Certificate does not show at end of quiz

Feb 18, 2013

I have created a tutorial with a quiz and a certificate at the end.  This is on our web, so students can access it.  

The certificate opens in a new window (pop-up).  On campus it works just fine in any browser.  Off campus, our students are having problems with the certificate not showing (opening in a new window/pop-up).  We have tried turning the pop-up blocker off, however, the student has to complete the quiz again and there is no guarantee the certificate will work the second time.  

Any suggestions on why this isn't working?  Is it because it resides on the web?  Does it have to do with the version of the browser they are using?

Any help is greatly appreciated!  Thank you!!

7 Replies
Christine Hendrickson

Hi Janet!

It sounds like it may be browser-specific. Any idea if the students encountering this issue are using the same browser? Are they able to try in a different browser to see if they experience the same issue? 

if the pop-up blocker has been disabled, it should show properly when accessing the course again. However, they may need to try clearing their browser cache. 

Are you able to share a link to the course? If so, I'd be happy to do some browser testing. You're also welcome to send us the information privately in a support case, if you'd like. 

Janet ONeill

Thank you for a quick response!  From what I understand the issue is in FF, Chrome, and IE and I'm not sure if it is specific to one browser over another.  I'm not sure if they are changing browsers when they try again.  Here is the link http://www.nwacc.edu/web/lss_fa/finaidorientation.  Select 'click here for the finanacial aid orientation'.  

Thank you!!!!

Christine Hendrickson

Hi Janet,

I'm afraid the course is a bit more in-depth than I expected. It make take quite some time to test it in the different browsers. However, if you know they've already been viewed in the browsers, this may be something our support team should check out.

I did notice that the quiz is a part of a Presenter presentation. Would you mind creating a Presenter Package and sending it to us? Or, you can send the original .QUIZ file. You'll be able to attach it on the second page of this form. Also, please share the case number with me. You're welcome to do so here, or in a private message. 

Thanks, Janet!

Christine Hendrickson

Hi Janet,

Right, you'll need to fill out the first page of the form in order to continue. On the second page there should be an option to upload the files. If not, once you submit a support case, our technical team will be able to send you a link that will upload the file directly to your case. It's just a little faster, if we can get it when the case is submitted

If you're unable to attach it, just share the case number with me and I can share the upload link for the case in a private message.


Christine Hendrickson

Good morning Janet,

I was checking in on the status of your case this morning and I see that the last message was sent out by John on the 18th. I just wanted to take a minute to make sure you've seen his response. If you haven't received the email, please make sure the message didn't go into your Spam folder/filters. You may also want to add support@articulate.com as a safe sender. If you have looked for the message, but still cannot find it, just let me know and I can try to have it sent to you again.

If you have received his message and the issue is resolved, please let me know. I'll be sure to make note of this on the case.

If you are able to find the email and you're still having trouble with the certificate, please respond to John so we can continue working with you on this. 

Thanks Janet!

This discussion is closed. You can start a new discussion or contact Articulate Support.