Progress not mark as complete when relaunched

Hi there, we have users feedback that they have already browsed through all the sections and it is showing a red tick (left image), when they reached the start of the assessment, they close the window and relaunch again, the progress for the previously captured sections is no longer mark as complete anymore (right image).

We have checked that this behavior is consistent for Chome/IE/Edge browsers. The file was exported to SCORM 1.2.
For your kind advice please.

Thank You