Skip to content

PulseLMS Troubleshooting Guide

Overview

This guide provides solutions to common issues encountered in PulseLMS. Whether you're a student, instructor, or administrator, use this resource to diagnose and resolve problems efficiently.

Issues are organized by category with symptoms, causes, and step-by-step solutions.

Table of Contents

  1. Login and Authentication Issues
  2. Course Access Problems
  3. Activity and Resource Issues
  4. Assignment Submission Problems
  5. Quiz Issues
  6. Grade and Gradebook Problems
  7. File Upload and Download Issues
  8. Communication and Messaging Problems
  9. Calendar and Event Issues
  10. Display and Browser Problems
  11. Mobile Browser Issues
  12. Performance Problems
  13. Email and Notification Issues
  14. Administrator Issues
  15. Plugin and Integration Problems
  16. Database and Server Issues

1. Login and Authentication Issues

Issue 1.1: Cannot Log In - Invalid Credentials

Symptoms: - "Invalid login, please try again" message - Login page reloads after entering credentials - No error message but login fails

Possible Causes: - Incorrect username or password - Caps Lock enabled - Account doesn't exist - Wrong authentication method

Solutions:

  1. Verify credentials:
  2. Check username spelling (case-sensitive on some systems)
  3. Ensure Caps Lock is off

  4. Try typing password in a text editor first to verify

  5. Reset password:

  6. Click "Forgotten your username or password?"
  7. Enter email address associated with account
  8. Check email (including spam folder) for reset link

  9. Create new password following requirements

  10. Check authentication method:

  11. If using SSO, use the correct login portal
  12. Look for alternative login options (Google, Microsoft, etc.)

  13. Contact administrator if unsure which method to use

  14. Clear browser data: 

    Steps:
1. Clear cookies for PulseLMS site
2. Clear cached data
3. Close and reopen browser
4. Try logging in again

Issue 1.2: Account Locked Out

Symptoms: - "Too many failed login attempts" message - Unable to log in despite correct credentials - Account temporarily suspended

Possible Causes: - Multiple failed login attempts triggered lockout - Security policy enforcement - Automated attack protection

Solutions:

  1. Wait for lockout to expire:
  2. Default lockout period: 30 minutes

  3. Do not attempt further logins during this time

  4. Contact administrator:

  5. Request account unlock

  6. Provide proof of identity if required

  7. Use password reset:

  8. May clear lockout in some configurations

  9. Reset password via email link

  10. Check for compromised account:

  11. If you didn't make the failed attempts, account may be targeted
  12. Change password immediately after regaining access

Issue 1.3: SSO/Single Sign-On Not Working

Symptoms: - Redirects to SSO but returns with error - "Could not log you in" after SSO - Stuck in redirect loop

Possible Causes: - SSO session expired - Account not linked - SSO service unavailable - Browser cookie issues

Solutions:

  1. Re-authenticate with SSO:
  2. Log out of PulseLMS completely
  3. Log out of SSO provider
  4. Clear browser cookies
  5. Log in to SSO provider first

  6. Then access PulseLMS

  7. Check SSO account linking:

  8. Verify PulseLMS account exists
  9. Confirm email matches SSO account

  10. Contact administrator if linking needed

  11. Try manual login:

  12. If available, use direct PulseLMS login

  13. May need temporary password from administrator

  14. Check SSO service status:

  15. Verify SSO provider is operational
  16. Check for maintenance announcements

Issue 1.4: Session Expires Unexpectedly

Symptoms: - Logged out while working - "Session expired" messages - Lost work when submitting

Possible Causes: - Session timeout reached - Multiple browser sessions - Server-side session issues

Solutions:

  1. Adjust session settings (Administrator): 

    Site Administration > Server > Session handling
- Increase timeout duration
- Consider user convenience vs. security

  2. User workarounds:

  3. Keep a tab active (periodic refresh)
  4. Save work frequently
  5. Avoid opening multiple browser windows

  6. Log out of other locations before starting work

  7. Check cookie settings:

  8. Ensure cookies are enabled
  9. Don't use "Private/Incognito" mode for extended sessions
  10. Check browser extensions that may clear cookies

Issue 1.5: Two-Factor Authentication Problems

Symptoms: - 2FA code rejected - Cannot receive 2FA code - Locked out after device change

Possible Causes: - Clock synchronization issue - Lost authenticator app - Incorrect code entry

Solutions:

  1. Verify time synchronization:
  2. Ensure device time is accurate

  3. TOTP codes are time-sensitive (30-second window)

  4. Use backup codes:

  5. Enter previously saved backup code

  6. Contact administrator if no backup codes available

  7. Contact administrator for reset:

  8. Verify identity through alternate means
  9. Request 2FA disable/reset
  10. Set up 2FA again with new device

2. Course Access Problems

Issue 2.1: Course Not Visible

Symptoms: - Course doesn't appear in Dashboard - "Course not available" message - Course missing from "My courses"

Possible Causes: - Not enrolled in course - Course is hidden - Enrollment not yet active - Cache issues

Solutions:

  1. Verify enrollment:
  2. Contact instructor to confirm enrollment
  3. Check enrollment start/end dates

  4. Self-enroll if course allows it

  5. Check course visibility:

  6. Instructors: Ensure course is visible to students

  7. Go to Course settings > Course visibility: Show

  8. Clear cache:

  9. Browser: Clear cache and cookies

  10. User: Purge caches from preferences

  11. Check enrollment dates:

  12. Enrollment may have start date in future
  13. Enrollment may have expired

Issue 2.2: "You Cannot Enrol Yourself in This Course"

Symptoms: - Self-enrollment blocked - Enrollment key rejected - No enrollment option visible

Possible Causes: - Self-enrollment disabled - Wrong enrollment key - Course full - Enrollment period closed

Solutions:

  1. Verify enrollment key:
  2. Get correct key from instructor
  3. Keys are case-sensitive

  4. Check for spaces before/after

  5. Check enrollment settings (Instructor): 

    Course > Participants > Enrollment methods
- Ensure Self-enrollment is enabled
- Verify enrollment key is correct
- Check enrollment period dates
- Verify max enrolled users not reached

  6. Alternative enrollment:

  7. Request manual enrollment from instructor
  8. Use cohort enrollment if applicable

Issue 2.3: Course Content Not Loading

Symptoms: - Blank course page - Activities not displaying - "Error loading content" messages

Possible Causes: - JavaScript errors - Browser incompatibility - Plugin issues - Database problems

Solutions:

  1. Browser troubleshooting: 

    Steps:
1. Refresh page (Ctrl+F5 / Cmd+Shift+R)
2. Try different browser
3. Disable browser extensions
4. Clear cache and cookies
5. Enable JavaScript if disabled

  2. Check console for errors:

  3. Press F12 to open developer tools
  4. Look at Console tab for JavaScript errors

  5. Report specific errors to administrator

  6. Access via alternative method:

  7. Try mobile-responsive web version
  8. Try incognito/private mode
  9. Access from different device

Issue 2.4: Restricted Access to Activities

Symptoms: - Activity shows but cannot be accessed - "Not available unless" message - Gray/disabled activity links

Possible Causes: - Completion restrictions not met - Date restrictions - Grade requirements - Group restrictions

Solutions:

  1. Check restriction requirements:
  2. Click the activity for restriction details
  3. Complete prerequisite activities
  4. Verify dates are within access window

  5. Ensure minimum grade achieved on dependencies

  6. For instructors troubleshooting: 

    Activity > Edit settings > Restrict access
- Review all restrictions
- Consider student perspective
- Use "eye" icon to show restriction when not met

3. Activity and Resource Issues

Issue 3.1: Resource Files Won't Open

Symptoms: - Download fails - File opens as garbled text - "File not found" error

Possible Causes: - File corrupted - Browser blocking download - Missing software - Permission issues

Solutions:

  1. Check browser download settings:
  2. Allow downloads from PulseLMS site
  3. Check download folder for file

  4. Disable popup blocker for site

  5. Try alternative download method:

  6. Right-click > "Save link as"
  7. Try different browser

  8. Clear browser cache

  9. Check file type requirements:

  10. Install required software (PDF reader, Office, etc.)
  11. Update existing software

  12. Try opening with alternative application

  13. Report to instructor:

  14. File may need to be re-uploaded
  15. Alternative file format may be available

Issue 3.2: Video Not Playing

Symptoms: - Black screen with controls - Endless loading spinner - "Video format not supported" - Audio only, no video

Possible Causes: - Unsupported format - Codec issues - Network bandwidth - Browser compatibility

Solutions:

  1. Check format compatibility: | Format | Support | |--------|---------| | MP4 (H.264) | All browsers | | WebM | Most browsers | | OGV | Firefox, Chrome |

  2. Browser troubleshooting:

  3. Update browser to latest version
  4. Try different browser

  5. Disable hardware acceleration

  6. Network solutions:

  7. Check internet connection speed
  8. Try lower quality if available

  9. Download for offline viewing

  10. For instructors:

  11. Re-encode video to MP4 (H.264)
  12. Consider hosting on YouTube/Vimeo
  13. Provide downloadable alternative

Issue 3.3: Forum Posts Not Saving

Symptoms: - Post disappears after submission - "Could not save" error - Content lost when posting

Possible Causes: - Session timeout - Content filter blocking - Database issues - Attachment problems

Solutions:

  1. Prevent content loss:
  2. Copy text before submitting
  3. Compose in external editor first

  4. Save drafts regularly

  5. Check content:

  6. Remove unusual characters
  7. Check attachment size/type

  8. Reduce HTML complexity

  9. Session maintenance:

  10. Stay active on page
  11. Don't leave post window open too long
  12. Submit before session timeout

Issue 3.4: Glossary Auto-Linking Not Working

Symptoms: - Glossary terms not becoming links - Links appear inconsistently - Performance issues with auto-linking

Possible Causes: - Filter not enabled - Case sensitivity - Entry settings

Solutions:

  1. Enable auto-linking: 

    Site Administration > Plugins > Filters > Manage filters
- Enable "Glossary auto-linking"
- Set to "On" for content

  2. Check entry settings:

  3. Edit glossary entry
  4. Enable "This entry should be automatically linked"

  5. Verify case matching setting

  6. Verify scope:

  7. Auto-linking applies within same course
  8. Global glossaries link site-wide

4. Assignment Submission Problems

Issue 4.1: Cannot Submit Assignment

Symptoms: - "Submit" button missing or disabled - "Submission failed" error - File upload errors

Possible Causes: - Due date passed - Submission not allowed - File type/size restrictions - Group assignment issues

Solutions:

  1. Check due dates:
  2. Verify assignment is still open
  3. Check for cut-off date (hard deadline)

  4. Request extension from instructor if needed

  5. Verify file requirements: | Check | Solution | |-------|----------| | File too large | Compress or split file | | Wrong file type | Convert to accepted format | | Too many files | Combine or ZIP files |

  6. Group assignment issues:

  7. Confirm group membership
  8. Only one member needs to submit

  9. Check if group already submitted

  10. Technical fixes:

  11. Clear browser cache
  12. Try different browser
  13. Check internet connection stability

Issue 4.2: Submitted Wrong File

Symptoms: - Need to replace submission - Uploaded incorrect version - File upload error after correct file

Possible Causes: - Assignment allows only one submission - Submission already graded - Technical upload issue

Solutions:

  1. If resubmission allowed:
  2. Go to assignment
  3. Click "Edit submission"
  4. Remove wrong file
  5. Upload correct file

  6. Save changes

  7. If resubmission not allowed:

  8. Contact instructor immediately
  9. Explain situation

  10. Request submission reopening or accept revised file via email

  11. Check submission settings (Instructor): 

    Assignment settings:
- Attempts allowed: Unlimited
- Require submission confirmation: No (allows edits)
- Reopened: Automatically until passing grade

Issue 4.3: Submission Shows as "Not Submitted"

Symptoms: - Submitted but status shows not submitted - File visible but marked late - Submission confirmation unclear

Possible Causes: - Draft mode enabled - Submission not finalized - Display caching

Solutions:

  1. Finalize submission:
  2. Check if "Submit assignment" button appears
  3. Click to confirm final submission

  4. Look for confirmation message

  5. Verify submission status:

  6. Review submission status section
  7. Check for file listing

  8. Note submission date/time

  9. Clear cache and verify:

  10. Refresh page
  11. Check again for status update
  12. Take screenshot for records

Issue 4.4: Cannot View Feedback

Symptoms: - No feedback visible - Grades visible but no comments - Annotated PDF not loading

Possible Causes: - Feedback not yet provided - Feedback visibility settings - PDF viewer issues

Solutions:

  1. Check grading status:
  2. View submission to see if graded
  3. Check gradebook for grade entry

  4. Allow time for instructor to provide feedback

  5. Access feedback properly:

  6. Click assignment link
  7. Scroll to "Feedback" section
  8. Look for comments, files, rubric

  9. For PDF: Click "View annotated PDF"

  10. PDF annotation issues:

  11. Update browser
  12. Try different browser
  13. Download PDF instead of inline view

5. Quiz Issues

Issue 5.1: Quiz Won't Start

Symptoms: - "Attempt quiz" button disabled - Quiz shows as unavailable - Error when clicking start

Possible Causes: - Outside availability window - No attempts remaining - Password required - Prerequisites not met

Solutions:

  1. Check availability:
  2. Verify open/close dates
  3. Confirm current time within window

  4. Check timezone settings

  5. Review attempt limits:

  6. Check "Attempts allowed" setting
  7. View previous attempts

  8. Request additional attempt from instructor

  9. Password/Access:

  10. Enter quiz password if required
  11. Connect to required network (if IP restricted)
  12. Ensure prerequisites completed

Issue 5.2: Lost Connection During Quiz

Symptoms: - Page stopped responding - Internet disconnected - Browser crashed - Couldn't continue quiz

Possible Causes: - Network instability - Browser crash - Session timeout - Server issues

Solutions:

  1. Immediate recovery: 

    Steps:
1. Check internet connection
2. Return to quiz as soon as possible
3. Quiz should resume where you left off
4. Answers auto-save periodically

  2. If timer expired:

  3. Contact instructor immediately
  4. Explain technical issue
  5. Request attempt reset or extra attempt

  6. Provide any documentation (screenshots, error messages)

  7. Prevention:

  8. Use wired connection for important quizzes
  9. Close other applications
  10. Ensure device is charged or plugged in
  11. Take quiz in environment with stable internet

Issue 5.3: Quiz Answers Not Saving

Symptoms: - Answers revert to previous response - Save indicator not appearing - Lost answers between pages

Possible Causes: - Auto-save failure - Session timeout - JavaScript errors

Solutions:

  1. Manual saving:
  2. Click "Next page" to trigger save
  3. Use "Flag question" to mark answers

  4. Don't leave quiz page idle for long

  5. Check JavaScript:

  6. Ensure JavaScript is enabled
  7. Disable browser extensions

  8. Check console for errors (F12)

  9. Network monitoring:

  10. Watch for save confirmation
  11. Note any error messages
  12. Report persistent issues

Issue 5.4: Cannot Review Quiz Answers

Symptoms: - No "Review" option available - Can see grade but not answers - Limited review information

Possible Causes: - Review settings restrict access - Review window closed - Instructor preference

Solutions:

  1. Check review settings: Review availability typically configured as: | When | What's Visible | |------|----------------| | During attempt | Questions only | | Immediately after | Some feedback | | Later, while open | More details | | After quiz closed | Full review |

  2. Wait for review window:

  3. Check quiz description for review availability

  4. Review may open after all students complete quiz

  5. Contact instructor:

  6. Request review access if needed for learning
  7. Explain educational need

Issue 5.5: Grade Calculation Seems Wrong

Symptoms: - Quiz grade doesn't match expected score - Partial credit not applied correctly - Total percentage incorrect

Possible Causes: - Grading method configuration - Multiple attempt handling - Question weight variations

Solutions:

  1. Understand grading method: | Method | Calculation | |--------|-------------| | Highest grade | Best attempt counts | | Average grade | Mean of all attempts | | First attempt | Only first counts | | Last attempt | Most recent counts |

  2. Check question weights:

  3. Not all questions may have equal points

  4. Default marks may differ from displayed

  5. Review for manual grading:

  6. Essay questions need manual grading
  7. Short answer may need review

6. Grade and Gradebook Problems

Issue 6.1: Grade Not Appearing

Symptoms: - Activity shows completed but no grade - Gradebook shows dash (-) - Grade visible to instructor but not student

Possible Causes: - Grading not completed - Grade hidden - Gradebook category settings - Calculation pending

Solutions:

  1. Check grading status:
  2. View activity submission for grade
  3. Some activities require manual grading

  4. Allow time for instructor to grade

  5. Gradebook visibility (Instructor): 

    Gradebook > Setup > Edit grade item
- Check "Hidden" checkbox
- Check "Hidden until" date

  6. Force grade recalculation (Instructor): 

    Course Administration > Grades > Course grade settings
- Save changes to trigger recalculation

Issue 6.2: Incorrect Total Grade

Symptoms: - Total doesn't match sum of grades - Unexpected grade calculation - Grade dropped or missing

Possible Causes: - Weight/aggregation configuration - Extra credit handling - Empty grades counted as zero - Excluded items

Solutions:

  1. Review aggregation settings: 

    Gradebook > Setup > Category settings
- Check aggregation method
- Review weights
- Check "Exclude empty grades"

  2. Common aggregation issues: | Issue | Solution | |-------|----------| | Weighted mean | Verify weights sum to 100% | | Natural weighting | Check max grades are set correctly | | Drop lowest | Verify which items are droppable |

  3. Check for hidden items:

  4. Hidden items may still affect totals
  5. Review all grade items

Issue 6.3: Cannot Access Gradebook

Symptoms: - "Grades" link missing - Gradebook shows empty - Permission denied error

Possible Causes: - Role permissions - Gradebook hidden - No graded activities

Solutions:

  1. Student access:
  2. Access via course navigation > Grades
  3. Or via user profile > Grades

  4. Contact instructor if still unavailable

  5. Check permissions (Administrator): 

    Site Administration > Users > Permissions > Define roles
- Verify gradereport/user:view capability

  6. Enable gradebook (Instructor):

  7. Add at least one graded activity
  8. Check course has grade items

Issue 6.4: Grades Not Syncing to External System

Symptoms: - Grades in PulseLMS but not in SIS - Sync showing errors - Partial grade transfer

Possible Causes: - Integration configuration - Mapping issues - Sync schedule

Solutions:

  1. Check integration status:
  2. View sync logs for errors
  3. Verify credentials are current

  4. Test connection

  5. Review mapping:

  6. Ensure course mapping is correct
  7. Check grade item mapping

  8. Verify user matching

  9. Trigger manual sync:

  10. If available, run manual synchronization
  11. Review sync results
  12. Address any failed items

7. File Upload and Download Issues

Issue 7.1: File Upload Fails

Symptoms: - "File is too large" error - Upload progress stalls - "Error uploading file" message - Upload timeout

Possible Causes: - File exceeds size limit - Network timeout - Server configuration - File type restriction

Solutions:

  1. Check file size limits: 

    Typical limits:
- Course upload limit: Set by instructor
- Site maximum: Set by administrator
- PHP limit: Server configuration

Check: Assignment > Edit > Maximum submission size

  2. Reduce file size:

  3. Compress images
  4. Use PDF instead of large Word documents
  5. Compress video files
  6. Split large files into parts

  7. Use ZIP compression

  8. Network solutions:

  9. Use wired connection
  10. Close other bandwidth-heavy applications
  11. Try uploading at off-peak times

  12. Upload smaller chunks if possible

  13. Browser solutions:

  14. Try different browser
  15. Disable antivirus temporarily
  16. Clear browser cache
  17. Update browser

Issue 7.2: Cannot Download Files

Symptoms: - Download doesn't start - "Failed - Network error" - File downloads but won't open - Blocked by browser

Possible Causes: - Browser security settings - Popup blocker - Corrupted file - Permission issues

Solutions:

  1. Browser settings:
  2. Allow downloads from PulseLMS domain
  3. Disable popup blocker for site

  4. Check download folder settings

  5. Alternative download method:

  6. Right-click > "Save link as"
  7. Copy link and paste in new tab

  8. Try mobile browser

  9. Check file integrity:

  10. Try different file from same location
  11. Report corrupted files to instructor

Issue 7.3: File Type Not Accepted

Symptoms: - "File type not allowed" error - Cannot upload specific format - Conversion requirements

Possible Causes: - Restricted file types - Security policy - Assignment configuration

Solutions:

  1. Check accepted types:
  2. View assignment requirements
  3. Note accepted file extensions

  4. Convert file to accepted format

  5. Common conversions: | From | To | Method | |------|----|--------| | HEIC | JPG | Use conversion tool | | Pages | PDF | Export from Pages | | Numbers | XLSX | Export from Numbers | | DOCX | PDF | Print to PDF |

  6. Request format addition:

  7. Contact instructor if format needed
  8. Provide rationale for file type

Issue 7.4: Uploaded Files Disappear

Symptoms: - File uploaded but not visible - "No files attached" after upload - Files missing from submission

Possible Causes: - Upload didn't complete - Quota exceeded - File moved/deleted

Solutions:

  1. Verify upload completion:
  2. Wait for success message
  3. Don't navigate away during upload

  4. Check for file in submission list

  5. Check quota:

  6. Private files may have quota limit
  7. Delete old unnecessary files

  8. Contact administrator for quota increase

  9. Re-upload:

  10. Save local copy before uploading
  11. Upload again if needed
  12. Document any persistent issues

8. Communication and Messaging Problems

Issue 8.1: Cannot Send Messages

Symptoms: - "Message could not be sent" error - No send button visible - Messages not delivered

Possible Causes: - Messaging disabled - Recipient blocking messages - Privacy settings

Solutions:

  1. Check messaging permissions:
  2. Site messaging may be disabled
  3. Course messaging may be restricted

  4. Contact administrator

  5. Check privacy settings:

  6. Recipient may only accept contacts

  7. You may need to be accepted as contact first

  8. Alternative communication:

  9. Use forum for course-related questions
  10. Email instructor directly
  11. Use course announcements

Issue 8.2: Not Receiving Notifications

Symptoms: - No email notifications - Missing message alerts - Calendar reminders not working

Possible Causes: - Notification preferences disabled - Email delivery issues - Spam filtering

Solutions:

  1. Check notification preferences: 

    User menu > Preferences > Notification preferences
- Enable desired notifications
- Set delivery method (email, web, mobile)

  2. Check email delivery:

  3. Verify email address is correct
  4. Check spam/junk folder
  5. Whitelist PulseLMS domain

  6. Add noreply address to contacts

  7. Administrator checks:

  8. Verify SMTP configuration
  9. Check mail logs for errors
  10. Test email delivery

Issue 8.3: Forum Notifications Overwhelming

Symptoms: - Too many forum emails - Inbox flooded - Can't manage notification volume

Possible Causes: - Subscribed to busy forums - Individual email setting - Multiple course forums

Solutions:

  1. Adjust forum subscription:
  2. Go to forum
  3. Click "Unsubscribe from this forum"

  4. Or change to "Subscribed to discussions you have posted to"

  5. Use email digest: 

    User menu > Preferences > Forum preferences
- Email digest type: "Complete" or "Subjects only"
- Receive single daily email instead of individual

  6. Manage at course level:

  7. Review all forum subscriptions
  8. Unsubscribe from less important forums

Issue 8.4: Chat Not Working

Symptoms: - Chat messages not appearing - Cannot connect to chat - Chat room empty when others present

Possible Causes: - Browser incompatibility - JavaScript disabled - Network issues - Server problems

Solutions:

  1. Browser requirements:
  2. Enable JavaScript
  3. Allow popups if using popup chat
  4. Update browser

  5. Try different browser

  6. Connection issues:

  7. Refresh chat page
  8. Check internet connection

  9. Re-enter chat room

  10. Alternative communication:

  11. Use messaging instead
  12. Use external video conferencing if available

9. Calendar and Event Issues

Issue 9.1: Events Not Showing

Symptoms: - Calendar appears empty - Missing assignment deadlines - Events visible in course but not calendar

Possible Causes: - Event types filtered out - Wrong calendar view - Course events not synced

Solutions:

  1. Check event filters:
  2. Click event type toggles at bottom of calendar
  3. Ensure all relevant types are enabled

  4. Check: Site, Course, User, Group

  5. Verify calendar scope:

  6. Switch between month/day views
  7. Check date range

  8. Navigate to correct month

  9. Sync issues:

  10. Course events should auto-appear
  11. Check if course is visible
  12. Contact instructor if events missing

Issue 9.2: Wrong Times on Events

Symptoms: - Events showing at wrong time - Timezone confusion - Due dates unclear

Possible Causes: - Incorrect timezone setting - Server/user timezone mismatch

Solutions:

  1. Set correct timezone: 

    User menu > Preferences > Edit profile
- Timezone: Select your local timezone
- Or: "Server's local time" if uncertain

  2. Verify event times:

  3. Check assignment for explicit deadline
  4. Note if using local or server time
  5. Communicate timezone to instructor if needed

Issue 9.3: Cannot Add Events

Symptoms: - "New event" button missing - Cannot create calendar entries - Event creation fails

Possible Causes: - Insufficient permissions - Wrong calendar type selected - Feature disabled

Solutions:

  1. Event creation rights: | Event Type | Who Can Create | |------------|----------------| | User event | All users (own calendar) | | Course event | Teachers in course | | Site event | Administrators | | Group event | Teachers |

  2. Create user events:

  3. Click date on calendar
  4. Select "User" as event type
  5. Fill in details
  6. Save

Issue 9.4: Calendar Export Not Working

Symptoms: - iCal link gives error - Events don't sync to external calendar - Export file empty

Possible Causes: - Export disabled - Token expired - URL incorrect

Solutions:

  1. Get fresh export URL: 

    Calendar > Export calendar
- Generate new calendar URL
- Copy full URL
- Add to external calendar app

  2. Check export settings:

  3. Select all event types to export
  4. Choose appropriate time range

  5. Generate URL/download file

  6. External app configuration:

  7. Use correct subscription method
  8. Allow time for initial sync
  9. Check refresh settings

10. Display and Browser Problems

Issue 10.1: Page Layout Broken

Symptoms: - Overlapping elements - Missing sidebar - Text overflowing containers - Mobile layout on desktop

Possible Causes: - Browser zoom level - Cache issues - CSS not loading - Theme problems

Solutions:

  1. Reset browser:
  2. Reset zoom to 100% (Ctrl+0 / Cmd+0)
  3. Clear cache (Ctrl+Shift+Delete)
  4. Disable browser extensions

  5. Try incognito mode

  6. CSS issues:

  7. Force refresh (Ctrl+F5)
  8. Clear site cookies

  9. Report to administrator if persistent

  10. Theme issues (Administrator):

  11. Purge all caches
  12. Check theme for updates
  13. Switch to default theme for testing

Issue 10.2: Slow Page Loading

Symptoms: - Pages take long to load - Timeout errors - Partial page rendering

Possible Causes: - Network issues - Browser problems - Server load - Large course content

Solutions:

  1. Client-side fixes:
  2. Check internet speed
  3. Close unnecessary tabs
  4. Clear browser cache
  5. Update browser

  6. Try different browser

  7. Reduce content load:

  8. Collapse course sections
  9. Use course navigation instead of scrolling

  10. Access specific activities directly

  11. Administrator solutions:

  12. Check server resources
  13. Review caching configuration
  14. Optimize database
  15. Check for plugin issues

Issue 10.3: Images Not Displaying

Symptoms: - Broken image icons - Images load slowly - Some images work, others don't

Possible Causes: - Image deleted or moved - Permission issues - File format problems - Network timeout

Solutions:

  1. Basic troubleshooting:
  2. Refresh page
  3. Try different browser
  4. Check internet connection

  5. Clear cache

  6. Check image source:

  7. Right-click > "Open image in new tab"
  8. Note any error messages

  9. Report broken images to instructor

  10. Administrator checks:

  11. Verify file storage accessible
  12. Check file permissions
  13. Review error logs

Issue 10.4: JavaScript Errors

Symptoms: - Features not working - Buttons unresponsive - Dynamic content failing - Console shows errors

Possible Causes: - Browser extension conflicts - Outdated browser - JavaScript disabled - Code errors

Solutions:

  1. Enable JavaScript:
  2. Check browser settings
  3. Ensure JavaScript is enabled

  4. Restart browser

  5. Disable extensions:

  6. Try incognito mode (extensions disabled)
  7. Disable ad blockers

  8. Disable security extensions temporarily

  9. Browser update:

  10. Update to latest browser version
  11. Try alternative browser

  12. Check browser compatibility

  13. Report errors:

  14. Open developer tools (F12)
  15. Note Console errors
  16. Report to administrator with details

11. Mobile Browser Issues

Issue 11.1: Mobile Browser Cannot Connect

Symptoms: - "Cannot connect to site" error - Site not found - Connection timeout

Possible Causes: - Wrong site URL - Site not mobile-enabled - Network issues

Solutions:

  1. Verify site URL:
  2. Use complete URL with https://
  3. Remove trailing slashes

  4. Check for typos

  5. Check site configuration:

  6. Mobile services must be enabled
  7. Web services must be configured

  8. Contact administrator

  9. Network troubleshooting:

  10. Check internet connection
  11. Try different network (WiFi vs cellular)
  12. Restart device

Issue 11.2: Content Not Loading on Mobile

Symptoms: - Old content showing - New activities not appearing - Grades not updating

Possible Causes: - Browser cache - Network issues - Page not refreshed

Solutions:

  1. Force refresh:
  2. Pull down to refresh the page
  3. Use browser refresh button

  4. Wait for page to fully load

  5. Clear browser cache:

  6. Browser settings > Clear cache
  7. Or use private/incognito mode

  8. Log in again

  9. Check connection:

  10. Ensure stable internet connection
  11. Try different network (WiFi vs cellular)
  12. Check if site is accessible on desktop

Issue 11.3: Mobile Display Issues

Symptoms: - Page not displaying correctly - Layout broken on mobile - Elements overlapping

Possible Causes: - Browser compatibility - Zoom settings - Outdated browser

Solutions:

  1. Reset browser settings:
  2. Reset zoom to 100%
  3. Clear browser cache

  4. Disable browser extensions

  5. Update browser:

  6. Ensure using latest browser version
  7. Try different browser (Chrome, Safari, Firefox)

  8. Report display issues to administrator

  9. Check device settings:

  10. Ensure sufficient device storage
  11. Close unused browser tabs
  12. Restart browser

Issue 11.4: Browser Notifications Not Working

Symptoms: - No notification alerts - Delayed notifications - Some notifications missing

Possible Causes: - Browser permissions - Device settings - Notification preferences

Solutions:

  1. Enable browser permissions:
  2. Device settings > Browser > Notifications
  3. Allow notifications for PulseLMS site

  4. Allow background refresh

  5. Site settings:

  6. Check notification preferences in PulseLMS
  7. Select which notifications to receive

  8. Set notification frequency

  9. Browser settings:

  10. Ensure browser can run in background
  11. Check "Do Not Disturb" is off
  12. Verify site isn't blocked

12. Performance Problems

Issue 12.1: Site Running Slowly

Symptoms: - All pages slow - Timeout errors frequent - High response times

Possible Causes: - Server overload - Database issues - Caching problems - Resource constraints

Administrator Solutions:

  1. Check server resources: 

    # CPU usage
top -bn1 | head -5

# Memory usage
free -m

# Disk usage
df -h

  2. Database optimization: 

    # Check for slow queries
# Review mysql slow query log

# Run PulseLMS CLI cron
php admin/cli/cron.php

  3. Cache management: 

    # Purge caches
php admin/cli/purge_caches.php

  4. Review error logs:

  5. Check Apache/Nginx error logs
  6. Check PHP error log
  7. Review PulseLMS logs

Issue 12.2: Specific Activity Slow

Symptoms: - One activity takes long to load - Timeout on specific page - Other content loads fine

Possible Causes: - Large content in activity - Complex grading - Plugin issues

Solutions:

  1. Content optimization:
  2. Reduce embedded media size
  3. Split large activities

  4. Optimize question banks

  5. For quizzes:

  6. Reduce questions per page
  7. Simplify question types

  8. Check for circular question references

  9. Check plugins:

  10. Disable third-party plugins
  11. Test with default theme
  12. Update all plugins

Issue 12.3: Backup/Restore Timeout

Symptoms: - Backup fails to complete - Restore times out - Large course issues

Possible Causes: - PHP timeout settings - File size limits - Memory constraints

Solutions:

  1. Increase PHP limits: 

    ; php.ini adjustments
max_execution_time = 7200
memory_limit = 1024M
post_max_size = 2048M
upload_max_filesize = 2048M

  2. Use CLI backup: 

    php admin/cli/backup.php --courseid=123 --destination=/path/

  3. Reduce backup size:

  4. Exclude user data
  5. Exclude large files
  6. Backup in sections

13. Email and Notification Issues

Issue 13.1: Emails Not Sending

Symptoms: - No email notifications received - Email queue building up - SMTP errors in logs

Administrator Solutions:

  1. Check SMTP configuration: 

    Site Administration > Server > Email > Outgoing mail
- Verify SMTP host
- Check port (25, 465, 587)
- Test credentials

  2. Test email delivery: 

    Site Administration > Server > Email > Test outgoing mail
- Send test email
- Check for errors

  3. Check mail queue: 

    # Process mail queue
php admin/cli/cron.php

# Check for bounced emails
# Review mail server logs

  4. Verify DNS settings:

  5. SPF records configured
  6. DKIM if used
  7. Reverse DNS for server

Issue 13.2: Emails Going to Spam

Symptoms: - Notifications in spam folder - Low delivery rate - Sporadic delivery

Solutions:

  1. User solutions:
  2. Whitelist sender domain
  3. Mark emails as "not spam"

  4. Add to contacts

  5. Administrator solutions:

  6. Configure SPF records
  7. Set up DKIM signing
  8. Use reputable SMTP service
  9. Configure proper "From" address
  10. Review email content for spam triggers

Issue 13.3: Duplicate Notifications

Symptoms: - Multiple copies of same email - Repeated alerts - Notification flooding

Possible Causes: - Cron running multiple times - Subscription issues - Configuration errors

Solutions:

  1. Check cron configuration:
  2. Ensure single cron job
  3. Check for overlapping runs

  4. Use proper locking

  5. Review subscriptions:

  6. Check forum subscriptions
  7. Review notification preferences
  8. Look for duplicate enrollments

14. Administrator Issues

Issue 14.1: Cannot Access Site Administration

Symptoms: - Admin menu missing - Permission denied for admin functions - Lost admin access

Possible Causes: - Role assignment lost - Session issues - Database problems

Solutions:

  1. CLI admin access: 

    # Reset admin password
php admin/cli/reset_password.php

# Create new admin
php admin/cli/create_admin_user.php

  2. Database fix: 

    -- Assign admin role to user (user ID 2)
-- Context ID 1 = system context
INSERT INTO mdl_role_assignments
(roleid, contextid, userid, timemodified)
VALUES (1, 1, 2, UNIX_TIMESTAMP());

  3. Config.php override: 

    // Add to config.php temporarily
$CFG->adminroles = '1';

Issue 14.2: Upgrade Fails

Symptoms: - Upgrade interrupted - Database error during upgrade - Site broken after upgrade

Solutions:

  1. Before any fix - backup: 

    # Database backup
mysqldump -u user -p database > pre_fix_backup.sql

# File backup
tar -czf pre_fix_files.tar.gz /var/www/html/pulselms

  2. Complete interrupted upgrade: 

    # CLI upgrade
php admin/cli/upgrade.php

# Force upgrade
php admin/cli/upgrade.php --non-interactive

  3. Revert if necessary: 

    # Restore from backup
mysql -u user -p database < pre_upgrade_backup.sql

# Restore code
tar -xzf old_version.tar.gz

Issue 14.3: Plugin Installation Fails

Symptoms: - Plugin won't install - Missing dependencies - Version mismatch

Solutions:

  1. Check requirements:
  2. Verify PulseLMS version compatibility
  3. Check PHP version requirements

  4. Verify dependencies installed

  5. Manual installation: 

    # Extract plugin to correct directory
unzip plugin.zip -d /var/www/html/pulselms/[type]/

# Set permissions
chown -R www-data:www-data /var/www/html/pulselms/[type]/[plugin]

# Run upgrade
php admin/cli/upgrade.php

  6. Fix failed installation: 

    # Remove broken plugin
rm -rf /var/www/html/pulselms/[type]/[plugin]

# Clear caches
php admin/cli/purge_caches.php

Issue 14.4: Maintenance Mode Stuck

Symptoms: - Site shows maintenance message - Cannot disable via GUI - Users cannot access site

Solutions:

  1. CLI disable: 

    php admin/cli/maintenance.php --disable

  2. Config.php check: 

    // Remove or comment out if present
// $CFG->maintenance_enabled = 1;

  3. Database check: 

    -- Check setting
SELECT * FROM mdl_config WHERE name = 'maintenance_enabled';

-- Disable if stuck
UPDATE mdl_config SET value = 0 WHERE name = 'maintenance_enabled';

15. Plugin and Integration Problems

Issue 15.1: LTI Tool Not Connecting

Symptoms: - External tool shows error - "Invalid consumer key" message - Authentication failures

Solutions:

  1. Verify credentials:
  2. Check consumer key matches provider
  3. Verify shared secret correct

  4. Check for extra spaces

  5. URL configuration:

  6. Verify launch URL correct
  7. Check for http vs https

  8. Ensure tool URL accessible

  9. Time synchronization:

  10. LTI uses timestamp validation
  11. Server time must be accurate
  12. Check NTP configuration

Issue 15.2: H5P Content Not Working

Symptoms: - H5P activity shows blank - "Content not loading" error - Interactive elements non-functional

Solutions:

  1. Check libraries: 

    Site Administration > H5P > H5P libraries
- Ensure required libraries installed
- Update outdated libraries

  2. Clear H5P cache: 

    Site Administration > Plugins > Activity modules > H5P
- Clear H5P cache

  3. Check permissions:

  4. Verify H5P capabilities for role
  5. Check file storage accessible

Issue 15.3: SCORM Package Issues

Symptoms: - SCORM won't load - Completion not tracking - Grades not recording

Solutions:

  1. Package validation:
  2. Re-upload SCORM package
  3. Verify package format (SCORM 1.2 or 2004)

  4. Test with known-good package

  5. Settings check: 

    Activity settings:
- Verify grading method
- Check completion settings
- Review attempt handling

  6. Browser requirements:

  7. Some SCORM requires popups
  8. Check JavaScript enabled
  9. Try different browser

16. Database and Server Issues

Issue 16.1: Database Connection Failed

Symptoms: - "Error connecting to database" message - Site completely inaccessible - Intermittent connection issues

Administrator Solutions:

  1. Check database server: 

    # MySQL status
systemctl status mysql

# Restart if needed
systemctl restart mysql

  2. Verify credentials: 

    # Test connection
mysql -u pulselms_user -p -h localhost pulselms_db

  3. Check config.php: 

    $CFG->dbtype    = 'mysqli';
$CFG->dbhost    = 'localhost';
$CFG->dbname    = 'pulselms';
$CFG->dbuser    = 'pulselms_user';
$CFG->dbpass    = 'password';

  4. Check disk space: 

    df -h /var/lib/mysql

Issue 16.2: Database Errors in Operation

Symptoms: - Random database errors - Table corruption messages - Slow queries

Solutions:

  1. Check table integrity: 

    CHECK TABLE mdl_user;
REPAIR TABLE mdl_user;

  2. Optimize tables: 

    OPTIMIZE TABLE mdl_log_queries;
OPTIMIZE TABLE mdl_logstore_standard_log;

  3. Review slow queries: 

    # Enable slow query log
# Analyze and optimize queries

Issue 16.3: Server Disk Space Full

Symptoms: - Upload failures - Backup failures - Site errors

Solutions:

  1. Check usage: 

    df -h
du -sh /var/www/html/pulselms/*
du -sh /var/pulselmsdata/*

  2. Clean up: 

    # Clear old backups
find /var/pulselmsdata/backup -mtime +30 -delete

# Clear temp files
rm -rf /var/pulselmsdata/temp/*

# Clear trash
rm -rf /var/pulselmsdata/trashdir/*

  3. Purge old logs: 

    DELETE FROM mdl_logstore_standard_log
WHERE timecreated < UNIX_TIMESTAMP(DATE_SUB(NOW(), INTERVAL 6 MONTH));

Quick Reference: Common Error Messages

Error Message Likely Cause Quick Fix
"Invalid login" Wrong credentials Reset password
"Session expired" Timeout Log in again
"File too large" Exceeds limit Compress file
"Permission denied" Role issue Contact admin
"Course not available" Not enrolled or hidden Check enrollment
"Database error" DB connection Check server
"500 Internal Server Error" PHP error Check error logs
"503 Service Unavailable" Server overload Wait or restart
"404 Not Found" URL wrong Check link
"Maintenance mode" Site updating Wait or use CLI

Getting Additional Help

If issues persist after trying these solutions:

  1. Gather information:
  2. Exact error message
  3. Steps to reproduce
  4. Browser and version
  5. Time of occurrence

  6. Any recent changes

  7. Check system status:

  8. Site announcements
  9. Scheduled maintenance

  10. Known issues

  11. Contact support:

  12. Use help desk system
  13. Include all relevant details

  14. Attach screenshots if possible

  15. For administrators:

  16. Check error logs
  17. Review recent changes
  18. Consult documentation

This troubleshooting guide is for PulseLMS. Specific solutions may vary based on your installation and configuration. For complex issues, consult your system administrator.