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Insights empty or missing learners

What to check when course or collection Insights look empty, show no activity, or are missing learners you know have completed.

Why are my Insights empty or missing learners?

Check the date range first: Insights show the last 7 days by default, so older activity is hidden until you widen it. Then check how learners opened the course. Individual results only appear for Identified Recipients (IRs), learners whose email address or identifier is captured, so if the course is open to anyone with the link, you'll see totals but not names.

What should I check first?

  1. Widen the date range. Open Insights on the course or collection, select the date picker, and choose a longer range or a custom range that covers when your learners took it.
  2. Check the access setting. Open the Share dialog. Learners who open an open share link are Anonymous Recipients, so their activity counts in views, completion rates and the progression funnel, but they don't appear by name in individual usage. To see who completed, choose a setting that captures an email address.
  3. Check the learner took this course. If you have several similar courses, a learner may have completed a different one. Search for their email address in the individual usage of each.
  4. Refresh the page. If part of the Insights screen is grey or hasn't loaded, refresh and open it again.

I embed courses in my own product. Why are my Insights empty?

Check you're passing a unique identifier for each learner when you request the embed, as that's what ties activity to an Identified Recipient. Also check the course's access setting in the Share dialog: if Insights are still empty with identifiers in place, set the course to a setting that captures an email address, then check again.

Frequently asked questions

A learner says they finished, but Insights show them as incomplete. Why?

Check they completed the same course, and that they reached the end, including passing any scored quiz. If the course requires a passing grade, a learner who hasn't reached it hasn't completed the course.