Rise course not being marked as Complete
Oct 26, 2021
Hi,
We’ve had some users attempting to complete our Rise module face issues with the course registering as complete (which makes a completion certificate available). Because they don't need to see every page, the current course completion setting is 55%. The module is hosted on Moodle.
3 users have now emailed us this week that they have finished the module, but their certificate hasn't been generated. Upon logging in to the back end of their Moodle account – we can see they have completed the module in that they are on the conclusion page (well past that 55% mark), however clicking 'close module' does not mark the module as complete for some reason. It is looping back to the conclusion page as a bookmarked spot, rather than a completion hence no certificate. They have confirmed that they have tried pressing the ‘close module’ button. However we know that other people have successfully completed the module in the meantime.
Do you have any thoughts on whether it might be a SCORM-related issue or a Moodle-based one? And is there a solution within Rise that can help?
Thanks,
Rob
9 Replies
Hi! So sorry to hear that you're encountering this issue in Moodle.
Hi Hazel,
Thank you for replying.
I've checked the module on SCORM Cloud but it all seems to work and report fine for me, but I guess that's the nature of my problem (and question).
It's only a small percentage of users who are having the issue. The majority of users are fine.
As the certificate is important professional identifier of completion, we're hoping to figure out what might cause this so they have the same experience as everyone else. Rise? Moodle? Something on the user end?
Hoping you can point us in the right direction.
Rob
Hi Rob! Thanks for testing your course in SCORM Cloud and letting me know that it is working fine. Since only a small percentage of users are having the issue, it might be something on the user end. Do you happen to have information on which browsers (and browser versions) these users were using when accessing the course? Here's a link for reference with information on supported browsers for viewing Rise courses.
Thanks for that.
We’ve had more users contact us over the weekend so it's obviously an ongoing issue.
We've checked - they are using different browsers (Chrome, IE, Safari) and a range of devices (PC, MAC). Most have said they are using the most up to date version of their browser. One even tried on both Chrome and IE to no avail.
We're at a bit of a loss. One user has said they un-enrolled, re-enrolled, and then completed the course without exiting.
Could it have something to do with the Reporting: Complete/Incomplete rule within the SCORM itself – we obviously can’t see what other options there are for that though – do you have any thoughts on that?
Sorry to hear at more users are encountering the issue. I logged case 02977293 for you and one of our technical support engineers will contact you to assist you further.
We are experiencing the same/a similar issue: I can see in the reporting details that a 100% is done, but sometimes upon closing the module a passed statement is send, and sometimes it is not (or is stopped by the browser) Any update or information on this issue would be great.
HI Suzanna!
Hi Hazel,
Yes I did, but as Rob pointed out, it's only a percentage of the users who do encounter thsi problem. What we can see is that it seems that the "passed" statement is sent automatically only when closing the module. This however sometimes is forcefully stopped by the browser itself and the statement doesn't get stored because of this.
Hi Suzanna! Please open a case with us here so that one of our technical support engineers can take a look deeper into what is happening.