Before You Begin
Check whether the issue affects:
- One learner or multiple learners
- One course or multiple courses
This can help identify whether the issue is specific to the learner, the course, or something more widespread.
1. Test Using a Different Browser
Ask the learner to try the course in an alternative browser:
- Microsoft Edge
- Google Chrome
- Mozilla Firefox
If the course loads correctly in another browser, the issue is likely related to browser settings or cached data.
2. Test in a Private / Incognito Window
Ask the learner to launch the course in:
- Edge InPrivate
- Chrome Incognito
- Firefox Private Window
This can help identify issues caused by browser extensions, cookies, or cached data.
3. Check Browser Extensions
Some browser extensions can interfere with SCORM content, including:
- Ad blockers
- Privacy extensions
- Script blockers
- VPN extensions
If possible, temporarily disable extensions and test again.
4. Check Pop-Up Blockers
Many SCORM courses launch in a new browser window.
Ensure:
- Pop-ups are allowed for your LMS site.
- Browser pop-up blockers are disabled.
- Security software is not preventing new windows from opening.
If clicking Launch does nothing, a pop-up blocker is often the cause.
5. Test on a Different Device
Ask the learner to test on another device where possible.
For example:
- Another laptop or desktop computer
- A supported tablet
- A supported mobile device
If the course loads on another device, the issue is likely related to the original device.
6. Test on a Different Network
Network restrictions can sometimes prevent SCORM content from loading correctly.
Ask the learner to test using:
- A home broadband connection
- A mobile hotspot
- An alternative network
If the learner is connected to a VPN, ask them to disconnect and test again.
7. Clear Browser Cache and Cookies
Corrupted browser data can prevent courses from loading properly.
Ask the learner to:
- Clear their browser cache and cookies.
- Close all browser windows.
- Reopen the browser.
- Launch the course again.
8. Ensure the Browser Is Up to Date
Confirm the learner is using the latest version of their browser, as older versions may not be compatible with some SCORM content.
9. Clear the Learner's Suspend Data
If the course launches but becomes stuck loading, resumes incorrectly, fails to progress, or displays unexpected completion information, the learner's suspend data may need to be reset.
As an administrator, you can clear the learner's suspend data and ask them to relaunch the course.
🎥 Please watch the video below for instructions on how to clear suspend data.
When Contacting Support
If the issue persists after completing the above checks, please provide:
- Learner name
- Course name
- Screenshot of the issue or any error messages
- Browser being used
- Confirmation that the issue has been tested in another browser
- Confirmation that cache and cookies have been cleared
- Confirmation that suspend data has been cleared
- Confirmation of whether the issue affects other learners
This information will help us investigate the issue more efficiently.