirm the assignment: Ensure that the participant 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 participant 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 participants 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 participant 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 participant is listed among authorized users.
      4. Check the participant limit: Verify that the maximum number of participants 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 participant’s internet connection is stable and fast enough to load the page.
      3. Try reconnecting: Ask the participant 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 participant forgot their password

      Troubleshooting Steps :

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