Course not being marked as complete
We have a course made on storyline 360 that I've published and a client has uploaded on to their own LMS (Learning Pool). They have uploaded other courses of ours and had no problems but for some reason this one is not marking as complete. They have also said that one learner has been marked as 'failed' which as far as I understand should not be possible.
Basically the course (and all our courses) ends with a quiz and once they pass they can click 'next' on the results slide which takes them to a slide where they press 'exit course' which triggers the course to mark as passed/complete. There's no trigger to mark it as failed, they just can't complete the course.
I've uploaded the file onto SCORM cloud and it's working fine ie being marked as passed and complete - I've also checked this happens when I fail the course and have to retake.
Other users have added the course onto their own LMS and we've not had any other issues reported.
They have said that they have checked with their LMS (Learning Pool) and there shouldn't be any issues on their end - but there also don't appear to be any on ours.
Any ideas of what could be going wrong?