Learner Does Not See Content in Assignments
A Learner sees content only when it is published and in an active Assignment they belong to. This guide walks Administrators through both conditions, then the Reference tab, sync state, and account checks, and says what to send Skyllful if none of it explains the problem.
A Learner signs in to Skyllful Simulator, opens the ASSIGNMENTS tab, and finds it empty. Almost every case comes down to one of a small number of causes, and they are worth checking in a particular order.
What actually controls whether a Learner sees content?
Two conditions, and both have to be true.
Condition |
What it means |
|---|---|
| The content is published | Publishing makes a Lesson eligible to be delivered. On its own it delivers nothing. |
| The Learner is in an active Assignment that contains it | The Assignment decides who receives the content and when. |
Publishing a Lesson does not put it in front of anyone, and adding a Learner to an Assignment does nothing if the Lesson inside it is still a draft. When a Learner sees an empty tab, one of these two is almost always the answer.
Start with the Skyllful IQ search
Before opening Skyllful Studio, find out which Assignments the Learner is actually in. Skyllful IQ answers that in one step.
Step |
Action |
|---|---|
| 1 | Open Skyllful IQ. |
| 2 | Select the search control in the top bar. |
| 3 | Enter the Learner's first name, last name, email or employee ID. |
The search returns one result per Assignment the Learner belongs to, with their name, email and ID.
Note: The search covers every Learning Program you have access to, not just the one you are working in. So a Learner who returns nothing is either not enrolled anywhere, or enrolled in a Learning Program you cannot see. If you are not certain your access covers every program that Learner could be in, ask a colleague with wider access before you add them to anything.
If the search returns |
Then |
|---|---|
| No Assignments | The Learner is not enrolled in anything you can see. If your access covers every Learning Program they could be in, add them to the Assignment that holds the content they need. |
| Assignments you did not expect | The Learner may be looking in the wrong place, or signed in to the wrong account. Go to the account check below. |
| The Assignment you expected | The enrollment is fine. Check that the Assignment is active, then that its content is published. |
Is the content Reference material in Skyllful Simulator?
In Skyllful Simulator, a Reference Assignment does not appear on the ASSIGNMENTS tab. Reference content is looked up rather than worked through, and it has its own tab in Simulator.
Ask the Learner to open the REFERENCE tab in Skyllful Simulator. If they have no reference material, that tab reads "You do not have any reference materials assigned."
This is worth ruling out early, because a Learner whose material is all Reference content will report exactly the same symptom, an empty Assignments tab, while nothing is wrong at all.
Is the Assignment active, and are its dates right?
An Assignment delivers nothing unless it is active and its dates include today.
If |
Then |
|---|---|
| The Assignment is inactive or has been deactivated | Reactivate it if that is appropriate, then ask the Learner to refresh. |
| The start date is in the future | The Assignment has not begun. Confirm the date is what you intended. |
| The end date has already passed | The Assignment has finished. Extend it or create a new one. |
| The Assignment is active with valid dates | Move on to the publish check. |
Is the content published?
In Skyllful Studio, open the Lessons the Learner should be seeing and check the publish status of each.
If |
Then |
|---|---|
| The Lesson is a draft | Publish it if it is ready. Publishing alone is not enough, so confirm the Assignment above is active as well. |
| The Lesson is published | The two conditions are met. Move on to the sync and account checks. |
| You are not sure whether it should be published | Check with the Learning Program owner before changing anything. |
Note: A Course or Module that has been unpublished takes everything inside it out of Learners' hands, even Lessons that are published individually. If a whole group of Lessons has disappeared at once, check the Course and Module rather than each Lesson.
Has the Learner's device synced?
A Learner who has been offline may be looking at a stale copy of their content.
Ask them to open HISTORY in Skyllful Simulator and read the Last Sync time at the top of the screen. If it is old, their device has not picked up recent changes, and anything you have just published or assigned will not have reached them yet.
Ask them to connect to a reliable network, then refresh the Assignments tab.
Is the Learner signed in to the right account?
A Learner with more than one account can sign in to a profile that genuinely has no Assignments.
If |
Then |
|---|---|
| The Learner is signed in with a different account than the one you found in Skyllful IQ | Ask them to sign out and back in with the correct credentials. |
| The Learner has duplicate accounts | Raise a support ticket with Skyllful. Duplicate accounts need to be resolved rather than worked around. |
| The account matches | Everything checkable has been checked. Escalate. |
What to send when you escalate
Raise a support ticket with Skyllful and include enough detail for the Customer Experience team to reproduce what you saw.
- The Learner's full name and the email address on their Skyllful record
- The Assignment and the Lesson they should be seeing
- Whether the Lesson is published, and whether the Assignment is active with its start and end dates
- Which tab the Learner is looking at, and the Last Sync time from their History screen
- What you have already ruled out
Skyllful Knowledge Base | Administrators