Common issues: content distribution

When a capsule is missing, a button does not appear or a learning path can no longer be found, the issue usually comes from a missing link between the capsule, the learning path, the group and the learner.

This page covers the most common situations, explains what to check and in which order, and points you to the relevant settings. For an overview of how content distribution works, see Understand content distribution.

The learner cannot see the capsule

This is one of the most common distribution issues. Check the following points in this order.

1. Is the capsule Online? A capsule in Draft, Pending publication, Under review or Rejected is not available to learners.
2. Is the capsule included in the learning path you distributed? When a capsule is removed from a learning path, learners immediately lose access to it through that learning path. No notification is sent. See Model 2: distributing content through learning paths.
3. Is the learning path associated with a group the learner belongs to? A parent group does not automatically give access to its sub-groups, and a deactivated group no longer distributes content. However, a group can still receive a learning path associated with another department.
4. Does the capsule have a visibility or activation condition? Even if the capsule has been distributed correctly, it may remain hidden or unavailable if its conditions have not been met. See Visibility and activation conditions.
5. Has the app been refreshed? Access rights are not always updated in real time. Refresh the list or restart the app after changing distribution settings.

I am an administrator, but I cannot see the content in the app

Back-office administration permissions do not automatically give you access to learner content.

To view content in the app, your account must belong to a group that has access to it, just like any other learner.

You can also check a learner’s experience by opening their session from the Login column.

💡 Good to know: logging in as a learner updates their last login date. Their account will therefore no longer appear as never having logged in. To learn more, see Log in as a learner.

A learner can see a capsule that was not distributed to them through a learning path

A capsule can be made available in ways other than through a learning path associated with the learner’s group.

Check the following three mechanisms:

• The capsule is available in a catalog. A selected option under Display in the catalog of can make the capsule available across the entire selected scope, regardless of groups. See Model 1: global distribution.
• A custom distribution rule targets one of the learner’s groups. A rule matching one of their groups may be enough to give them access to the capsule. See Model 3: custom distribution by group.
• The capsule is accessible through a link, QR code or barcode. See Distribute by link, QR code or barcode.

⚠️ With custom distribution, if several rules match the same learner, only one is applied. Also check any conditions left empty in the configured rules.

The capsule cannot be published or saved

When publishing, the message The capsule is not in any learning path and is not attached to any catalog means that no distribution method has been configured.

To publish the capsule, associate it with at least one of the following:

• a learning path;
• a catalog through Display in the catalog of;
• a Custom distribution rule containing at least one group.

A capsule that is already Online may also become impossible to save if its configuration contains an error. The buttons then remain inactive and a tooltip explains that you can unpublish the capsule in order to save it.

Fix the issues listed under Warning, your capsule is incomplete, or use Unpublish capsule.

To learn more, see Publish and unpublish a capsule.

A button or setting does not appear

When a permission has not been granted, the related button, tab or menu item usually disappears entirely rather than appearing disabled.

A feature that has not been enabled on the account can produce the same behavior. To identify the cause, see Why can’t I see this feature?.

If a group or learning path is missing from a list, also check:

• the department you are currently working from;
• Restrict to selected learning paths;
• Restrict to selected groups.

⚠️ Lists configured in a permission model are not updated automatically when new groups or learning paths are created.

The Distribution tab of a learning path is an exception: if you do not have permission to edit the learning path, the tab remains available but is displayed in read-only mode. To learn more, see Who can distribute what?.

A group cannot be removed from Standard access

If the back office displays the message You cannot remove promotion groups from learning path access, the group is still being used by a campaign or recommendation.

Remove the promotion from the Promotion section first, then remove the group from Standard access.

A recommendation can also automatically add its target groups to Standard access. When deleting the recommendation, two options let you decide what happens to that access:

• Delete and keep access;
• Delete and remove access.

To learn more, see Recommended learning paths.

A learning path has disappeared from the list

A learning path is not deleted from the list: it is deactivated.

Click View deactivated learning paths to open the Reactivate deactivated learning paths window and find the relevant learning paths.

⚠️ Deactivating a learning path does not remove its distribution settings. When it is reactivated, it immediately becomes available again to the groups included in its Standard access.

Before reactivating a learning path, check its content and the groups it is associated with.

A learning path removed from a permission model restricted to selected learning paths is not automatically added back when it is reactivated.

To learn more, see Deactivate and reactivate a learning path.

Content is not displayed in the expected order

An Order field left empty is treated as 0. It therefore appears before learning paths assigned the values 1, 2 or 3.

The Order field is therefore mainly useful for moving a learning path further down the list.

To learn more, see Set learning path order.

The order of capsules within a learning path also depends on how they were added:

• a capsule associated through Select learning paths in the capsule editor is added without a position and may appear before the others;
• a capsule added from the learning path’s Content tab is placed at the end of the list.

You can then reorder the content by drag and drop. See Organize the content of a learning path.

Learn more

• Understand content distribution: compare the different distribution models and identify which one your content is using.
• Who can distribute what?: understand which permissions determine the groups, learning paths and actions available to you.
• Common issues: my learners cannot access their content: troubleshoot issues related to the learner account or group membership rather than the content itself.