When is completion communicated to the LMS?

We just launched our first course built with storyline to about 50,000 people world wide.  We usually expect to receive less than 3% of people experiencing completion issues.  So far, our results are good.

We are having some completion issues, where students say they are completing the course, but the LMS (Sum Total) is not recording the completion.

When is completion sommunicated with the LMS?  Is it: upon finishing the last question in your final test, when you reach the results page, when you click finish, or some other time?

I am asking because I want to see if there is something I can do from a design perspective to help care for some of these completion issues.

Thank you in advance for any and all answers!

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