> ## Documentation Index
> Fetch the complete documentation index at: https://docs.junojourney.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Course Access Issues

> Can't open a course or content isn't loading? Common causes and fixes.

export const InternalNote = ({children}) => {
  const [isInternal, setIsInternal] = useState(false);
  useEffect(() => {
    const user = window.__mintlify_user__;
    if (user?.groups?.includes("internal")) setIsInternal(true);
  }, []);
  if (!isInternal) return null;
  return <div className="internal-note">
      <strong className="internal-note-title">🔒 Internal Note</strong>
      <div>{children}</div>
    </div>;
};

## A course shows as "locked"

Courses can be locked for several reasons:

| Reason                         | What to do                                                    |
| ------------------------------ | ------------------------------------------------------------- |
| **Prerequisite not completed** | Finish the previous course or unit in the learning path first |
| **Not yet enrolled**           | Click **Enroll** on the course detail page                    |
| **Access restricted by admin** | Contact your admin — some content is limited by role or group |
| **Waitlisted**                 | You're in a queue; enrollment opens when a spot is available  |

<InternalNote>
  Access restriction is controlled by the `access` field on the content document. Check the content settings in Admin → Content → \[Course]. If the user should have access, verify their role or group assignment matches the content's access rules (tenant-scoped query with tid).
</InternalNote>

***

## I requested a course but nothing happened

For external (LXP) content and some internal content with approval workflows:

1. Your request may be pending manager approval — check your email for a confirmation
2. Your manager needs to approve it in **Manager → Learning Requests**
3. Once approved, the course appears in **My Library**

If your request has been sitting for a long time, follow up with your manager or admin.

<InternalNote>
  Request flow triggers when: `managerApproval` flag is true on the content, OR `price > 0` (requires budget approval). Check request status in Admin → Learning Requests. If the request exists but manager never received a notification: check notification settings for that manager's account (email verified, notifications enabled).
</InternalNote>

***

## Video isn't playing

**Try these first:**

1. Refresh the page
2. Check your internet connection
3. Try a different browser (Chrome recommended)
4. Disable browser extensions (ad blockers can interfere with video embeds)

**YouTube videos:**

* YouTube videos are embedded and require an internet connection to the YouTube domain
* If your company's network blocks YouTube, you won't be able to watch these — contact IT

**Uploaded videos:**

* If an uploaded video fails to play, the file may still be processing — wait a few minutes and try again
* Contact your admin if it's been more than 30 minutes since upload

<InternalNote>
  Video playback errors don't surface to the user — the player just freezes or shows a spinner. React Player is used; YouTube is locked to 16:9. If a user reports video issues: (1) confirm the video URL is valid and accessible (YouTube videos require the video to be public or unlisted, not private), (2) for uploaded videos check the media processing status in Admin → Content → \[Course] → \[Unit] → check encoding status.
</InternalNote>

***

## SCORM content isn't loading or tracking

SCORM units open in a dedicated viewer. Common issues:

* **Embedded viewer not loading**: SCORM content opens in an embedded viewer (iframe) within Juno. If it shows a blank frame, try refreshing or clearing your browser cache.
* **Content won't load**: The SCORM package file may be corrupt — contact your admin. If you see "No valid SCORM file found", the uploaded package has an extraction error.
* **Completed but not tracking**: The SCORM package controls completion — if it doesn't send a completion signal, Juno won't record it. Contact your admin to manually mark it complete.

***

## I completed a course but it's still showing as "in progress"

For most content types, completion is tracked automatically. If a course appears stuck:

1. **Refresh the page** — the status may not have updated yet
2. **Check if all units are done** — a course isn't complete until all required units are finished
3. For SCORM: the package may not have sent a completion event — contact your admin
4. For assignments: a human review may be required before it's marked complete

<InternalNote>
  If completion isn't recording: check the unit type. Assignments require admin/instructor manual grading. SCORM completion depends on the package's own completion logic. Check the `userUnit` record in MongoDB for `completedAt` — if it exists, the completion was recorded but the UI may have a cache issue (have user hard-refresh).
</InternalNote>