Rise course published to SCORM not retaining completion

Hi Articulate Community

I am the administrator of our organisation's LMS and also create/publish courses using Articulate. Big fan! 🙂

One of my colleagues created a course in Rise and published it in SCORM 1.2 format. I uploaded the file to our LMS late last year. While a large number of staff have completed the course, I have received complaints from some staff who have advised that they had completed the course but completion was not retained. 

I believe that most staff would have completed the course in one sitting and this may be a reason why this issue is only happening for some staff.

The course is made up of 15 lessons with each lesson having a locked continue block requiring completion of the all blocks above. The course author advised me that when publishing, the tracking was set to track using course completion of 100%.

Staff have reported completing the course/or the majority of the course and exiting, but when they go back in, the course has only recorded partial completion. In some cases, only 30-40%.

I am confused as to how the course allows them to work through each lesson and they are able to get to the lessons at/towards the end of the course, when there is a continue block requiring completion before they are able to move on to the next lesson.

When I have logged in to our LMS as the staff member experiencing this issue, I can see in the progress bar on the left that some lessons are complete (marked with a full circle), some are partially completed (partial circle) and some are incomplete (no circle).

I have reached out to our LMS provider who has suggested I check with Articulate about "regarding the progress whether it recorded in every single section or there are only few sections/checkpoints where progress saved/retained."

I'd appreciate any advice that others may be able to offer about this issue. 

Many thanks
Kirsty