--- title: "Troubleshooting Courses" slug: "troubleshooting-courses" updated: 2023-04-24T14:53:56Z published: 2023-04-24T14:53:56Z canonical: "support.smarteru.com/troubleshooting-courses" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.smarteru.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting Courses If the solutions provided below do not resolve the issue, please contact our [Success Desk](mailto:success@neovation.com).  ## 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](/v1/docs/troubleshooting-enrollments) and the user was not actually enrolled in the course. - The [dashboard set assigned to the user](/v1/docs/dashboard-set-scope-of-availability) does not include a [course page](/v1/docs/page-main#type) that [displays their enrolled courses](/v1/docs/page-configuration-for-course-pages#settings-course-visibility-options). - The [dashboard set assigned to the user](/v1/docs/dashboard-set-scope-of-availability) includes a [course page](/v1/docs/page-main#type), but the page only displays [new or updated courses](/v1/docs/page-configuration-for-course-pages#only-include-newupdated-courses). #### Solution First, you should confirm that the user was actually enrolled in the course. You can do this by running the [Enrollment Report](/v1/docs/enrollment-report) with a [filter](/v1/docs/default-enrollment-report#default-enrollment-report-filters) on the learner and/or course. If the user was enrolled in the course, you should confirm that the user's [dashboard set](/v1/docs/dashboard-sets) includes a [course type page](/v1/docs/page-main#type) and that the page's [**Include Course States** setting's Enrolled checkbox is checked](/v1/docs/page-configuration-for-course-pages#include-course-states). If this page is included in the user's dashboard set, be sure that the [**Only Include New/Updated Courses** setting](/v1/docs/page-configuration-for-course-pages#only-include-newupdated-courses) is unchecked. The user can try to [re-enroll in the course](/v1/docs/learner-interface-enrolling-in-courses) if the [course allows for self-enrollment](/v1/docs/group-courses#self). If the course does not allow for self-enrollment and you have the required permissions, you can [manually enroll the user in the course](/v1/docs/enrolling-users). If the enrollment fails, refer to [Troubleshooting Enrollments](/v1/docs/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](/v1/docs/assigning-learning-plans-to-a-user), or [self-enrolled in a learning plan](/v1/docs/learner-interface-enrolling-in-a-learning-plan) are unable to access the learning plan's courses. The course displays on the [user's learning plan page](/v1/docs/learning-plans-1), but they can't start the course or enroll in it. ![Graphical user interface, text, application Description automatically generated](https://cdn.document360.io/7efaadab-fef6-4186-806a-2ca14c9ce9ea/Images/Documentation/troubleshooting-courses-image-bikttl6h.png) #### Cause The [course is included in the learning plan](/v1/docs/editing-a-blocks-courses) that is assigned to the user, but all of the following are true: - The course's [**Self-Enroll**](/v1/docs/editing-a-blocks-courses#selfenroll) setting is disabled. - The course's [**Auto-Enroll**](/v1/docs/editing-a-blocks-courses#automation-enrollment) setting is enabled - The [account's learning plan and certification enrollment automation setting](/v1/docs/account-enrollment-automation#enable-learning-plans-certification-enrollment-automation) is disabled. The above prevent the user from self-enrolling, or being automatically enrolled in the learning plan's course. #### Solution | **If you want to...** | **Then...** | | --- | --- | | Allow users who are assigned the learning plan to [self-enroll in the course](/v1/docs/learner-interface-enrolling-in-courses). | Enable the [**Self Enroll** setting for the requirement's course](/v1/docs/editing-a-blocks-courses#selfenroll). | | Include the course in the [recommended enrollments](/v1/docs/recommended-enrollments) for the learning plan. | Enable the [**Automation Enrollment** setting](/v1/docs/editing-a-blocks-courses#automation-enrollment) for the learning plan's course. | | [Automatically enroll learners](/v1/docs/learning-plan-automation) who are assigned the learning plan in the course. | Do both of the following: - [Enable learning plan enrollment automation for the account](/v1/docs/account-enrollment-automation#enable-learning-plans-certification-enrollment-automation). - Enable the [**Automation Enrollment** setting](/v1/docs/editing-a-blocks-courses#automation-enrollment) for the learning plan's course. | ### Unable to Archive Course #### Error or Behavior Attempting to [archive a course](/v1/docs/archiving-a-course) displays the error: > Unable to archive course; Course is assigned to a Requirement ![Graphical user interface, application Description automatically generated](https://cdn.document360.io/7efaadab-fef6-4186-806a-2ca14c9ce9ea/Images/Documentation/troubleshooting-courses-image-zu5d4zr6.png) #### Cause [Courses that are associated with a requirement](/v1/docs/editing-a-blocks-courses#adding-a-course-to-a-block) cannot be archived. #### Solution In order to [archive a course](/v1/docs/archiving-a-course), you will need to [remove it from any requirements that it is associated with](/v1/docs/editing-a-blocks-courses#removing-a-course-from-a-block). To identify the requirement(s) that a course is associated with, select the [**Linked Courses (by name)** list option](/v1/docs/viewing-associated-courses#viewing-associated-courses-by-name) from the [Learning Plans Dashboard](/v1/docs/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. ![Graphical user interface, application Description automatically generated](https://cdn.document360.io/7efaadab-fef6-4186-806a-2ca14c9ce9ea/Images/Documentation/troubleshooting-courses-image-lfxp8u5k.png) #### Cause A user enrolled in the course is in the process of [taking the quiz](/v1/docs/learner-interface-course-quizzes). #### Solution You will need to wait until all users have [finished taking the quiz](/v1/docs/learner-interface-course-quizzes#finalizing-your-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](/v1/docs/exporting-a-scorm-course-from-captivate) - [Adobe Presenter](/v1/docs/exporting-a-scorm-course-from-adobe-presenter) - [Articulate Presenter](/v1/docs/exporting-a-scorm-course-from-articulate-presenter) - [Articulate Quizmaker](/v1/docs/exporting-a-scorm-course-from-articulate-quizmaker) - [Articulate Storyline](/v1/docs/exporting-a-scorm-course-from-articulate-storyline) - [iSpring](/v1/docs/exporting-a-scorm-course-from-ispring) ### Upload Won't Complete #### Error or Behavior [Uploading a SCORM course's .ZIP file](/v1/docs/scorm-course-main#scorm-package) 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](/v1/docs/exporting-a-scorm-course-from-captivate) - [Adobe Presenter](/v1/docs/exporting-a-scorm-course-from-adobe-presenter) - [Articulate Presenter](/v1/docs/exporting-a-scorm-course-from-articulate-presenter) - [Articulate Quizmaker](/v1/docs/exporting-a-scorm-course-from-articulate-quizmaker) - [Articulate Storyline](/v1/docs/exporting-a-scorm-course-from-articulate-storyline) - [iSpring](/v1/docs/exporting-a-scorm-course-from-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. ![Graphical user interface, text, application Description automatically generated](https://cdn.document360.io/7efaadab-fef6-4186-806a-2ca14c9ce9ea/Images/Documentation/troubleshooting-courses-image-19hydndh.png) #### 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](/v1/docs/disabling-pop-up-blockers-in-chrome-for-smarteru) - [Edge](/v1/docs/disabling-pop-up-blockers-in-edge-for-smarteru) - [Firefox](/v1/docs/disabling-pop-up-blockers-in-firefox-for-smarteru) - [Safari](/v1/docs/disabling-pop-up-blockers-in-safari-for-smarteru) ### ### 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](/v1/docs/scorm-course-main#scorm-package) 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](/v1/docs/viewing-a-courses-details) in the [Courses Dashboard](/v1/docs/courses-dashboard). ![Graphical user interface, application Description automatically generated](https://cdn.document360.io/7efaadab-fef6-4186-806a-2ca14c9ce9ea/Images/Documentation/troubleshooting-courses-image-yp4az9l9.png) 1. Determine the user's enrollment date for the course by running the [Enrollment Report](/v1/docs/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](/v1/docs/enrollment-report-unenrolling-learners#unenrolling-individual-learners), and [re-enroll them in the latest version of the course](/v1/docs/enrolling-users). Unenrolling a user from a course causes them to lose all their progress in their 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](/v1/docs/learner-interface-course-buttons-and-labels#review) to re-enter the course, their grade cannot be adjusted. #### Solution The learner will need to either [self-enroll](/v1/docs/learner-interface-enrolling-in-courses#reenrolling-in-an-online-or-scorm-course) or be [enrolled](/v1/docs/enrolling-users) 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. ![Graphical user interface, application Description automatically generated](https://cdn.document360.io/7efaadab-fef6-4186-806a-2ca14c9ce9ea/Images/Documentation/troubleshooting-courses-image-r6yui5am.png) #### 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](/v1/docs/instructor-led-session-main#enable-waiting-list-for-this-session). This information is available by [viewing the course's Session Details grid](/v1/docs/viewing-a-courses-details#session-details-section). 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](/v1/docs/viewing-a-courses-details#session-details-section) 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](/v1/docs/learner-interface-changing-course-locations-displayed). If the course catalog still doesn't include sessions, you may need to [assign the venue(s)](/v1/docs/user-venues#assigning-venues-to-a-user) 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 session](/v1/docs/adding-a-session)s for the course. Or, you can [enable the session's waiting list](/v1/docs/instructor-led-session-main#enable-waiting-list-for-this-session). ## Related - [Courses Dashboard](/courses-dashboard.md) - [Courses: Instructor-led](/courses-instructor-led.md) - [Courses: Online](/courses-online.md) - [Courses: SCORM](/courses-scorm.md)