SCORM troubleshooting guide

This section lists various SCORM course issues you might encounter and suggests ways to fix them.

This section includes the following:

SCORM course is showing as a zip file

If you have uploaded a SCORM course to Fuse and it is showing as a zip ﬁle, there is probably an issue with the imsmanifest.xml in the SCORM course package. The imsmanifest.xml file stores the information about the expected structure of the SCORM course.

Download the course, open the root directory and ensure that the imsmanifest.xml ﬁle is present:

If the manifest file is not present in the root directory, it must be added in the root directory and the course must be republished.
If the manifest file is located in a different directory, it must be moved into the root directory and the course must republished.
If the manifest file is present in the root directory, the information in the manifest ﬁle may not match the course structure. In this case, contact your course vendor so they can help resolve this.

SCORM course loads a blank screen

If you have opened the SCORM course in Fuse and it appears blank or fails to load, it is likely that the SCORM course needs to load in a new window.

There is a setting in SCORM files allows you to launch the SCORM course in a new window. It is required for SCORM courses to be launched on the mobile app. If your users are not accessing SCORM courses on mobile browsers/devices, it is not required that you select this setting.

To launch SCORM courses on mobile app and desktop:

On the content page for the SCORM course, click the ellipsis.
From the dropdown, click Edit.
Edit Content > OpenSelect Open in a new window i
in a new window).

Remote files

Another possible issue could be that the SCORM course is loading ﬁles which are hosted remotely. If some files are hosted remotely, it means they are not contained within the package that was upload to Fuse. You can check with the browser console/inspector to see if there are any files loading from outside of fuseuniversal.com. This can cause a large amount of browser-based issues and we do not support or recommend this approach. We strongly advise that all assets be contained within the SCORM course package.

Suspend data

An issue might be related to suspend_data. SCORM courses hold data about a user's progression. When the SCORM course loads, it validates the data against the imsmanifest.xml ﬁle. If the data doesn’t match, it causes an error. For example, if you originally had 14 slides in a SCORM course and you remove 1 slide, it will no longer match as the suspend data, as the expectation is that there are 14 slides in the SCORM course.

We do not recommend overwriting a SCORM course within Fuse. Instead, we advise you to upload a new version of the SCORM course. If you choose to do this, then another option is to select the option in Articulate Storyline and other WYSIWYG authoring tools, which ignores the suspend data. It ensures that there are no issues with uploading a new version of a SCORM ﬁle, but it will mean that the users who are in progress will have to restart the SCORM course.

Debug mode

Some courses automatically go into debug mode when there is an error (such as the one above). Currently, we do not support debug mode in Fuse, however, you can use SCORM cloud to debug a SCORM course. If you choose to do this, you must debug elsewhere and upload it again once the problem is resolved.

When submitting a ticket with Support, to help speed up the process, please include the following information:

A clear description of issue
The steps you’ve taken to resolve the issue
Confirmation that the issue does not relate to remote hosting, suspend data
or debug mode.

SCORM course does not mark as complete or is incorrect

In order for a SCORM course to be marked as complete in Fuse, a completion event must occur. A completion event triggers the course to tell Fuse that it is complete. It is important that we know what this event is, to be able to effectively triage any issues.

Typical completion events are include:

The user reaches the final slide in the SCORM course.
The user passes a quiz or clicks a button on the final slide.
There are conditions attached - such as having to view all slides.

If using expiry dates with SCORM courses

If you are using expiry dates within a learning plan, and there is a SCORM course in the learning plan, when the it expires for the user, it resets the completion status of all content in the learning plan. For more information on how to solve this, see << link to SCORM Course is marking itself as complete every time it is opened >>.

If not using expiry dates with SCORM courses

If you are not clear on the event that is occurring, try and obtain this information from the course author and check that the user has met all the conditions in SCORM course. If the conditions are met, check whether the SCORM course is sending the completion to Fuse, using the console. If it is being sent to Fuse and this is not being reflected correctly in Universal Analytics reporting, a ticket should be raised with the Fuse Support Team.

If a user is reporting that they have completed the SCORM course but the report shows they
have not, it is likely to be an issue with the connection between the SCORM course
and Fuse.

If all users are being affected, then the course is not pushing the data back to Fuse. You will be able to see if this is the case, by looking in the
console at whether the SCORM course is submitting a ‘Complete’ or ‘Passed’ status back to Fuse. If it is not, you should seek help from your course vendor/author.

If only a single user or a small number of users are affected, it is likely that these users have become unauthenticated. If a user's login expires whilst they are taking the
SCORM course, the connection between the SCORM course and Fuse is broken. We cannot recover any data and the user will need to take the course again. In this case, check the timeout length and adjust accordingly.