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Common Issues

This guide covers the most frequently encountered issues and their solutions.

Login Issues

Cannot Log In

Symptoms: Incorrect password error or account not found.

Solutions:

  1. Click Forgot Password to reset your password.
  2. Check that you are using the correct email address.
  3. Clear your browser cache and cookies.
  4. Try a different browser or incognito/private mode.
  5. Check if your account has been deactivated by the admin.

Two-Factor Authentication Issues

Symptoms: 2FA code not working.

Solutions:

  1. Ensure your authenticator app's time is synced (check phone settings).
  2. Use a backup code (provided when you set up 2FA).
  3. Contact support to reset 2FA on your account.

Content Access Issues

Course Not Appearing

Symptoms: Enrolled student cannot see a course.

Solutions:

  1. Verify the enrollment in Students → Enrollments.
  2. Check if the course is published (draft courses are not visible to students).
  3. Check if access has expired.
  4. Clear the student's browser cache.

Video Not Playing

Symptoms: Video shows loading spinner or error.

Solutions:

  1. Check internet connection speed (minimum 2 Mbps recommended).
  2. Try a different browser (Chrome recommended).
  3. Disable browser extensions (especially ad blockers and VPNs).
  4. Clear browser cache and cookies.
  5. Check if the video is still processing (shows "Processing" badge).

See Video Upload Issues for more video-specific troubleshooting.

Email Delivery Issues

Students Not Receiving Emails

Symptoms: Registration confirmations, purchase receipts, or campaign emails not delivered.

Solutions:

  1. Ask the student to check spam/junk folders.
  2. Verify the student's email address is correct.
  3. Check your email sending limits in Settings → Email.
  4. If using a custom domain, verify SPF, DKIM, and DMARC records.
  5. Check the email delivery log in Marketing → Email → Delivery Log.

Performance Issues

Dashboard Loading Slowly

Solutions:

  1. Clear browser cache and cookies.
  2. Check your internet connection.
  3. Try a different browser.
  4. If persistent, contact support — there may be a server-side issue.

Was this page helpful? Contact us at support@euronsystems.com