How to troubleshoot missing content in Collections
How to troubleshoot missing content in Collections
How to troubleshoot missing content in Collections
When attendees report they cannot see collections or specific content items, you need to identify and resolve visibility issues in the Collections Menu › Settings area. This guide will help you diagnose and fix common problems that prevent users from accessing collection content.
When to use
When attendees report they cannot see specific collections
When content appears for some users but not others
When published collections are not displaying as expected
When testing visibility settings before an event goes live
Before you start
You must have Admin or Event Manager permissions to troubleshoot and modify collection visibility settings.
How to do it
Log in to your Cadence Admin account.
Navigate to your event dashboard.
Select "Collections" from the left sidebar navigation.
Verify collection status by checking if the collection is set to "Published" rather than "Draft".
Only collections with "Published" status are visible to attendees.
Check collection visibility settings by clicking on the collection and reviewing its visibility configuration.
Collections set to "Specified" visibility will only appear for the selected groups or attendance types.
Confirm menu item visibility by going to Event Setup > Menu and checking the visibility settings for the Collections menu item.
Review content-level permissions by opening the collection and checking individual content items for specific visibility restrictions.
Verify user permissions by confirming the user has the appropriate role or is in the correct attendee group.
Check for nested collections if using parent-child relationships, as both parent and child collections must be published.
Test on multiple devices to determine if the issue is platform-specific.
Mobile apps may require updates to the latest version (iOS 2.7.393+ or Android 2.7.404+) to properly display collections.
Clear cache and cookies if testing on web browsers.
Verify the collection is assigned to the event by checking Event Setup > Menu > Collections configuration.
Troubleshooting
If collections still aren't appearing for attendees:
Force close and restart the Cadence app on mobile devices
Ensure the Collections feature is included in your Event License Type
Check that you haven't exceeded storage limitations for your account