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Courses not loading after user able to access initially

  • November 15, 2024
  • 2 replies
  • 263 views
M
Novice III

Hi Everyone,

 

We received a report of users who were able to access a course and load it properly now being stuck with this screen when accessing the course. We have tried clearing cache/cookies, switching browsers, restarting the workstation and still have been unable to fix this error. Has anyone successfully gotten the course to fully load? We’ve submitted a ticket with Docebo but it’s looking like we may have to fully reset the course for this user and generate a report with their progress as of today to provide records of completion in the event of an audit. 

 

 

 

Thank You!

Best answer by KMallette

​@MylaPope  Hi Myla

If this is a SCORM course, there can be many things that cause a course to freeze, most of them around whether the internet connection between the learner’s computer and the course/LMS breaks. If it does break, for whatever reason, then resetting the course in the LMS is your only option. This is most likely to occur on mobile devices when the cell service has changed from one cell to another. Using the Go.Learn app on a mobile device can help with these scenarios.

If you open the Reports tab in COURSE MANAGEMENT (for the specific course), locate the user, and then view the user statistics, you’ll likely find some information about cmi.5 tracking. This is the details of the “conversation” between the course and the LMS. If you find anything that indicates a message WASN’T successful, this is your clue.   This is also where you’ll find the Reset X so that the learner can begin the course again.

2 replies

KMallette
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  • KMallette
  • Hero II
  • Answer
  • November 15, 2024

​@MylaPope  Hi Myla

If this is a SCORM course, there can be many things that cause a course to freeze, most of them around whether the internet connection between the learner’s computer and the course/LMS breaks. If it does break, for whatever reason, then resetting the course in the LMS is your only option. This is most likely to occur on mobile devices when the cell service has changed from one cell to another. Using the Go.Learn app on a mobile device can help with these scenarios.

If you open the Reports tab in COURSE MANAGEMENT (for the specific course), locate the user, and then view the user statistics, you’ll likely find some information about cmi.5 tracking. This is the details of the “conversation” between the course and the LMS. If you find anything that indicates a message WASN’T successful, this is your clue.   This is also where you’ll find the Reset X so that the learner can begin the course again.

KMallette, Surgical Training Institute (STI) (previously with Viasat, Inc.)
M
Novice III
  • MylaPope
  • Author
  • Novice III
  • November 15, 2024

​@MylaPope  Hi Myla

If this is a SCORM course, there can be many things that cause a course to freeze, most of them around whether the internet connection between the learner’s computer and the course/LMS breaks. If it does break, for whatever reason, then resetting the course in the LMS is your only option. This is most likely to occur on mobile devices when the cell service has changed from one cell to another. Using the Go.Learn app on a mobile device can help with these scenarios.

If you open the Reports tab in COURSE MANAGEMENT (for the specific course), locate the user, and then view the user statistics, you’ll likely find some information about cmi.5 tracking. This is the details of the “conversation” between the course and the LMS. If you find anything that indicates a message WASN’T successful, this is your clue.   This is also where you’ll find the Reset X so that the learner can begin the course again.

We were afraid of this and it just confirms what we initially suspected. Thank you ​@KMallette for your support!

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