Troubleshooting & FAQs

Something not working as expected? Here are the most common issues admins run into mid-campaign and how to handle them.

Participation is lower than expected

Start with the learner drilldown to see exactly who hasn't engaged. A targeted nudge to non-participating learners is usually more effective than a blanket reminder to everyone.

Also consider whether your communication channels are reaching learners. If participation is consistently low across campaigns, it may be worth revisiting how and where you communicate Yarno to your team.

A learner's details are incorrect

You can edit a learner's details at any time. Go to Admin > Learners, find the learner and click View learner. Update their details and save.

If a learner's email address has changed and they can no longer log in, update their email in Yarno and ask them to use the password reset flow to regain access.

A learner needs to be removed from the campaign

Go to Admin > Campaigns > Edit campaign > Learners, find the learner, select them and click Remove from campaign. You'll be asked to enter a reason before confirming.

I need to make a change to the campaign after launch

Some campaign settings can be edited after launch and some cannot. For a full breakdown of what can be changed on a live campaign, check the Yarno support site or reach out to your CSM.

Have a question that isn't covered here?

The Yarno support site covers a wide range of topics in detail. If you can't find what you need there, reach out to your Yarno CSM directly.