Issue with Reporting and Tracking in LMS (Urgent)
May 01, 2019
Hi everyone. I've published new courses and republished old courses from Storyline 3 and uploaded them to Docebo. Most of the courses are set to HTML5 with Flash fallback. I tested one in SCORM Cloud and got a Completion and a Score. However, when tested in Docebo, learners were able to complete the courses, but they weren't registering any completion. I have reached out to Docebo about this and they're investigating the issue. From our end, we ran a debug log and found that there's a 502 error that happens when we take the graded test, like it's trying to send data to the server but it failed (if I understand this correctly). Has anyone encountered this kind of issue before? Has anyone uploaded a course to Docebo, and if so, how were you able to register completion? Any advice would be very welcome.
10 Replies
I am not familiar with Docebo but in other LMS's that I have used I have come across that unless you are using the proper LMS reporting value, it won't pass everything. Which value are you using? If using a score, you may need to use passed/incomplete or passed/failed. I know the Captivate LMS is like that even though scorm cloud can use either.
Hi Randy. I actually created four sample courses with quizzes and different Reporting/Tracking options including Passed/Incomplete and Passed/Failed, and both of them didn't register completion in Docebo. We're not sure why this is happening. Docebo Support Agents were unable to replicate this issue from their end.
Also, we only noticed this issue just this Monday; we tested other courses in Docebo and registered Completion before this week.
We have an update: we ran another Debug tool while playing a course and found an error 502: "An HTTP 502 status code (Bad Gateway) indicates that CloudFront wasn't able to serve the requested object because it couldn't connect to the origin server." We suspect that something is up on the LMS provider's end. I wonder how they can fix that?
Hi Hazel,
Sorry you've been dealing with those issues! Be sure to let us know what you find out from Docebo regarding the error you found.
You may also want to test the output in SCORM Cloud to be sure Storyline is sending the completion data correctly. We're here to help with that testing, if you'd like a hand!
If that's something you're interested in, share your course with us here, and we'll take care of the rest.
Thanks Alyssa. We just received feedback from Docebo. They replicated the issue and traced it to a certification error in the HTTPS domain. This caused a communication issue the Content Delivery Network and the domain Docebo created for us (I'm hoping I understood that correctly) and that generated the error. After they fixed the certificate, our courses are generating completion. This should be useful for others who are encountering similar issues.
Thanks for that update, Hazel! I'm glad you're moving forward now!
Hi Hazel,
When you mention this: "we ran another Debug tool while playing a course and found an error 502: "An HTTP 502 status code (Bad Gateway) indicates that CloudFront wasn't able to serve the requested object because it couldn't connect to the origin server.", how did you run the debug tool? Is this in Storyline or Docebo?
Currently, my courses can be scored and has a completion status of Completed/Incompleted when tested in ScormCloud. But, when the course is uploaded to Docebo, it doesn't read the score but captures the Completion status. This only happens to certain courses. Not sure why. I've submitted a ticket to SL support team and waiting for an update. Not sure why this is happening.
Appreciate your advise.
Hi Kydon Digital Media,
Hazel might be referring to enabling LMS debug mode to troubleshoot communication issues. You can read more about it here.
I see the support case you've opened and will follow up with Cleo to see where he's at with testing your files. Be on the lookout for a response soon!
Hi Kydon,
Apologies for the delay in replying. We ran the Google Chrome Debug tool (aka Developer Tools) while the course was running in Docebo, which was how we found the errors. The issue was discovered to be the Security Certificate not being updated / activated on Docebo's end, which was eventually resolved.
For the Scoring issue, have you tried publishing the Storyline course with the other completion statuses and testing them in Docebo? I hope that helps.
We are having issues with a SCORM Dispatch course (built in Articulate) that is passing scores, but not completion status. There's not currently any consistency in users to which this is happening. SCORM Dispatch courses work as SCORM 1.2 within an LMS, but the actual hosted SCORM packages are SCORM 2004, 4th edition, which we know isn't compliant with Docebo. That being said, the issue is only happening for 3% of users.
Wanted to jump on this thread and see if any Docebo users have experienced this issue...
Also, nothing in the debug is showing as an error.
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