Troubleshooting Course Progress Issues

The Scenario

You may have created new content for your academy or updated an existing lecture with a new version. The new content is available in courses that have been assigned or available for self-enrollment in the training catalog. After the release, you have received a handful of reports from users that they have completed the course, but the course is not marked 100% complete.

Steps to Try First

Before reaching out to the Schoox Support team, try the following actions to ensure it is not a universal problem impacting all users:

1. Check Browser Version
   Confirm that you’re using the latest version of your web browser. Updates often include performance enhancements that improve the course playback. You can see a list of our supported browser recommendations.

2. Check Browser Type
   Confirm if this issue occurs in a specific browser by testing multiple browsers (if possible within your organization).

3. Internet Connectivity
   Check that your internet connection is stable using a free speed network test.

4. Proxy in as User to Replicate Issue
   If the first few steps have passed then considering proxying in as the user to attempt to launch the course and replicate the issue reported. Keep in mind that when you proxy in as a user that you can potentially complete the course on a user's behalf during the troubleshooting process. For more information on how to proxy in as a user, please refer to the article: Troubleshooting Logging In as Another User via Proxy.

5. Locate Patterns

   • Have multiple people experienced the same issue?

   • Does this issue occur in a specific location?

   • Does this happen in a specific browser or version of a browser?

   • Does this issue occur on a specific part of the course?

   • Did the prior version of the course work?

6. SCORM Cloud
   Attempt to use the SCORM cloud to complete the course using the Rustici engine. Schoox follows the same e-Learning standard for SCORM based content.

7. SCORM File Closure 
   Ensure that the SCORM file is properly closed by learners after completion, so that their progress and completion status are accurately tracked. For more detailed information, please refer to the article "Taking and Completing SCORM Modules".
   
    

When to Contact Support

If the issue continues after following these steps, please contact our Support team with the details below so we can assist you further:

• Browser Information: The browser name and version.

• Sample User Names and Unique IDs: Provide the first name, last name, and a unique id (email or external ID) of users who have experienced this issue.

• Course Name: Providing the course name or link to the course will allow us to review the exact course impacted.

• Screen Recording: A short screen recording showing what you’re experiencing can help us better understand and resolve the issue.

• SCORM Cloud Link or Report: Share the SCORM Cloud report or link in case a more-thorough investigation is needed.