App: Why am I not seeing the course(s) I expect in the App?

INFO: Users are unable to check for ‘lost’ courses, only Admins can do this. The two reasons for a course not being visible are if the content is not targeted to the user, or the content visibility is not configured for the user to access by using an App.

     1. SCRIPT: In order for me to investigate, I just need to take some 
         information from you:

          a. Please can I have your full name?

          b. What course(s) are you meant to have access to?

          c. I can check to see if your account has access to the course.

     2. ACTION: In the NAVIGATION section click Users.

     3. In the users pane, in the Search box, type the users full name, and then
         click the magnifying glass icon.

     4. In the results pane, click the users full name. If there are multiple results
         then you can use other criteria in the Search box to identify the correct
         account. 
              e.g. you could use the user’s email address as a search criteria.

     5. In the user pane, click Content. 

     6. Use the search and filters to verify that the user has access to the content. 

     7. If the content is not present, complete the following sub steps:

          a. SCRIPT: I can see that you do not have access to this content. I will
              escalate this issue on your behalf.

          b. ACTION: If the user believes they should have access then escalate to
              the content owner. Do not continue with the remaining steps.

     8. If the content is present, complete the following sub steps:

          a. SCRIPT: I can see that you have access to the content. It may be that
              the content is not available in an app. Please bear with me while I check.

          b. ACTION: In the NAVIGATION section click Catalogue.

          c. Use the search and filters to locate the content item, and then click that
              content item. 

          d. Under CONTENT VISIBILITY verify that the content is configured to
              Show content for the PHONE APP and TABLET APP.

     9. If the content is not configured to show content in the learner portal, 
         complete these following sub steps:

          a. SCRIPT: I can see that while you have access to the content, the
              content is not configured for access in a PHONE/TABLET app.

          b. ACTION: If the user thinks they should be able to access this content on
              a PHONE/TABLET then escalate to the content owner.

   10. If the content is configured to show content in the appropriate app, 
         complete the following sub steps:

          a. SCRIPT: You should be able to access this content is the app. I will
              escalate this issue for you.

          b. ACTION: Escalate to CM Group.