Quick Answer
If you suddenly lose access to the platform or your active learning disappears, your account was most likely impacted by an automated identity synchronization process managed by your organization’s IT team.
What This Article Helps With
This article helps users understand why they may suddenly lose access to the platform, be unable to sign in, or no longer see active learning assignments and personalized learning content.
In many organizations, user access is automatically managed through systems such as Microsoft Entra ID. If changes are made to your account, group membership, or access permissions within your organization’s directory system, those changes may automatically update your platform access during the next synchronization cycle.
What You Might See
- You can no longer sign into the platform
- Your active assignments or personalized learning content disappear
- You receive an access denied or invalid account message
- Previously visible learning paths are no longer available
- You were able to access the platform previously, but access suddenly stopped
- Your account appears to have been removed unexpectedly
Why is This Happening
- Your organization manages platform access through an automated identity system.
- The platform regularly synchronizes with your organization’s user directory to validate active users and permissions.
- If your account is disabled, moved, removed from a synchronized group, or excluded from the synchronization scope, the platform may automatically remove or deactivate your access.
- This process is controlled by your organization’s IT or identity management team rather than changes made directly within the platform.
- In many cases, the issue can be resolved once your organization reviews and corrects the synchronization settings affecting your account.
How to Fix It
Contact your internal IT team or platform administrator. Let them know your access may have been impacted by an identity synchronization or provisioning issue. Ask them to verify:
- Your account is still active
- You are included in the correct synchronized groups
- Your access has not been removed from the provisioning scope
Once corrected, your access will usually return automatically after the next synchronization cycle completes.
Helpful Tips
Manual account fixes are often temporary until the underlying synchronization issue is corrected. Losing access does not usually mean your learning history or progress has been deleted. If your organization recently changed teams, permissions, departments, or security groups, this may have triggered the issue. Synchronization cycles are typically scheduled automatically and may not happen immediately after changes are made.
Common Questions
Why did I suddenly lose access to the platform?
This is usually caused by an automated synchronization between the platform and your organization’s identity management system. Changes to your account, permissions, department, or group membership may have impacted your access.
Why did my active learning and assignments disappear?
If your account is removed or temporarily deactivated during synchronization, your active assignments and personalized learning may no longer be visible until access is restored.
Did my learning history get deleted?
Typically no. In most cases, your learning history, assignment progress, and completed training remain associated with your account and become visible again once access is restored.
Can support manually add me back?
Sometimes, but this is often only a temporary fix. If the underlying synchronization issue is not corrected, the next automated sync may remove access again.
Who controls the synchronization process?
Your organization’s IT or identity management team controls the synchronization settings, provisioning rules, and group-based access configuration.
What should I check first?
Contact your internal administrator or IT team and ask them to confirm:
- Your account is still active
- You are included in the correct synchronized groups
- Your account is still within the provisioning scope for the platform
How long does it take for access to return?
This depends on your organization’s synchronization schedule. In many environments, access is restored automatically after the next successful sync cycle.
Will this affect other users?
Potentially yes. Any users impacted by provisioning changes, group removals, or synchronization scope changes may experience similar access issues.