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StretchLearn FAQ & Troubleshooting

Answers to the most common StretchLearn questions and fixes for course, catalog, preview, enrollment, progress, quiz, and certificate issues — for both course builders and learners.

Overview

This article answers the questions we hear most and lists quick fixes for the issues that come up most often — split into builder-facing and learner-facing sections.

Frequently asked questions

What is StretchLearn? StretchLearn is the learning management system inside StretchSuite. You build courses, organize them into a catalog, quiz learners, track progress, and issue verifiable certificates — all scoped to your own workspace.

Can people browse my courses before enrolling? Yes. Published, public courses have a public page, and previews let non-enrolled visitors sample a limited number of lessons (the default is one). You control this with the preview enabled and preview lesson limit settings.

What's the difference between visibility and access level? Visibility (public / internal) decides whether a course page is publicly reachable. Member access level decides the account level a learner needs to unlock the full course. A public course can still require a registered account to enroll.

How is completion measured? Progress is tracked per lesson. Completing a lesson advances your overall percentage; when all required lessons (and any required quiz) are done, the course hits 100% and is marked complete.

How do quizzes decide pass/fail? Each question has a point value. Your score is your earned points as a percentage of the total. If that meets or beats the quiz's passing score (default 70%), you pass. Quizzes can limit attempts and impose a time limit.

What does a certificate prove? A certificate has a unique number (like SL-9F3A2B1C) and a public verification link showing the recipient, course, and issue date. Anyone with the link can confirm it's genuine without accessing your workspace.

Can I edit a course after publishing? Yes. Edits apply immediately. To take a course out of the catalog, set its status back to draft or archive it.

Does archiving delete learner records? No. Archiving retires a course from the live catalog but keeps its enrollments, progress, and certificates intact.

Troubleshooting for course builders

  • "Course title is required." You submitted the create/edit flow without a title. Add one and retry.
  • A published course isn't visible to learners. Confirm status is published and visibility matches your intent (public for the open catalog; internal is org-only).
  • The wrong course is pinned to the top. Ordering is featured-first, then newest published. Turn off featuring or adjust catalog sort order.
  • A quiz won't save. Every question needs prompt text (empty ones are dropped), and the quiz needs a title. If saving returns an unavailable message, assessments aren't enabled in your workspace — ask your administrator.
  • Certificates can't be issued. Issuing needs the learner's account. If the action returns an unavailable message, the certificate feature isn't enabled — ask your administrator.
  • Prerequisites won't save. A course can't require itself. If saving returns an unavailable message, the prerequisite feature isn't enabled.
  • My edit/publish button is disabled. Creating, editing, publishing, and archiving require StretchLearn management permission. Ask your workspace administrator.
  • Dashboard numbers look stale. Stats read live from your catalog. Click Refresh, or switch rail views and back to force a reload.

Troubleshooting for learners

  • I can't get past the preview. You've reached the free preview limit. Enroll to unlock the full course.
  • Enrollment is blocked. The course may require a registered account or completion of a prerequisite course first. Sign in / create an account, or finish the required course.
  • My progress or courses disappeared. You're probably signed in with a different account. Sign out and use the email you enrolled with. Progress is tied to your account and enrollment.
  • A completed lesson shows incomplete. Reopen it, reach the end / mark it complete, then refresh. The progress bar moves on completion, not on opening.
  • I can't submit a quiz. A required question is unanswered. Scroll for any you skipped.
  • I'm out of quiz attempts. The quiz caps retries. Contact the course provider if you need a reset.
  • I finished but got no certificate. Not every course issues one, and some are issued by the provider after completion. Confirm 100% and any required quiz passed, then check with the provider.
  • A verification link says not found. Re-check the certificate number for typos; the lookup is exact.

Tips

  • Builders: keep drafts and published courses tidy — archive superseded versions so learners never see two of the same course.
  • Builders: fill in SEO and preview settings before promoting a course so its public page converts.
  • Learners: always use one account, preview before enrolling, and keep your certificate verification links.

Still stuck?

If a problem persists after these checks, note what you did, what you expected, and what happened (including any error message and, for certificates, the exact number). Share that with your course provider or workspace administrator so they can trace it quickly.

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