Skip to main content

Troubleshoot common problems

Start with the exact account, course, and action involved. An administrator may be able to open something that an ordinary learner cannot. Reproduce the problem with the affected role before changing course rules.

A learner cannot find or open a course​

Check publication, active enrolment or access, course dates, and prerequisites. Confirm the person signed in with the account associated with the purchase or assignment. For organization learning, check membership, course release, assignment, and seat availability.

See enrolments and organization learning.

An order is paid but access is missing​

Review the order's customer account and exact product or variation. Confirm that the paid course setting and mapping were saved, and that the background account may enrol learners in that course.

Check event processing and reconciliation. A browser return from checkout is not payment confirmation. Use the appropriate EasyCommerce or WooCommerce guide.

A refund did not remove the course​

Check whether it was a full course-line refund, a partial adjustment, or a fee-only refund. Look for another valid purchase, organization assignment, or manual grant. Access may correctly remain through that other source.

See refund behaviour.

Start or resume gives a 404​

On WordPress, save Settings → Permalinks once and check for conflicting page addresses. On Joomla, check the learning menu and generated course route. Use the current link generated by VidyaLMS rather than a manually copied URL from another installation.

If ordinary learning pages work but one course fails, check that course's publication and route before resetting site-wide settings.

Next is unavailable​

Read the next lesson's requirement. A pending or failed assignment does not count as approved. Confirm that the latest attempt has a passing approval, that required quizzes are passed, and that dates and other access conditions are satisfied.

Use the intended progression rules; do not make an assessment a free preview to work around the gate.

A photo or PDF will not upload​

Check allowed extensions, per-file size, file count, server upload limits, storage space, and folder permissions. Reducing a very large phone photo can help identify a size limit. Do not rename a different file format to a permitted extension.

For a failed download, confirm access and reopen the lesson to obtain a fresh expiring link. See files and storage.

Notifications do not arrive​

Check the channel, rule, published template, recipient, preferences, suppression state, and queue result. Then check the CMS mail setup and external delivery feedback. A queued item, a successfully sent item, and an email in the inbox are different stages.

See notifications.

A certificate or report stays pending​

Check the originating job and System health. Verify the scheduler is running and that its process can access private storage. For a certificate, also check course completion and the published template.

AI refuses to run​

Check site enablement, the helper switch, the enabled task route, policy acceptance, permission, budget, and the global stop control. A zero per-run ceiling is not unlimited. See AI setup.

The page is too wide, crowded, or uses the wrong theme​

Check the CMS template's content container and VidyaLMS's header/navigation settings. Avoid stacking full-width wrappers. Review both the template's selected theme and the system/browser color preference when checking dark mode.

If only old styling remains, clear the relevant asset cache and reload. Do not edit generated scripts or globally disable the site's accessibility focus styles. See learner experience.

A setting will not save or a control is missing​

Check permission and installed add-ons. If another administrator changed the settings, reload the current version before applying your change again. A connection requiring credentials may remain unavailable until its setup is complete.

See the feature reference. For further help, provide the CMS and extension versions, page, account role, steps, time, and displayed error. Remove passwords, tokens, payment details, and unnecessary learner data from screenshots.