This article outlines troubleshooting steps for when new functionality, recently enabled features, or system changes do not appear or behave as expected in your Absorb LMS environment. Many display and availability issues resolve on their own once deployments finish propagating, but the steps below help isolate environmental factors such as caching, browser state, or local configuration.

Allow Time for Deployment Changes to Take Effect

Absorb LMS updates are deployed in waves, and the timing of a feature appearing in your environment varies based on your Portal's region and the type of change. Before troubleshooting further, confirm that enough time has passed for the change to take effect.

For larger, system-level changes such as Portal Settings updates, role adjustments, or integration changes, allow 24 to 48 hours for the update to fully propagate before reporting an issue. Some changes rely on backend jobs that run on a schedule and do not take effect immediately. If a colleague reports seeing the change but you do not, this delay is a likely cause.

Refresh Your Browser Session

Browsers cache page elements such as menus, scripts, and styles to improve performance, which means outdated cached files can prevent new features or settings from appearing. Refreshing your session ensures you are loading the latest version of the LMS.

To refresh your browser session, follow these steps:

1. Save any work in progress and close any open Course content.
2. Press Ctrl + F5 on Windows or Cmd + Shift + R on macOS to perform a hard refresh.
3. If the issue persists, clear your browser's cache and cookies for the past 24 hours.
4. Sign out of the LMS and close the browser tab.
5. Reopen the browser and sign back in to your portal.

You can also test the LMS in a private or incognito window. Private browsing does not use stored cache, cookies, or active extensions, which helps confirm whether the issue is caused by local browser data. You will be prompted to sign in again, since private windows do not carry over active sessions.

Switch Browsers or Devices

If an issue persists after clearing your browser data, the next step is to determine whether the behavior is specific to your current browser or device. Confirming this helps narrow down whether the issue stems from your environment or from the LMS itself.

When testing, consider the following:

• Try a supported browser other than the one you are currently using. Absorb LMS is tested on Chrome, Edge, Firefox, and Safari.
• If the issue is reproducible on multiple browsers, access the LMS from a different device such as a laptop, tablet, or mobile device.
• If you are working from a corporate network, try a personal network or mobile hotspot to rule out network-level restrictions.
  • This includes if you are using a VPN, testing with the VPN disabled.
• Confirm that your browser is updated to the most recent version. Older browser versions may not support newer features.

For a current list of tested browsers, see Browsers Supported by Absorb LMS.

Restart Your Computer

Restarting your computer clears temporary system files, releases held memory, and resets background processes that may be interfering with the LMS. This is a quick step that resolves a surprising number of intermittent issues, especially when problems began suddenly or after a recent operating system update.

After restarting, sign back in to the LMS and confirm whether the feature appears as expected. If you are using a corporate-managed device, wait until any startup updates or security scans complete before testing.

Verify Permissions and Account Settings

Many features and settings in Absorb LMS are gated behind specific Role permissions, Department assignments, or User level toggles. If a feature is not appearing in your view, a common cause is that the feature is not available for your account configuration.

Review the following before continuing:

• Confirm that your Role includes the required permissions for the feature. Custom Roles may need to be updated by a System Admin.
• Check whether the feature is restricted to certain Departments, Templates, or Groups.
• Confirm that the feature has been enabled at the Portal level. Some features require a System Admin to toggle them on in Client Settings or Portal Settings.
• If you are a Learner, confirm that your Enrollment, license, or assignment has been completed.

If you are unsure which permissions or settings apply, contact your local System Admin to review your account configuration.

Disable Browser Extensions and Check Network Settings

Browser extensions, ad blockers, and corporate security software can interfere with how Absorb LMS loads content. If a feature is partially loading, displaying inconsistently, or failing silently, these tools may be the cause.

To rule out extensions and network restrictions, follow these steps:

1. Disable all browser extensions and reload the LMS.
2. If the issue resolves, re-enable extensions one at a time to identify the source.
3. Confirm with your IT team whether a firewall, VPN, or proxy is filtering content from the LMS.
4. Run a malware or antivirus scan to rule out local interference.

Check for Known Issues and Scheduled Maintenance

Before submitting a support request, confirm that the issue is not related to an active incident or scheduled maintenance window. Active deployments may cause temporary performance impacts or limited feature availability while updates roll out across regions.

Review the Client Alerts and Scheduled Maintenance sections of the Knowledge Base for current notices. If a deployment is in progress for your region, allow the maintenance window to complete before continuing to troubleshoot.

Document the Issue and Submit an Issue to Absorb Support

If the feature is still not appearing as expected after working through the steps above, document the issue clearly before reaching out for support. Detailed documentation allows the support team to investigate more efficiently and reduces back-and-forth.

When submitting a ticket, include the following details:

• Your Portal URL and the affected username.
• The name of the feature or setting that is not working as expected.
• The steps taken to reach the issue, including any settings you have already toggled.
• Screenshots or a screen recording, including the browser URL bar and any error messages.
• The browsers and devices you tested.
• The date and approximate time when the issue was first observed.
• The troubleshooting steps you have already completed from this article.

For full instructions on submitting a support request, see How To Contact Absorb Support.