Passing score recorded as Fail in LMS

We have a few courses published in Storyline 360 that are being problematic - students are getting the required number of questions to pass correct, but are still being scored as a Fail. This is not happening to EVERY student who takes these courses, it is happening seemingly at random.

For example, we had a trainee yesterday taking a course with 132 questions and the required score to pass is 100%. The trainee got 132 questions correct and 0 wrong, but Storyline reported a Fail score to our LMS. It has happened on another of our courses that is 50 questions, 70% to pass (so a minimum of 35 questions correct to pass) - a trainee got 41 correct and 9 wrong, but was scored as a Fail.

I've tried to find similar posts and have seen Articulate support staff comment, "If the issue persists, open a support case with your LMS provider, since they're your primary source of support for LMS tracking and reporting issues," but our LMS provider has stated that the raw slide data from Storyline supports the "pass" score, but the results are being reported as a "fail" status. When looking at the data they pulled for the first trainee I mentioned, they said, "Looking at the individual scores reported per slide, they all appear to be correct.. It looks to me like he answered every slide correctly, then Storyline somehow failed to accurately tally the total.. The results, as reported by Storyline, are contradictory." We are at a loss for how to figure out how to fix this issue, or even WHY this is happening. As I stated, it is not happening to every student who takes these courses, which leads us to believe that the problem is NOT improper settings in the Storyline file/package – these have been one-offs but are problematic for our training.

Any assistance would be appreciated.

Thank you,

k