SCORM pop-up window the RESUME shows but does not allow the ability to proceed

Sep 08, 2017

Some of our users are having the issue that when they launch the SCORM file is pops up, and the "Resume" button is showing, but when they click the "Resume" button, nothing happens. Does anyone know why this would be happening, and how to fix the issue?

Thank you

13 Replies
Matt Shinn

Hi Brittany,

I think this is related to the LMS you are using-- can you view the progress of people experiencing this issue?  As in, is the LMS properly tracking the course leading up to this glitch?  Is the SCORM package being accessed through a third party or is it directly available on the same server as the LMS?

Matt

Brittany Waltmire

I'm not sure about the users, but I just checked and my cookies are enabled and I am having the same issue...

The only difference between the user's experience and mine, is that the user experienced this in an existing course that has not been updated for some time. 

The issue occurred with me when I was updating a SCORM file in an existing course.  I was updating some content, and so i repacked the file and uploaded it. Then when I went to test the updated file, the issue occurred for me...

Ashley Terwilliger-Pollard

Hi Brittany

If you are updating the course as it's hosted on your LMS, it may also be treating it as a new version and therefore the users won't be able to resume where they left off. Can you try it when you're not updating the copy of the course?

The fact that it worked at SCORM Cloud is an indication that it's something on the LMS side of things - so feel free to keep us posted what you find out.

Brittany Waltmire

Hello, 

Yes, I did do that...I created a new test course, and there were no issues. 

Is there a way to fix the issue that is occurring due to the "copy" I update a lot of our LMS courses by replacing the existing SCORM file, and this has never happened before.  

Any suggestions?

Here is what Moodle is telling me since they cannot duplicate the issue:

"I have tried the Firefox (55.0.3) and Chrome - https://www.screencast.com/t/JP1whN8MlXlm and it always resumes the lesson. I would suggest looking at the browser settings that are different from the defaults, as well as eliminating any additional plugins and extensions that you may also have."

"I can also suggest re-installing the browser or disabling all the add-ons, to make sure that nothing in the browser stops the video"

Not very helpful... and they are basically telling me that it is a problem on my end since they can't recreate the incident...

 

Ashley Terwilliger-Pollard

Hi Brittany,

I'm sorry, I know how frustrating that can be. 

If it's newly happening, can you isolate anything else that's changed? Is it being published with a newer version/update of Storyline? Did Moodle change anything on their side recently? 

Also, did you run into this personally or reported by a user? If it was the user, is it confirmed that they clicked "Yes" on the resume prompt? Clicking no inadvertently would have reset it too...something that they may not want to admit. 😉

Brittany Waltmire

Thank you...

The only change that has taken place recently, is that Moodle pushed out an infrastructure maintenance update, but I am not sure what that entails, as there were no notes about what would be occurring this update.

As far as the issue, I ran this personally and well as it being reported by a few users.  Once the users reached out with the issue I began to research the issue, as this has never happened to me before. 

It just so happened that at the time I need to update a course with updated SCORM files. This is when the issue occurs with me, which I do this frequently, and have never had this issue previously.

Ashley Terwilliger-Pollard

Hi Brittany,

Thanks for more info here.

I'd have to defer to Moodle - if they allowed you to update before with a copy and kept the resume data, that's not something I'd expect. It should keep the reporting data, but it's a new version of the course and for example if you had added additional slides - the users may not see them if they were to resume to where they left off before. 

If Moodle also pushed out an update, that could be impacting how the resumes behave. Have you tried a brand new publish, test it as a user, and then follow your normal update process again to see if that'll let you resume? 

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