Can't find any record of a course that user says they completed

Hi ​@dhillock - as you are finding out the Audit trail does not actually show course completion.

The 3rd and 4th bullet you mentioned are where an elevated user changes the status of the learner in the enrollment tab.

You are looking in all of the correct pieces. The tricks to audit trail are getting the timeframe. Also separately filter by operated by (username) and target (username).

During my last search like this I was able to exam all of the audit timeframe since the user had been created (earlier this year). Exported the raw info into a spreadsheet, then appended the next 3 months and so on. Till I had a whole spreadsheet to play with and look through. But I am a major Excel geek.

Now there is the more unusual options.

Do you have user self registration, or is there any possibility they are on a different account? We had this in a previous organization where users changed their email or other setting and ended up with multiple accounts.

Does the screen shot include the username or other info? Do you have certificates with the username?

Hi ​@dhillock this issue can happen if a learner has an eLearning scorm training material open for an extended period of time. The communication between the scorm module and Docebo happens when the user closes the course. However after an extended period of time left open, that communication disconnects. So even though the user may continue and achieve a successfully completion showing in the eLearning module, it never communicates back to Docebo when they close the course.

The session lifetime is set in your platform advanced settings>advanced options.

However this is only part of it.

See: Advanced Settings-Session Lifetime

In these cases we typically will manually mark the course as completed as long as the learner provides sufficient evidence. At the same time we will kindly provide best practice for eLearning. Something to the effect of: “If you need to multi-task or step away from your training to attend a meeting or something else, we would recommend you save your progress and close out of the open training module to avoid this issue in the future.”

Not sure if this is the exact cause in the situation you described but it is something that can happen that would cause this issue. Other situations like temporary network issues can also mimic a similar situation where the communication disconnects or is interrupted. Hope this helps.