# Separate access problems from content problems

The course URL, sanitized error, browser and time of failure.

## When you need this

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.

## Steps

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.

## What you should see

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.

## What to check before relying on it

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

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.

## Questions people ask

**Q:** 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.

**Q:** 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.