Rise 360 Quiz Timer - Grey Screen

We've created SCORM file, that was also containing a quiz at the end to validate knowledge. 

One user flagged that the course was not loading on our LMS at all, and everything she seen was only a white/grey screen. After investigating it, we found that the user did not manage to complete the quiz within the initial needed time and while trying to enter it back, the screen got blank.

The LMS provider offered this info:
"Exporting the SCORM and running on SCORM Cloud (to test the training itself, removing the LMS element) I noted that the quiz has a timer to which the user must complete the training within a set period. Re-checking the user experiencing the issue I noted that the timer flashes up showing 1 second before the page changes, showing the grey screen. Based on this, I proceeded to test this in my SCORM Cloud testing portal.

Watching the timer and allowing it to elapse, I noted that I too was met with a grey screen meaning the user has exceeded the time for the quiz but the SCORM is not displaying anything to the end user upon this happening.

I would recommend reaching out to the support for the tool used to compose the SCORM file in order to discuss the 'grey screen' issue after time timer runs out as would likely be able to provide guidance."

Please let me know if you have any ideas about solving this issue further.