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FAQ and troubleshooting

People and access

Section titled “People and access”

Someone isn’t in my campaign or learning path

Section titled “Someone isn’t in my campaign or learning path”

Check, in this order:

  • Licence. People without a free licence are skipped when you add them. AppSec campaigns and paths need an AppSec licence, which is never given automatically. See Licences.
  • Status. Disabled users are skipped and get no emails. See Managing users.
  • Timing. Adding a team or everyone takes a snapshot. People who joined later must be added separately. See Participants.

An invited person never got the email

Section titled “An invited person never got the email”
  • If Require SSO is on, no invitation email is sent at all. The person simply signs in through your identity provider. See When SSO is required.
  • Invitations expire after 7 days and are then deleted. Use Re-send on the Pending Invites tab (at most once a day), or invite them again. See Expiry.
  • Ask them to check their spam folder. If you send through your own mail server, check it under Tenant Settings → Email with Test Connection.

We lost access after turning on the IP allowlist

Section titled “We lost access after turning on the IP allowlist”

Contact RansomLeak support: only support can restore access. Next time, add your own address first with My IP. See IP allowlisting.

The deepfake or phishing simulation menus are missing

Section titled “The deepfake or phishing simulation menus are missing”
  • Deepfake Drills needs the Manage Deepfake Drills permission, which isn’t part of the built-in Admin role. Create a custom role that includes it. See Roles and permissions.
  • The other drill types (the tabs under Content Management → Microlearning) each need their own permission.
  • Phishing Simulations is an add-on. If the menu is greyed out with an Add-on badge, contact RansomLeak to enable it. See Phishing simulations.

Can learning paths be assigned automatically to new hires?

Section titled “Can learning paths be assigned automatically to new hires?”

Yes. Create a team rule: in User Management → Teams, click Assign learning path and turn on Also assign to people who join this team later. Anyone who joins the team gets the path: invited (once they accept), provisioned by SCIM or your HR system, created through the API, or moved in by an admin. You can add a deadline of 1 to 365 days and change it later with Edit deadline (it applies to people assigned from then on). See Automatically when people join a team.

What happens to someone’s training when they move to another team?

Section titled “What happens to someone’s training when they move to another team?”

They keep every path and all their progress; nothing is unassigned. The new team’s rules add its paths, unless the person already has them.

Progress and completion

Section titled “Progress and completion”

A learner’s progress went down, or they must redo something they already finished

Section titled “A learner’s progress went down, or they must redo something they already finished”

That’s usually expected:

Learners see a locked step

Section titled “Learners see a locked step”
  • In a learning path, a step with prerequisites stays locked until they’re all complete. See Prerequisites.
  • In a campaign with Enforce completion order on, items must be done in the order you set. See Creating a campaign.

A learner can’t pass a quiz

Section titled “A learner can’t pass a quiz”

The Quiz Completion Threshold is 100% by default, so a single wrong answer fails the quiz. Learners can retry. Many organizations lower the threshold to 70–80% under Tenant Settings → Learning & Assessment. The same threshold applies to drills. See Learning & Assessment.

A drill result didn’t save

Section titled “A drill result didn’t save”

If the connection drops when a drill finishes, the learner sees Try again. The result is kept while the page stays open. See Saving your result.

Emails

Section titled “Emails”

Nobody got reminder emails

Section titled “Nobody got reminder emails”
  • Check Email Reminder Configuration on the campaign. See Emails and reminders.
  • Reminders go only to people who haven’t finished. Disabled and unlicensed users never get campaign emails.
  • People added to a Draft campaign are emailed only when it starts.
  • If you use your own mail server, check it under Tenant Settings → Email with Test Connection. See Email.

Content

Section titled “Content”

I can’t delete a campaign, learning path or custom content

Section titled “I can’t delete a campaign, learning path or custom content”
Item Why it can’t be deleted What to do
Campaign It’s Active or Overdue Suspend or cancel it first. See Deleting.
Learning path It’s used in an active campaign, or people are assigned to it Unassign everyone first. See Changing a published path.
Custom content It’s a step in a learning path Remove the step first. See Custom content.

Our LMS shows an error when learners open a RansomLeak SCORM package

Section titled “Our LMS shows an error when learners open a RansomLeak SCORM package”

Look up the message in Messages learners might see. The most common one is License Required: every LMS learner uses a licence.

For learners

Section titled “For learners”