Purpose: This guide is for content developers who are investigating a report that a Skyllful lesson is not behaving correctly. This includes issues such as buttons not responding, modes not appearing or not progressing, and lessons that appear frozen or incomplete. Work through each step in order before escalating to the Skyllful Customer Experience team.
Before You Start
Gather as much detail as possible from the person who reported the issue before opening the lesson in Skyllful Studio. The more specific the report, the faster you can isolate the problem.
Ask the reporter:
Which lesson and which specific screen, step, or mode is affected?
What did the learner expect to happen?
What happened instead?
Does the issue happen every time, or only sometimes?
What device and browser was the learner using?
If a screen recording or screenshot is available, request it before you begin. Visual evidence can save significant troubleshooting time.
Step 1: Confirm the Correct Modes Are Enabled
If a lesson is not progressing the way a learner expects, the first place to check is the lesson's mode configuration. A mode that is disabled will not appear to the learner, which can cause confusion about where they are in the lesson or why they cannot move forward.
Open the lesson in Skyllful Studio.
Review the mode settings and confirm each mode that should be available to learners is turned on.
If... | Then... |
|---|---|
A mode that should be available is disabled | Enable the mode, verify the lesson behaves as expected in preview, republish the lesson, and notify the reporter that the fix has been applied. |
A mode is enabled that should not be | Disable the mode, verify the lesson in preview, republish, and notify the reporter. |
All modes are configured correctly | Proceed to Step 2. |
Step 2: Confirm All Buttons Are Present and Correctly Placed
Missing or misplaced buttons are one of the most common causes of a lesson appearing frozen or unresponsive. In Skyllful, interactive buttons must be present on each screen that requires learner interaction, and they must be placed within the expected interaction zone.
Open the affected lesson in Skyllful Studio.
Navigate to the specific screen or step where the issue was reported.
Confirm that all required buttons are present.
Confirm that each button is positioned correctly within the screen layout.
If... | Then... |
|---|---|
A required button is missing from a screen | Add the button in the correct location. Preview the screen to confirm it functions as expected, republish the lesson, and notify the reporter. |
A button is present but placed outside the expected interaction zone | Reposition the button to the correct location. Preview to confirm, republish, and notify the reporter. |
A button is present and correctly placed but still not responding | Document the screen name, button type, and behavior observed. Proceed to Step 3. |
All buttons are present and correctly placed | Proceed to Step 3. |
Step 3: Preview and Test the Lesson
Before escalating, test the lesson yourself in preview mode to confirm whether you can reproduce the issue.
Use the preview function in Skyllful Studio to walk through the lesson from the beginning.
Navigate to the specific screen or mode where the issue was reported.
Attempt to reproduce the behavior the learner described.
If... | Then... |
|---|---|
You can reproduce the issue in preview | Document exactly what you observed, including the screen name, the action taken, and the result. Proceed to Step 4. |
You cannot reproduce the issue in preview | The issue may be browser- or device-specific. Ask the reporter to confirm the learner's browser and device, and whether clearing the browser cache resolved the issue. If the issue persists only for that learner, escalate with that context included. |
The issue only occurs in a published lesson, not in preview | Note this in your escalation details. This distinction is important for the Skyllful CX team to investigate. |
Step 4: Escalate to Skyllful Customer Experience
If you have reviewed the lesson configuration, corrected any button or mode issues, tested the lesson in preview, and the problem persists, submit a support request to the Skyllful CX team.
Contact: support@skyllful.com Submit via: Your organization's designated Skyllful support request form
Include the following information in your request:
Lesson name and the specific screen, step, or mode where the issue occurs
Description of the expected behavior and the actual behavior observed
Whether the issue is reproducible in preview or only in the published lesson
Whether the issue is consistent or intermittent
Confirmation that modes are correctly configured and buttons are correctly placed
Learner's device type and browser version
Screenshots or screen recording of the issue, if available
Escalation Path
If the issue remains unresolved after working with the Skyllful support team, you may escalate to:
Candy Lovelace Vice President, Customer Experience candy.lovelace@skyllful.com
Please include the original support ticket number and a summary of the issue when escalating.
Last reviewed: 2026 | Skyllful Knowledge Base | For content developers