Locked training material not opening

  • 20 March 2023
  • 4 replies

Userlevel 3
Badge +1

Hi All, 

We’ve recently come across users who are not able to access locked training material in a course after they’ve finished the pre-requite tm. Its shown up quite a few times with a recent training that was introduced and wanted to see if anyone has similarly experienced this situation. 


Tm 1

Tm 2 - Locked

Tm 3 - Locked

User completes Tm 1, but cannot access Tm 2. Also, User completes Tm 1 and Tm 2, but cannot access Tm 3. 


After having done additional research recently on another course, I know that Safari web browser has a server timeout after 20 minutes of inactivity, which can lead to a course not updating completion, but in this case, most users have been using Google Chrome. 

Thank you in advance! 


4 replies

Userlevel 5
Badge +3

What kind of file types are your training materials? We’ve experienced similar issues in the past with xAPI, courses appeared to have completion tracking issues so we had to republish in SCORM, the issue has been fixed, but xAPI courses will need to be republished. Also, another thing, email address should be correctly set-up in user’s account, otherwise, the system may not record the completion.


Userlevel 4
Badge +1

Hi @Jason Kocur 

Based on the Docebo KB, they do not Safari since 2018 https://help.docebo.com/hc/en-us/articles/360021001819-Docebo-Learn-System-Requirements

In our case we suggest users to user Google Chrome or Mozilla.

Maybe it is related with the refresh time, depending on the browser it may require more time to the system to digest that the pre-req have been fullfilled.

Have you experience the same with other Chrome or Mozilla?

Userlevel 3
Badge +1

Hi @jlreonal @Rosalie 

Thank you for your responses! It appear this issue is directly related to Google Chrome as that is the primary browser we require employees to use. We always request employees clear their browser history first, then fully shutdown the browser and reopen it before proceeding. We have refreshed all old xAPI content, however, this was a newly built xAPI course. 

We have only seen about 10 users impacted, however, since the number is more than 1, I always like to see if others have experience similar issues. The only thing I can imagine at this time is that the users are keeping the course open longer without activity than the set 3 hour server timeout we have implemented in the Docebo platform. That has caused some issues for us in the past. 

Thank You!



Userlevel 4
Badge +1

Hi @Jason Kocur 

In that case, maybe you can consider instruct your learners configure the Google chrome browser to clear the cache automatically every time they close the window. To do so:

  1. Open the Chrome browser
  2. Press the 3 dots and then press Settings
  3. Privacy & security > Privacy & security > Site settings
  4. Cookies and other site data
  5. Content > Cookies and site data
  6. General settings. Press the toggle “Clear cookies and site data when you close all windows. When on, you'll also be signed out of Chrome”