Troubleshoot Litmos sync delays

Use this when a user, team, training assignment, or overdue status looks delayed between Jericho and Litmos.

Steps

1. Open ActiveAdmin.
2. Confirm the customer organization.
3. Confirm the affected user or group.
4. Open Litmos admin.
5. Search for the affected user.
6. Check team membership.
7. Check course or learning path assignment.
8. Check due date and overdue state.
9. Record the mismatch and timestamp.
10. Recheck after the expected sync window if the issue is recent.

Expected result

You know whether the issue is:

• Missing Litmos user.
• Missing team assignment.
• Missing training assignment.
• Incorrect overdue state.
• A timing/sync delay.

Escalate when

• The state remains wrong after the sync window.
• Many users are affected.
• Litmos shows duplicate users.
• ActiveAdmin and Litmos disagree in a way support cannot resolve.