Separate access problems from content problems

A learner who gets an error or a blank page when opening a lesson, or the manager fielding that complaint from several people. Trouble shows up on the first day of an assignment, when everyone tries the link together. Guessing makes it worse: switching accounts repeatedly, or reporting a login issue as an outage.

First verify the intended account and assignment with the learning owner; then record whether the error affects one lesson or all content.

• Copy the course URL and write down the exact error text or describe the blank screen, with the time and your browser.
• In the Learning Platform, open My courses and confirm the course appears; if not, the assignment may have gone to another account or group.
• Try one other lesson in the same course: if it opens, the problem is one lesson's content; if nothing opens, the problem is access.
• Send the URL, sanitized error, browser and whether one lesson or all content is affected to your learning owner.

A fictional credit union assigns a fraud awareness course to sixty branch staff on Monday morning. Four tellers report a blank screen. Their branch manager, Sofia, asks each to try lesson two. Three can open it and one cannot open anything: two different problems.

• For three tellers, lesson two opens and only lesson one is blank, which the owner traces to a video still rendering.
• For the fourth teller, My courses is empty because the assignment went to a group she was not yet added to.
• Sofia's note to the learning owner lists both cases separately, with URLs, times and browsers, and no screenshots.

Do not share passwords, tokens or private screenshots. Avoid repeated account changes or assuming a blank screen means the lesson was deleted.

• The report distinguishes one broken lesson from no access at all.
• The course URL, sanitized error, browser and time are included.
• No password, token or screenshot of private content was sent.

If it does not work: clear the browser cache once and try again from My courses, because an old link can point to a retired lesson. If access is the issue, only the learning owner can fix group membership; if one lesson is broken, the content owner in Creation Studio can republish it. A blank screen does not mean the lesson was deleted.

Should I create a new account to get around the error? No. Assignments are tied to the invited account, and a new account will have no courses.

• Everyone on my team sees the same error. Is Elvina down? Possibly, but a group membership issue looks the same. Report it once with times and let the learning owner check first.