Summary
This comprehensive troubleshooting guide addresses the technical challenges and edge cases you may encounter while managing Learning Paths in 7taps. From Activity Log interpretation to complex modification scenarios, you'll find detailed solutions for keeping your Learning Paths running smoothly and delivering optimal results. Essential reading for Learning Path administrators and power users.
What you'll master:
Activity Log interpretation and limitations across different delivery modes
Rules and restrictions for modifying active Learning Paths
Complex curriculum management scenarios and their implications
Learner management edge cases and solutions
Integration troubleshooting for Slack, Teams, and SMS delivery
Advanced FAQ covering unusual situations and system behaviors
Table of Contents
Understanding Activity Log Functionality
Activity Log Availability and Limitations
⚠️ Critical Limitation: Activity Log is only available for courses sent on schedule. If you're using "deliver upon completion" mode, you will not have access to detailed activity tracking.
What the Activity Log Shows
📈 Delivered Courses Section Displays comprehensive details for courses already sent:
Date and time of course delivery
Course names that were delivered
Learner names who received each course
Delivery status confirmation
📅 Scheduled Courses Section
Shows upcoming deliveries with:
Planned delivery date and time for each future course
Course names scheduled for delivery
Learner names who will receive each course
Days remaining until delivery
⏸️ Paused Learning Path Display When a Learning Path is paused:
Shows delivered courses up to the pause point with dates and times
Shows pause date and time with clear indication
Does not show scheduled delivery dates for remaining courses
Automatically resumes from pause point when reactivated
Activity Log Best Practices
Regular Monitoring Schedule:
Daily: Check delivery confirmations for paths launched this week
Weekly: Review engagement patterns and completion trends
Monthly: Analyze overall Learning Path performance data
Red Flag Indicators:
Zero delivery confirmations despite scheduled sends (delivery issues)
High learner removal rates during active paths (engagement problems)
Inconsistent timing patterns in delivery logs (system issues)
Managing Active Learning Path Modifications
What You CAN Modify While Running
✅ Curriculum Adjustments
Add new courses to the curriculum at any position
Remove existing courses from the curriculum (with important implications)
Reorder courses within the curriculum sequence
Modify intervals between courses (affects future deliveries only)
Update sharing messages for courses not yet delivered (Enterprise feature)
✅ Learner Management
Add new learners to active Learning Paths (they start from beginning)
Remove learners from active Learning Paths (they retain access to delivered content)
Update learner information including names and email addresses
✅ Schedule Management
Change future launch date if Learning Path is scheduled but not yet started
Switch to immediate launch from scheduled launch (before first course sends)
Pause and resume Learning Paths at any time
What You CANNOT Modify While Running
❌ Core Configuration Settings These settings are locked once the Learning Path begins:
Delivery channel: Cannot switch between email, Slack, Teams, or SMS
Delivery mode: Cannot change between "scheduled" and "upon completion"
Delivery days: Cannot switch between "weekdays only" and "all days"
Delivery time: All courses follow the timing of the first course delivery
Why these restrictions exist: These fundamental settings affect the entire Learning Path infrastructure and changing them mid-stream would create inconsistent learner experiences and potential delivery failures.
Planning for Modifications
Before Launch Checklist:
[ ] Confirm delivery channel will work for all intended learners
[ ] Verify delivery mode aligns with learning objectives
[ ] Set delivery days appropriately for your audience
[ ] Choose delivery time that works across time zones (if applicable)
If you need to change locked settings:
Pause the current Learning Path
Create a new Learning Path with correct settings
Add remaining learners to the new path
Communicate the change to affected learners
Complex Curriculum Management Scenarios
Removing Delivered Courses
What happens:
Course removal: Delivered course disappears from curriculum view
Sequence adjustment: Next course automatically moves up and is marked as "delivered"
Learner access: Original course remains accessible via links learners already received
Delivery impact: Subsequent course delivery schedule shifts forward
Example scenario:
Learning Path: Course A → Course B → Course C → Course D
Course A and B have been delivered
You remove Course A from curriculum
Result: Course B is now first in sequence, Course C is marked as "delivered," Course D will send according to original Course C schedule
Best practices:
Avoid removing delivered courses unless absolutely necessary
Consider adding clarification courses instead of removing content
Communicate changes to learners who received removed content
Swapping Courses in Active Paths
The swap scenario: When you replace a delivered course (Course A) with an undelivered course (Course B):
What happens:
Course B becomes "delivered" even though learners never received it
Course A becomes "undelivered" and will be sent again according to schedule
Learner confusion: People may receive Course A twice or miss Course B entirely
Safe swapping strategy:
Add the new course in the desired position
Adjust intervals to accommodate the addition
Remove the old course only after confirming new course delivery
Communicate changes to learners with context
Adding Courses to Active Learning Paths
Scenario 1: Adding to Incomplete Active Path
Course placement: Add new course after already-sent courses
Delivery timing: New course follows existing interval schedule
Learner impact: All learners receive the new course according to schedule
Requirement: Ensure sufficient interval gap for proper delivery timing
Scenario 2: Adding to Completed Learning Path The delivery depends on timing calculations:
If gap is less than days elapsed since last course:
New course will NOT be delivered to existing learners
Example: Last course sent 10 days ago, new course set 5 days after last course = no delivery
If gap is more than days elapsed since last course:
New course WILL be delivered to existing learners
Example: Last course sent 10 days ago, new course set 15 days after last course = delivery happens
Increasing Intervals Between Sent Courses
⚠️ Warning: If you increase the delivery interval between already delivered courses, the system may trigger re-delivery of the previous course.
Safe interval adjustment process:
Only modify intervals for courses not yet delivered
Add buffer courses instead of extending existing intervals
Test changes with a small learner group first
Document modifications for future reference
Learner Management Edge Cases
Adding New Learners to Running Paths
Timing matters for new learner experience.
Added before first course delivery:
Learner experience: Receives all courses according to original schedule
Start point: Synchronized with original launch timing
Best for: Last-minute additions before path begins
Added after first course delivery:
Learner experience: Starts from Course 1 the next day after addition
Schedule: Follows curriculum intervals from their personal start date
Best for: Rolling enrollment or late additions
Strategic considerations:
Cohort learning: Add all learners before first delivery for synchronized experience
Individual onboarding: Add learners as needed for personalized timing
Manager coordination: Ensure supervisors know when their team members start
Removing Learners from Active Paths
What happens when you remove learners:
Future deliveries: Stop immediately for removed learners
Delivered content: Remains accessible via links already sent
Data retention: Activity Log still shows their previous engagement
Re-addition: Can be added back to same or different Learning Paths
Best practices for learner removal:
Document reasons for removal (completion, role change, etc.)
Communicate with learner about status change if appropriate
Consider alternative paths instead of complete removal
Maintain access to valuable delivered content when possible
Handling Multiple Learning Path Enrollment
Duplicate learner scenarios: If the same person is added through multiple methods:
Course sharing menu addition
Learner management addition
Integration sync (HRIS, Slack, etc.)
System behavior:
Each addition creates separate learner record
Multiple deliveries of the same content possible
Tracking confusion in Activity Log and reporting
Prevention strategies:
Centralized learner management: Use one primary method for additions
Regular audits: Check for duplicate entries before major launches
Clear processes: Establish team protocols for learner management
Pause and Resume Operations
Understanding Pause Functionality
When you pause a Learning Path:
Immediate effect: All future course deliveries stop
Delivered content: Remains accessible to learners via existing links
Activity Log: Shows pause date and time clearly
Learner notification: No automatic notification sent (consider manual communication)
Pause Scenarios and Outcomes
Scenario 1: Pause Immediately After Launch
Situation: Launch Learning Path and pause right away
Result: No courses delivered to any learners
Resume behavior: First course sends within 15 minutes of resume
Use case: Last-minute content changes or stakeholder approvals
Scenario 2: Pause After First Course Delivered
Situation: Pause after first course sent at 5 PM
Resume timing: Resume next day at 6 PM, but second course was scheduled for 5 PM
Result: Second course delivers next day at original 5 PM timing
Key insight: Original delivery time schedule is preserved
Scenario 3: Extended Pause During Path
Situation: Pause for several weeks during active Learning Path
Resume behavior: Picks up where it left off according to original schedule
Learner experience: May receive multiple courses quickly if schedule has backed up
Mitigation: Consider adjusting intervals or communicating timeline to learners
Strategic Use of Pause Function
Content Updates:
Pause to modify upcoming courses without affecting delivered content
Resume after quality assurance review
Maintain learner engagement momentum
Business Alignment:
Pause during busy periods, holidays, or organizational changes
Resume when learner attention and capacity return
Coordinate with other business initiatives
Performance Optimization:
Pause to analyze early engagement data
Adjust intervals or content based on initial results
Resume with optimized configuration
Integration-Specific Troubleshooting
Slack Integration Issues
Setup Requirements (Enterprise Only):
Team owner or license owner must initiate Slack connection
Slack administrator must approve 7taps as trusted app
Individual team members cannot enable Slack sharing independently
Common problems and solutions:
Problem: Learners not receiving Slack messages
Check: 7taps app is installed in learner's Slack workspace
Check: Learners haven't blocked or muted the 7taps app
Solution: Have learners check their 7taps app notifications in Slack
Problem: Admin approval pending
Check: Request was sent to correct Slack administrator
Check: Administrator received and reviewed approval request
Solution: Follow up with Slack admin, provide 7taps security documentation if needed
Microsoft Teams Integration Issues
Setup Requirements (Enterprise Only):
Each team member must connect their individual MS Teams account
Personal account connection required for sending capabilities
Organization permissions may restrict third-party app connections
Common problems and solutions:
Problem: Cannot connect individual Teams account
Check: Organization allows third-party Teams apps
Check: User has appropriate permissions for app connections
Solution: Work with IT administrator to enable 7taps Teams integration
Problem: Learning Paths created by other team members cannot be edited
Expected behavior: MS Teams Learning Paths are locked to creator
Workaround: Original creator must make modifications or transfer ownership
Prevention: Establish clear ownership protocols before creating Teams-based paths
SMS Delivery Issues
Common problems and solutions:
Problem: SMS messages not delivering
Check: Phone numbers are formatted correctly with country codes
Check: Carriers aren't blocking SMS from 7taps
Solution: Test with different carriers, consider email backup delivery
Problem: SMS character limitations affecting content
Check: Sharing messages are concise and clear
Solution: Optimize sharing message length for SMS constraints
Course Access and Sharing Controls
Disabling Access to Delivered Courses
Scenario: You need to revoke access to a course that was already delivered in a Learning Path
Process:
Locate the specific course in your 7taps dashboard
Go to the Sharing menu for that individual course
Disable sharing for the course
Result: Learners lose access immediately, even if they received it via Learning Path
Important considerations:
Learner communication: Consider notifying affected learners about access changes
Content alternatives: Provide replacement content if course contained critical information
Learning Path integrity: Removing access may disrupt the learning sequence for ongoing learners
Managing Course Versions in Learning Paths
Problem: Need to update course content after delivery in Learning Path
Solutions:
Edit original course: Changes affect future learners but not those who already accessed it
Create new version: Add updated course to Learning Path, remove old version
Supplemental course: Add clarification or correction course to address issues
Team Management and Permissions
Team Member Access Rights
What team members CAN do:
Edit and manage existing Learning Paths created by other team members
Add and remove learners from any Learning Path
Modify curriculum and intervals for shared Learning Paths
Pause and resume Learning Paths created by others
What team members CANNOT do:
Edit Learning Paths created via MS Teams by other team members
Access personal MS Teams integrations of other team members
Modify delivery channels once Learning Paths are active
Handling Team Member Departure
Automatic Transfer Process: When a team member is removed:
Content ownership automatically transfers to team owner
Active Learning Paths continue running without interruption
Delivered courses remain accessible to learners
Future deliveries continue according to original schedule
MS Teams Exception:
MS Teams Learning Paths created by departing member are automatically paused
Manual intervention required to resume or transfer these paths
Workaround: Recreate critical MS Teams paths under different ownership
Complete Content Removal: If you want to remove departing member's content entirely:
Email support@7taps.com with specific request
Provide justification for content removal
Consider impact on active Learning Paths and learner access
Advanced FAQ
Delivery Timing and Scheduling
Q: My Learning Path launched at 2:43 PM. When will the first course be delivered?
A: 7taps sends courses every 15 minutes (4 times per hour). Your first course will be delivered at the next 15-minute interval:
Launch at 2:43 PM → Delivery at 2:45 PM
Launch at 2:46 PM → Delivery at 3:00 PM
All subsequent courses in the path deliver at the same time as the first course
Q: Can I schedule Learning Path launch for specific minutes (e.g., 5:20 PM)?
A: No, you can only schedule to the hour (e.g., 5:00 PM). This ensures consistent delivery timing and system performance.
Q: What happens if delivery falls on a weekend?
A: If you've enabled "weekdays only" delivery and a scheduled course falls on Saturday or Sunday, it automatically delivers on the next Monday at the original scheduled time.
Completion and Progression Logic
Q: How does "upon completion" delivery mode determine completion?
A: A course is considered "complete" when:
Learner reaches the final card in the course
All required interactions are finished (quizzes answered, forms submitted)
Course completion is registered in the system (usually immediate)
Important: Simply opening a course does not trigger completion. The learner must navigate through all course content.
Q: What if a learner completed a course before it was added to a Learning Path?
A: If a learner previously completed any course in your Learning Path via the same delivery channel, that course is automatically marked as completed in the Learning Path. The next course will be scheduled according to the interval you set.
Q: Can learners complete courses out of order?
A: Yes, learners can access and complete courses in any order if they have direct links. However:
Scheduled delivery mode: Doesn't affect automatic delivery timing
Upon completion mode: May disrupt the intended progression sequence
Integration-Specific Behaviors
Q: Why can't I see Activity Log for my "upon completion" Learning Path?
A: Activity Log is only available for scheduled delivery mode because:
Scheduled paths have predictable delivery times that can be logged
Upon completion paths have variable timing based on individual learner behavior
Technical limitation: System cannot predict when individual learners will complete courses
Q: My Slack Learning Path stopped working after a team member left. Why?
A: MS Teams Learning Paths are tied to individual accounts. When the creator leaves:
Path automatically pauses to prevent delivery failures
Manual intervention required to resume or recreate
Prevention: Use email delivery for Learning Paths that outlast individual team members
Performance and Optimization
Q: Learners are reporting they're getting overwhelmed with multiple courses per day. How do I fix this?
A: The system enforces a minimum 1-day interval between courses, but several factors can cause course clustering:
Multiple Learning Paths enrolling the same learner
Modified intervals causing schedule compression
Added courses to completed paths triggering catch-up delivery
Solutions:
Audit all active Learning Paths for learner overlap
Stagger Learning Path launch times to distribute delivery
Use longer intervals between courses (3+ days minimum recommended)
Q: How can I prevent learners from being enrolled in multiple Learning Paths simultaneously?
A: Currently, 7taps allows multiple enrollments. To manage this:
Manual coordination: Check learner enrollment before adding to new paths
Strategic timing: Space Learning Path launches to avoid overlap
Communication: Inform learners about upcoming Learning Paths so they can prepare
Advanced Troubleshooting Scenarios
Curriculum Display and Version Control
Issue: Curriculum only shows current state, not historical versions
Implication:
Cannot track changes made to Learning Path curriculum over time
Difficult to troubleshoot delivery issues related to past modifications
No audit trail for curriculum modifications
Workarounds:
Document changes manually in external tracking system
Screenshot curriculum before making modifications
Maintain change log for complex Learning Paths
Cross-Platform Learner Management
Issue: Same learner enrolled via multiple delivery channels
System behavior:
Separate tracking for each delivery channel
Multiple deliveries of same content possible
Fragmented analytics across channels
Best practices:
Choose primary channel for each learner and stick to it
Regular audits to identify and consolidate duplicate enrollments
Clear communication about preferred delivery method
International and Time Zone Considerations
Issue: Learning Path delivery across multiple time zones
System behavior:
Delivery time is based on Learning Path creator's time zone
All learners receive courses at the same absolute time
May result in courses arriving outside business hours for some learners
Strategies:
Time zone analysis: Consider learner distribution when setting delivery times
Regional Learning Paths: Create separate paths for different geographic regions
Flexible timing: Choose delivery times that work reasonably across target time zones
When to Contact Support
Immediate Support Scenarios (Contact support@7taps.com immediately)
🚨 Critical Issues:
Learning Paths not delivering despite correct configuration
System errors preventing Learning Path creation or modification
Data loss or corruption in Learning Path curriculum
Integration failures affecting multiple learners
📋 Information to include in support requests:
Learning Path name and creation date
Delivery channel being used
Number of affected learners
Specific error messages or unexpected behaviors
Screenshots of configuration and any error screens
Timeline of when issues started
Self-Service Solutions First
Before contacting support, try:
Review this troubleshooting guide thoroughly
Check Activity Log for delivery confirmations and error patterns
Test with small learner group to isolate issues
Verify learner data accuracy (email addresses, phone numbers)
Confirm integration settings (Slack, Teams, SMS configurations)
Escalation Guidelines
Contact support when:
Self-service solutions don't resolve the issue within 24 hours
Multiple learners affected by the same problem
Business-critical Learning Paths are impacted
Data integrity concerns arise from system behavior
Enhancement requests: For feature requests or workflow improvements, include:
Business case for the enhancement
Current workaround you're using
Expected impact on learner experience or business outcomes
Key Takeaways
✅ Activity Log limitations - Only available for scheduled delivery, plan accordingly for tracking needs
✅ Modification restrictions - Core settings lock after launch, so plan carefully upfront
✅ Curriculum changes have implications - Understand cascading effects before making modifications
✅ Learner management requires strategy - Consider timing and coordination for optimal experience
✅ Integration complexity varies - MS Teams and Slack have specific requirements and limitations
✅ Documentation is critical - Manual tracking compensates for system limitations
✅ Support is available - Don't hesitate to escalate complex technical issues
Remember: Most Learning Path issues stem from configuration decisions made during setup. Investing time in proper initial configuration prevents most troubleshooting scenarios.
Related Resources
Learning Path Foundation Series:
When to Use Learning Paths vs. Single Courses - Strategic decision framework
Setting Up Your First Learning Path - Complete setup guide
Learning Path Strategy: Spacing and Sequencing - Advanced optimization
Additional Support:
Complete Course Creation Guide - Building individual courses for Learning Paths
7taps Integration Setup - Detailed integration configuration
Email support@7taps.com - Direct technical assistance
This troubleshooting guide is continuously updated based on common user questions and system changes. Bookmark it for quick reference during Learning Path management.