Troubleshooting Courses

All Course Types

User Not Seeing Their Enrolled Course(s)

Error or Behavior

One or more users who are enrolled in a course are not seeing the course in their learner interface.

Cause

If users aren't able to see their enrolled courses, it may be because: 

• The course enrollment failed and the user was not actually enrolled in the course.
• The dashboard set assigned to the user does not include a course page that displays their enrolled courses. 
• The dashboard set assigned to the user includes a course page, but the page only displays new or updated courses.

Solution

First, you should confirm that the user was actually enrolled in the course. You can do this by running the Enrollment Report with a filter on the learner and/or course.

If the user was enrolled in the course, you should confirm that the user's dashboard set includes a course type page and that the page's Include Course States setting's Enrolled checkbox is checked. If this page is included in the user's dashboard set, be sure that the Only Include New/Updated Courses setting is unchecked.

The user can try to re-enroll in the course if the course allows for self-enrollment. If the course does not allow for self-enrollment and you have the required permissions, you can manually enroll the user in the course. If the enrollment fails, refer to Troubleshooting Enrollments for details. 

User Can't Access Learning Plan's Course

Error or Behavior

One or more users who are assigned a learning plan, or self-enrolled in a learning plan are unable to access the learning plan's courses. The course displays on the user's learning plan page, but they can't start the course or enroll in it.

Cause

The course is included in the learning plan that is assigned to the user, but all of the following are true:

• The course's Self-Enroll setting is disabled.
• The course's Auto-Enroll setting is enabled
• The account's learning plan and certification enrollment automation setting is disabled.

The above prevent the user from self-enrolling, or being automatically enrolled in the learning plan's course. 

Solution

Unable to Archive Course

Error or Behavior

Attempting to archive a course displays the error:

Unable to archive course; Course is assigned to a Requirement

Cause

Courses that are associated with a requirement cannot be archived. 

Solution

In order to archive a course, you will need to remove it from any requirements that it is associated with.

To identify the requirement(s) that a course is associated with, select the Linked Courses (by name) list option from the Learning Plans Dashboard and select Requirements from the At Level list.

Online Courses

Can't Deactivate Quiz Question

Error or Behavior

Attempting to deactivate a question from an online course's quiz displays the error:

Failed to update question. There is an on-going quiz attempt that includes this question.

Cause

A user enrolled in the course is in the process of taking the quiz.

Solution

You will need to wait until all users have finished taking the quiz before you can delete the question.

SCORM Courses

Error Previewing a SCORM Course

Error or Behavior

Attempting to preview a SCORM course displays an error such as:

Unable to find the SCORM package with given external ID, most likely does not exist.

Cause

This error is typically caused when you manually compress a SCORM course's files and upload it to SmarterU. Manually compressing the course's files using WinZip or some other compression software does not create a proper SCORM package. 

Solution

Follow the instructions for publishing your SCORM course as a .ZIP file:

• Adobe Captivate
• Adobe Presenter 
• Articulate Presenter
• Articulate Quizmaker
• Articulate Storyline
• iSpring 

Upload Won't Complete

Error or Behavior

Uploading a SCORM course's .ZIP file won't complete.

Cause

This typically occurs when there's a problem with the SCORM course's .ZIP file.  

Solution

Re-publish your SCORM course's zip file using the instructions detailed for your course development software:

• Adobe Captivate
• Adobe Presenter 
• Articulate Presenter
• Articulate Quizmaker
• Articulate Storyline
• iSpring 

Pop-up Blocker Preventing Course From Launching

Error or Behavior

Attempting to launch a SCORM course displays a message:

We attempted to launch your course in a new window, but a popup blocker is preventing it from opening. Please disable popup blockers for this site.

Cause

SmarterU launches SCORM courses in a pop-up window, but your browser's settings are preventing pop-ups. 

Solution

Edit your browser's settings to allow pop-ups from SmarterU:

• Chrome
• Edge
• Firefox
• Safari

Learners Can't Continue SCORM Course

Error or Behavior

Learners are reporting that they can't continue past a certain slide in a SCORM course that they are taking.

Cause

This behavior can occur when:

• The SCORM course was developed with problematic navigation controls.
• A new version of the SCORM course is uploaded before enrolled users can complete it.

Solution

First, review the SCORM course using the tool that it was developed in (e.g., Storyline, Captivate, etc...) to ensure that the navigation controls are working as expected. Some common problems include:

• Navigation controls that don't work.
• Navigation controls directing users to a blank screen, or to an incorrect location in the course. 

After confirming that the SCORM course's navigation is working as expected, confirm whether the SCORM course was updated since the user was enrolled by doing the following:

1. Determine the SCORM course's Last Modified Date by viewing the course's details in the Courses Dashboard.

2. Determine the user's enrollment date for the course by running the Enrollment Report for the learner and course.

If the SCORM course's Last Modified Date is after the user's enrollment date, you will need to unenroll the user from the course, and re-enroll them in the latest version of the course.

Passing Grade Not Displayed

Error or Behavior

A learner failed a SCORM course's final exam. They retook the exam and passed, but their passing grade is not shown.

Cause

If the learner clicked Review to re-enter the course, their grade cannot be adjusted.

Solution

The learner will need to either self-enroll or be enrolled in the course, and re-take the entire course including the final exam. Although the failing grade will still display, a new record will be created with the learner's subsequent grade. 

Instructor-Led Courses

No Sessions for Instructor-Led Course

Error or Behavior

Users are reporting that an instructor-led course is showing "No Sessions" in the course catalog.

Cause

The "No Sessions" message displays when:

• There are no upcoming sessions of the course at the venues available to, or currently displayed to the user. 
• Upcoming sessions of the course have reached their capacity and the sessions' waiting lists are not enabled. This information is available by viewing the course's Session Details grid. To determine whether a session has reached its capacity, compare the numbers in the Learners and Capacity columns. The icon displayed in the Waiting List column of the Session Details grid indicates whether the session waiting list is enabled.

Solution

Users can verify that all venues they have access to are included in the course catalog. If the course catalog still doesn't include sessions, you may need to assign the venue(s) where the course sessions are available to the user.

If all venues are included in the users's course catalog and there still no sessions of the course available, you can add new sessions for the course. Or, you can enable the session's waiting list.