Forum Discussion
Error - unable to acquire LMS API
Hi,
In testing a course created in Storyline 360 and uploaded to Reach, users accessing it on mobile (specifically at the moment Safari in iPhone) are finding themselves with the error message:
Error - unable to acquire LMS API, content may not play properly and results may not be recorded. Please contact technical support.
This doesn't happen at the same point in each attempt. Sometimes learners can progress through a number of questions before it'll crash, or sometimes only a couple.
Included below is my own debug text from testing to crash.
I've checked it in ScormCloud (runs fine on computer, crashes on mobile) and can't see anything useful to help me diagnose the issue.
Any help appreciated!
0:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - <h1>SCORM Driver starting up</h1>
1:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - ----------------------------------------
2:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - ----------------------------------------
3:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In Start - Version: 7.12.0 Last Modified=06/09/2026 10:20:25
4:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Browser Info (Netscape 5.0 (iPhone; CPU iPhone OS 18_7 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/26.5 Mobile/15E148 Safari/604.1)
5:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - URL: https://learn.riseusercontent.com/rise-com/courses/e3e328a0-0d48-499f-96ea-84307d8d611d/versions/147ad00e-28a3-41fd-ac4d-edd82dc4eca2/content/index_lms.html
6:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - ----------------------------------------
7:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - ----------------------------------------
8:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In ClearErrorInfo
9:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - GetQueryStringValue Element 'StandAlone' Not Found, Returning: empty string
10:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - GetQueryStringValue Element 'ShowDebug' Not Found, Returning: empty string
11:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - strStandAlone= strShowInteractiveDebug=
12:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Standard From Configuration File - SCORM2004
13:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Using Standard From Configuration File - SCORM2004
14:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In LMSStandardAPI strStandard=SCORM2004
15:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In LMSStandardAPI missing interface method=ConcedeControl
16:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Calling Standard Initialize
17:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_Initialize
18:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_ClearErrorInfo
19:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Grabbing API
20:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_GrabAPI
21:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Searching with Rustici Software algorithm
22:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Searching with SearchForAPI
23:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - SCORM2004_SearchForAPI
24:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
25:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
26:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_WindowHasParent
27:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Window Does Have Parent
28:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Searching Parent - Name=, href=https://learn.riseusercontent.com/rise-com/courses/e3e328a0-0d48-499f-96ea-84307d8d611d/versions/147ad00e-28a3-41fd-ac4d-edd82dc4eca2/content/index_lms.html
29:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - SCORM2004_SearchForAPI
30:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
31:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
32:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_WindowHasParent
33:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Window Does Not Have Parent
34:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
35:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
36:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_WindowHasOpener
37:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Window Does Not Have Opener
38:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
39:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
40:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Looking in children - Name=course-e3e328a0-0d48-499f-96ea-84307d8d611d, href=https://learn.riseusercontent.com/rise-com/courses/e3e328a0-0d48-499f-96ea-84307d8d611d/versions/147ad00e-28a3-41fd-ac4d-edd82dc4eca2/#
41:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - SCORM2004_LookInChildren
42:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Looking in child frame 0
43:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
44:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
45:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Looking in this child's children Name=course-e3e328a0-0d48-499f-96ea-84307d8d611d, href=https://learn.riseusercontent.com/rise-com/courses/e3e328a0-0d48-499f-96ea-84307d8d611d/versions/147ad00e-28a3-41fd-ac4d-edd82dc4eca2/#
46:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - SCORM2004_LookInChildren
47:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Looking in child frame 0
48:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
49:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
50:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Looking in this child's children Name=, href=https://learn.riseusercontent.com/rise-com/courses/e3e328a0-0d48-499f-96ea-84307d8d611d/versions/147ad00e-28a3-41fd-ac4d-edd82dc4eca2/content/index_lms.html
51:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - SCORM2004_LookInChildren
52:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
53:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
54:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
55:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
56:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
57:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
58:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Didn't find API in this window - Name=course-e3e328a0-0d48-499f-96ea-84307d8d611d, href=https://learn.riseusercontent.com/rise-com/courses/e3e328a0-0d48-499f-96ea-84307d8d611d/versions/147ad00e-28a3-41fd-ac4d-edd82dc4eca2/#
59:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
60:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
61:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_WindowHasOpener
62:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Window Does Not Have Opener
63:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
64:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
65:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Looking in children - Name=, href=https://learn.riseusercontent.com/rise-com/courses/e3e328a0-0d48-499f-96ea-84307d8d611d/versions/147ad00e-28a3-41fd-ac4d-edd82dc4eca2/content/index_lms.html
66:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - SCORM2004_LookInChildren
67:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Looking in child frame 0
68:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
69:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
70:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Looking in this child's children Name=, href=https://learn.riseusercontent.com/rise-com/courses/e3e328a0-0d48-499f-96ea-84307d8d611d/versions/147ad00e-28a3-41fd-ac4d-edd82dc4eca2/content/index_lms.html
71:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - SCORM2004_LookInChildren
72:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
73:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
74:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In SCORM2004_APIFound
75:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - API NOT Found
76:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Didn't find API in this window - Name=, href=https://learn.riseusercontent.com/rise-com/courses/e3e328a0-0d48-499f-96ea-84307d8d611d/versions/147ad00e-28a3-41fd-ac4d-edd82dc4eca2/content/index_lms.html
77:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Grab API, returning, found API = false
78:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - Unable to acquire SCORM API:
79:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - SCORM2004_objAPI=object
80:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In InitializeExecuted, blnSuccess=false, strErrorMessage=Error - unable to acquire LMS API, content may not play properly and results may not be recorded. Please contact technical support.
81:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - ERROR - LMS Initialize Failed
82:Tue Jun 09 2026 10:57:23 GMT+0100 (British Summer Time) - In DisplayError, strMessage=Error - unable to acquire LMS API, content may not play properly and results may not be recorded. Please contact technical support.
83:Tue Jun 09 2026 10:57:27 GMT+0100 (British Summer Time) - In IsLoaded, returning -false
3 Replies
Hi PaulAbbott​,
Thanks for sharing the debug logs! I can see the course is failing when it attempts to locate the SCORM 2004 API, which results in the "unable to acquire LMS API" message.
A few things stand out:
- You mentioned the issue occurs in both Reach 360 and SCORM Cloud on mobile, but not on desktop. Since the behavior is reproducible across platforms, that may point more toward a mobile browser or course-specific interaction than a Reach 360 issue.
- The logs show the course repeatedly searching for the SCORM API and returning "API NOT Found," which can happen when communication between the content and LMS is interrupted or blocked.
Could you share a bit more information?
- Which version of Storyline 360 was used to publish the course?
- Does this happen with all learners on iPhone/Safari or only some users?
- Are you able to reproduce the issue consistently with a copy of the course in SCORM Cloud on the same device?
- Does the course contain web objects, JavaScript, embedded video, or any custom code?
If you'd prefer, you're also welcome to open a support case and share the Storyline file with our team so we can take a closer look.
Intermittent issues are often the most difficult to diagnose. In this case, it sounds like Safari may be silently discarding or reloading the course page. When that happens, Storyline attempts to reconnect to the SCORM API, but the original LMS launch context or parent window may no longer be available. In other words, Safari may be terminating or reloading the Storyline content and then restarting it outside the original SCORM runtime environment.
Here are a few things I would definitely try:
- Are you seeing any "Access Denied" or other errors in the browser developer tools? If you don't have access to a physical iPhone and Mac for testing, you could use BrowserStack to simulate the device and inspect the console logs.
- In Storyline's publishing settings, do you have "Launch player in new window (creates launch page)" enabled? If so, try disabling it and test again.
- On the affected device, try temporarily disabling Prevent Cross-Site Tracking in Safari > Settings > Privacy and see whether the behavior changes.
- Pause any ad blockers, content blockers, or privacy extensions. Also, make sure both the LMS domain and the course content domain are whitelisted.
- Can you associate the crash with any specific media, such as MP3 audio or MP4 video files? Also, does the issue occur more frequently when navigating quickly between slides or quiz questions versus moving through the course at a normal pace?
Hello PaulAbbott,
Great call opening a support case! One of my talented colleagues will be in touch with you via email shortly. You're in excellent hands!
We'll continue the conversation over in your case, so everything is in one spot.
