Users outside of the US unable to get course completions

Hi Damion, I can see from the logs that you have provided, all of the SCORM comms are successfully completing (error code = zero), and so as far as the Storyline module is concerned, it is tracking as expected. I think there must be something at play with Moodle here. I'm guessing the logs are coming from Moodle are they, as according to the logs, the SCORM data has successfully saved to the LMS. It is really unusual that this is a region specific thing too. Is there any difference in the offering for the other region, or are they accessing the exact same offering? For example, users don't have access to a Review button do they, that just reviews the module and doesn't store data against it?

I'd love to hear what the cause of this one is as it is not something I've heard before.

What version of Moodle are you using?

We see a lot of issues with self-hosted Moodle sites that are not updated regularly with the latest bug fixes.

There has been a number of recent changes to Browsers such as Chrome 80 which breaks SCORM communication in older versions of Moodle - we're also seeing a few edge cases with Safari browsers that are still failing under some circumstances.

First - make sure you're using an up-to-date version of Moodle - you could also try testing an account on a free https://moodlecloud.com/ site to see if your issues are resolved.

Then - drop a line in the moodle.org community forums with any more detail that you can provide that might help identify where the issue is.

Good luck!

Thank you for the responses.

I've never seen this before either.  All of the users are accessing the same version of Moodle (3.7.1) from the same location.  They access one tool which has a link within which jumps them to the LMS.  There's no review button enabled for the user.

Updating the Moodle version is something that I mentioned to the web developer for the Moodle application on our end.  I didn't see anything specific within the Moodle release notes for the newer versions which mentions the issue that I'm seeing.  I feel confident that the issue is not authoring tool related since I'm able to see completions for users in the US as well as one of the courses.

My next step will be to open a chat in the Moodle community.  Hopefully I will get a response from someone.

So something I'm seeing this morning within the LMS.

Most of the courses have knowledge checks within them.  It was by decision to not have these knowledge checks count against the users grade, so the only result that is counted on results slide would be a last multiple choice question that only has one answer.  Once they've submitted the answer, the results are submitted when the timeline starts on the next slide.

I noticed that a couple of the courses had all of the questions turned on within the results slide to give a score.  These courses are showing for the users as completions within the LMS.

Is it a requirement for all questions to be graded on the results slide?  If so, it still doesn't make sense for the completions to be received by users within the US on other courses.

The changes related to Chrome 80 support didn't land until 3.7.5 - you should also be making sure that you regularly update your Moodle site with the security releases that come out every 2 months. (you're almost 12 months behind on that alone!!)

Also - 3.7 support ends completely in 5 months so you should probably look to upgrade to 3.9 which is a LTS so will be supported for at least 36 months and was released this week.

But - make sure you keep an eye on the SCORM forum on moodle.org - there are still some intermittent issues we're seeing related to newer versions of safari and chrome that are still under investigation but a fix for those should be coming through soon.

Thank you Dan for the information you've provided.  I've sent it over to our developer that worked on the Moodle setup.  

A decision will need to be made in regards to the impact of updating the site.

tbh - it concerns me that a "decision" is required at all here... Just because you can download Moodle and install it yourself, doesn't mean you can ignore the regular security updates. There really is no excuse to not keep your systems up to date with security patches.

Use this to place some pressure on whoever manages your site to schedule in the 2 monthly security updates!!!

I think it's more that they are unsure if the update will affect any of the changes done to the coding.  If the site will be down at any point while doing the update.  Things like that.  I was concerned as well when I first started and saw the version was a bit older.