The course has been launched for 6 months now and through one call from a learner and then doing an audit of completions and logs, plus talking to users, I've found some sessions are not being recorded. The biggest clue is we have a discussion forum after the eLearning. So no eLearning completion and a discussion comment is a red flag. Approx. 5% of learners are doing the eLearning, based on their reports to me and the LMS log. However, when I check by logging in as them, I get a fresh Rise course, as if they have never been there (or they've just opened lesson 1). One learner reports they did the course twice and both times it didn't record. It has me beat. I haven't been able to replicate it and I haven't identified any patterns (e.g a certain browser). I did update the SCORM in the first 2 weeks after the launch with minor changes and I checked that my test user progress data was unaffected. That's the only anomaly I'm aware of. Any suggestions? I hear SCORM Cloud mentioned as a baseline test, but not sure how that can help with intermittent problems.

Thanks for your updates, everyone! This is all very helpful. Our team is having a look at this behavior, and we've seen that making this adjustment in Chrome 83 has helped in some LMS environments: 1. Open Chrome browser2. Go to chrome://flags/#allow-sync-xhr-in-page-dismissal3. Change the drop-down selection from "Default" or "Disabled" to "Enabled" I will keep you posted on what our team uncovers!

Hi, Paul. You've done some really great troubleshooting so far, looking for the same indicators that I would.You mentioned updating the content after it was launched. We don't support resuming content after it's been overwritten with a new version, so handling resume behavior is open to variance in LMS environments. Could affected learners have been in progress during this update?Another possibility is that the affected learners had connectivity issues that prevented the course from communicating effectively with the LMS. Deciding to work closely with a learner who is having the most problems, you could enable LMS debug mode and collect the resulting log after they reproduce the problem. You can also explore whether they're using a supported browser, or if they have something unique in their environment like a VPN, home network, or other wifi instability.Keep us posted!

I have experienced exactly the same thing: for a very small number of users, Rise does not record their progress data or completion status. While they are in a training session, Rise indicates what they have completed with the check marks and the completion percentage changes. However, when they exit the course and LMS in the correct manner, none of their data is saved. Each time they access their course after a previous training session, it is a fresh course showing no previous completion data. There is no commonality at all between any of these users as they are in different locations/cities and use different devices, operating systems, have good internet connections, etc. When I log in as them everything works normally. These problems are also not related to updating courses that were in progress. Some learners are very irate when they complete a course several times and no progress data is recorded. What makes things worse that our training is required for government certification purposes.

Thanks for the comments Karl and Crystal. I wished I'd done that Crystal with the person who did the course twice and it reset. We're in different locations around the country, too, making it hard to sit-alongside. I'll look out for an opportunity to do the LMS debug. I did check the logs and those people started the course after I did the changes. Even though Articulate literature shows we can't resume after making changes to the content, we were able to. Our LMS picked where we left off. But I did wonder if I could create some mismatch of identifiers that could in the future not work with updates to the LMS (we haven't had any updates, so far)

We have worked with our LMS vendor to determine the cause. Our LMS is set up to open the Rise courses in a new browser window over the existing LMS window that stays open in the background. According to the vendor, the only known instances of this happening is when the window that is running the course loses connectivity with the LMS. This typically happens when the learner inadvertently closes the background window containing the LMS while the course is still in progress. So from the learner perspective everything appears to be normal as they are still able to use the course. However, when they choose to Exit the course (we use the Rise Exit link), there is no longer an active session to send the learner data back to the LMS. We have not been able to verify if this is what has been happening with the users that have had this problem. As this happens very infrequently to about 0.5% of our users it is thankfully not a widespread problem. For the few that it does happen to it is extremely frustrating.

Rise not completing & progress not recorded for 5% of learners

Crystal-Horn
Staff
5 years ago
Hi everyone. Thank you for giving us some time to explore this issue.

Chrome has deprecated a technology that was used by many LMSs to allow a course to communicate back to the LMS when the course window is closed. If your LMS hasn't upgraded their system, or if you're using an older version of your LMS that doesn't include an update to address this change, the course cannot communicate progress or completion properly. This causes learners to start over from the beginning instead of resuming a course or recording completion after they close the browser window.

Please reach out to your LMS and find out if they have released an update to address the Chrome changes. If you need support from us with the technical details, please let us know by starting a case with us here.
- MichelleKotulsk
  Community Member
  5 years ago
  This is not just with Chrome, Edge has the same issues.
  
  -Michelle
  - KarlMuller
    Community Member
    5 years ago
    Hi Michelle,
    
    If you are using the latest version of Edge (Chromium), it is also actually the Chrome browser that just looks a bit different.
MikeZaluski
Community Member
5 years ago
Hi all, we are also experiencing this issue! Most users get through the Rise course fine, but a minority (but significant number) of users have issues where their progress is not tracked in the LMS (we use IMC Learning Suite). This seems to occur mostly when they try to do the course over a number of sittings, but can occur when they attempt the course in one sitting. Initially I thought this may have been linked to the Chrome80 version change, but we have received complaints from FireFox and IE users as well.

- this particular course is published as a SCORM 2004 3rd edition (to get around the data_suspend limitations of SCORM1.2) but have heard similar complaints from other smaller Rise courses as Scorm1.2

- LMS provider indicate they have solved the issue of Chrome Version 80 XHR issues

- module behaved fine in SCORM cloud (lodged a case with Articulate who tested)

- module behaves fine for me (and most) in our LMS, but some users have nightmares

Has anyone had any luck solving?
KathyWasson-bb7
Community Member
5 years ago
I want to add we are seeing similar behavior as described in this thread. Course created in SL 360, survey questions only with requisite results slide, Actual Exit button to exit and close course. Published as 2004 4th edition to capture all interaction data.

In LMS, for one course, 10 learners show as Complete, but interactions are only reported for 9 of them.

Many of our courses have numerous people showing "In Progress" and never mark "Complete". (Some of those "In Progress" are reporting interactions for those users, while a some users marked complete show no interactions)

We have reached out to our LMS vendor, but in researching found this thread. There are so many variables it is difficult to determine if it is an SL build problem cause reporting issues in LMS, or simply an LMS reporting problem.
AlyssaGomez
Staff
5 years ago
Hello, Kathy! Thanks for sharing the details of what you're seeing in your LMS.

A great way to answer that question, "Is it my output, or is it the LMS?" is to test with SCORM Cloud. If it works properly on SCORM Cloud, it's a good indication that the issue is in the LMS.

We're happy to help you! Click here to privately share your output files, and we can tell you what we think. We delete everything when we're done troubleshooting.
PaulTottle-112c
Community Member
4 years ago
Hi Cyndi

For Totara I use guest access and auto-enrolment on SCORM activity - as setting in the enrolment method.

My problem with completions is not happening now. My best guess of the cause - I updated the Rise version and didn't maintain the same imsmanifest ID. So I now religiously keep a record of the first version ID for each Rise course and copy it into each version. So the ID number never changes as far as the LMS is concerned.

I'll send you a message. Also check out the user groups here. I use the healthcare & government forums, plus a local group that meets in our city.

Paul
CurtisMarqua512
Community Member
4 years ago
Here's a solution that LearnUpon found. When you go to export a Rise course, Articulate automatically populates the identifier field (not sure why they do?). Anyway, this seems to change the index.html file in the XML doc to include a long string of random numbers in that address. This in turn causes the bookmarking to not function. The solution: delete that automatically generated identifier code prior to exporting the course. It fixes everything.
- MikeZaluski
  Community Member
  4 years ago
  
  Curtis Marquardt
  
  Here's a solution that LearnUpon found. When you go to export a Rise course, Articulate automatically populates the identifier field (not sure why they do?). Anyway, this seems to change the index.html file in the XML doc to include a long string of random numbers in that address. This in turn causes the bookmarking to not function. The solution: delete that automatically generated identifier code prior to exporting the course. It fixes everything.
  
  Hi Curtis, I'm willing to try anything! Can you let me know where/how does one "delete that automatically generated identifier code prior to exporting the course"?
JohnathanJules
Community Member
4 years ago
Hi Everyone,

We have now moved over to Talent LMS and we are having issues where our students are unable to resume a course and have to start from the begining again everytime they access. This is causing lots of frustration for them, as it is forcing them to re-sit tests and isn't remembering their place or their scores. Our courses are structured like below:

Unit 1
- Lesson
- Test

Unit 2
- Lesson
- Test

Unit 3
- Lesson
- Test

And so on. This means that if it forget their progress at unit 3 they have to do the full unit 1 and 2 tests again to get back to unit 3. Its very frustrating and doesn't seem to be any settings within articulate. I'd be so greatful if someone can help us with this

Thanks

Erin
- CurtisMarqua512
  Community Member
  4 years ago
  Had this same issue with our LMS (LearnUpon). The solution that worked for
  us is when you export a Rise course, it automatically adds an Identifier
  string of text and numbers. You will see it on the export screen. What is
  happening is that changes the index.html file in the export to include some
  of that string, which appears to be messing up tracking for an LMS.
  
  The solution: delete that identifier so that the field is totally empty
  when you export. This fixed our problem with tracking. Hope it works for
  you!
  
  Curtis Marquardt
  Director - Online Education
  Utility Business Media
  Office: (815) 459-1796
  Cell: (847) 239-3680
JohnathanJules
Community Member
4 years ago
Hi Curtis,

Thanks so much for your comment, I saw your comment stating this further up the thread but i can't seem to find this identifier code anywhere, where about's do i look for this in the window? Is it in the html bar at the top of the page?

If so, how much do i delete? e.g. if it currently reads as below:

https://rise.articulate.com/author/iBvYvLSXGJFlzSjNW0RPMD1bKL2cVVl#/author/course/export

What do i then want this to read as?

Thanks so much btw :)

Erin
CurtisMarqua512
Community Member
4 years ago
When you are in Rise in a course you are building and you click the export button, it's the third item in the screen that pops up. Just erase that code and export.
JohnathanJules
Community Member
4 years ago
ahhh - you are exporting as a Tin Can file not Scorm.. do you know if there are any differences in exporting in this way and what they may be?

Thanks,

Erin