Help and troubleshooting
Symptom-first solutions to the problems POM LMS sites actually report.
In this chapter
| Symptom | Article |
|---|---|
| A course is missing or returns not found | A course does not appear |
| A lesson is missing from the outline, or 404s | A lesson does not appear |
| A student is blocked from a course that should be open | A student cannot access a free course |
| A buyer cannot open what they paid for | A student cannot access a paid course |
| A preview lesson is not public | A preview is not visible |
| The percentage will not move, or will not reach 100% | Progress is not updating |
| My courses returns not found | My courses returns not found |
| A lesson video is blank or broken | A video does not display |
| What to send when you contact support | Safe support information |
Before anything else
Three checks solve a large share of reports:
- Are you signed in as an administrator? Administrators pass access checks students fail. Test in a private window with a real student account.
- Is the course, or the lesson, published? Drafts are invisible to everyone but editors.
- Is the lesson attached to a course and a section? An unattached lesson returns not found; a sectionless lesson vanishes from the outline while still counting toward progress.
The pattern behind most access reports
When a student says they cannot get in, the question is almost never "is the plugin broken?" It is "which of the four gates stopped them?":
- The login requirement.
- A permission rule.
- The paid-course check.
- Nothing — the course is open.
They are evaluated in that order, and the first one that applies decides. A course with a permission rule never reaches the purchase check, however it is configured for payment.
Knowing the order turns an open-ended report into three questions with answers.
Things POM LMS never does
Half of all support requests are about behavior that does not exist. It sends no email of any kind — no welcome, no reminder, no completion notice. It issues no certificates. It keeps no enrollment list, and there is no report of who is studying what. It does not gate lessons in sequence, and there is no "continue where I left off".
If a student is waiting for an email from the course, they will wait forever. That message has to come from your mailing tool or your WooCommerce order emails.
When to contact support
When you have reproduced the problem with a student account in a private window, checked the configuration for the course, and it still behaves wrongly.
Send the information listed in Safe support information — and never send passwords or account credentials.