Troubleshooting

Arranged by what you saw, not by what is wrong. The last column is the one that saves time: knowing whose problem it is.

Signing in

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A course is not in Explore Programs	It is Closed, or it is unpublished	An admin or instructor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.