Sometimes certain users don't see the content you expected them to see.

In most cases this problem can be solved through the set-up of automations or audience groups. The two most common causes are: the user is not in the correct group and/or the group is not included in the automations. The following instructions will guide you through the solution of the most common problems.

  1. Define content: First you need to find out which content the user is expected to see. E.g. the name of a module or journey.
    In this example a user with the function of trainee doesn't see content of 1 module: 'Your contract'.

  2. Find the content in LXP Control: Go to > Content > Modules/Journeys > Search...

    The content identifier of the first module is '1.1 Your contract'.

  3. Show automations that use the content: open the module information by clicking on the name of the module/journey. You can find out if there are automations that apply to the content in the module/journey information. You can click on the automation to directly go to that automation page.

    This module is used in the automation 'Unlock: content trainees week 1'.

  4. Check the user condition: the user condition shows who the automation applies to. You need this information to see if your specific user has access to the content.

    This module is visible to users in the group 'Trainees' or 'Managers'.

    There are three possible problems caused by the automations:

    1. The conditions were combined as AND conditions, meaning that the user needs to be in both groups instead of any of the groups. In this case, click on the '&' icon between the user conditions and change it to OR (recognised by the 'II' icon).

    2. The user's group is not included in the automation. Solution: add group to 'user condition' and follow the rest of the instructions.

    3. User is not in the required group. Solution: follow the rest of the instructions.

  5. Find user in group(s): now you know which group(s) the user need to be in to see the specific content. Go to Structure > Select the group(s) the user needs to be in > Search users...
    The group 'Trainees' is opened, we can see that the user (Lena Test) is not in the group 'Trainees' yet.

  6. Place user in group(s): in the group open the hamburger menu and go to add users > Select... And search for the user you want to add.

    The user 'Lena Test' is now added to the group 'Trainees'.

  7. Test if user can see content: the user should be able to see the correct content now. You can test this yourself by impersonating this user.

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