Troubleshooting: common errors and how to fix them

This guide gathers the most frequent operational issues in Studeia and how to resolve them. In almost every case, start by checking what changed recently (a publish, a config, an enrollment).

Quick answer

Student can't see the course → active enrollment? class assigned? course published?
SSO failing → IdP config, allowed domains, clock, callback URL
Lesson unavailable → not published, future publishAt or pending prerequisite
AI tutor blocked → supervisor quarantine/cooldown (well-being = support)
Email not arriving → provider, SPF/DKIM, opt-out, email logs

Student can't see the course or class

Check	How to fix
Active enrollment?	Confirm the enrollment status in the course
Class assigned?	Assign the class on the enrollment (without a class, no class forum/live/announcements)
Course published?	Publish the course (drafts don't appear to students)

Login/SSO failing

Identity provider configured correctly (Azure AD, Okta, Google)?
User's domain in the allowed-domains list?
IdP clock synced (an expired assertion is a common cause)?
Callback URL equal to the configured one?

Lesson shows as unavailable

Is the lesson published (isPublished)?
Is there a future publish date (publishAt)?
Is there an unmet prerequisite?

AI tutor blocked

The AI supervisor moderates the chat. A block can be:

Quarantine (after repeated infractions) — the student can appeal.
Safety cooldown (well-being cases) — not a punishment; the tutor is interrupted with a supportive message and resources.

The institutional admin reviews under AI Supervisor and unblocks when appropriate.

Emails not arriving

Provider config (SMTP/Resend/SendGrid) correct?
Sender domain authenticated (SPF/DKIM)?
Did the user opt out?
Check the email logs — they indicate the failure reason.

Still stuck?

Gather: what you expected, what happened, screenshots and the time. Then open a ticket via the support page with these details — it speeds up diagnosis a lot.

FAQ

Student can't see the course? Active enrollment, class assigned and course published.

SSO not working? IdP, allowed domains, clock and callback URL.

Lesson unavailable? Publishing, publishAt or prerequisite.

Tutor blocked? Supervisor quarantine/cooldown — well-being is support.

Email not arriving? Provider, SPF/DKIM, opt-out and logs.

See the Get started guide and the supervisor agent.

FAQ

The student can't see the course or class. What should I check?

Check three things: (1) is the enrollment active in the course? (2) was the student assigned to a class? Without a class, they access content but not class forums, live classes and class announcements. (3) is the course published? Students only see published courses. To assign the class, use the institutional dashboard on the student's enrollment.

SSO login isn't working. How do I diagnose it?

Check that the identity provider (Azure AD, Okta, Google) is configured correctly in SSO, that the user's domain is in the allowed-domains list, and that the metadata/return URLs match. Common errors: the IdP server clock out of sync (expired assertion) and a callback URL that differs from the configured one.

The lesson shows as unavailable to the student. Why?

The lesson may not be published (isPublished) or have a future publish date (publishAt). There may also be an unmet prerequisite if the lesson depends on another. Check the lesson's publish status and the module prerequisites in the course editor.

The AI tutor is blocked for a student. What does that mean?

It may be a quarantine or a safety cooldown from the AI supervisor, which moderates the chat. In well-being (safety) cases, the tutor is interrupted with a supportive message — it's not a punishment. The student can submit an appeal, and the institutional admin reviews the incident and unblocks when appropriate under AI Supervisor.

The platform's emails aren't arriving. How do I fix it?

Check the tenant's email configuration (SMTP/Resend/SendGrid provider), whether the sender domain is authenticated (SPF/DKIM) and whether the user opted out. Also check the email logs in the dashboard — they indicate delivery failures and the reason.