Troubleshooting LMS Issues

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If your organization is like most, you need to track and report on learner activity. And when you use Articulate software to author an e-learning course, publishing it to a learning management system (LMS) is really easy.

But sometimes your course doesn’t behave as expected in your LMS. Why? More often than not it’s because each LMS implements tracking communication standards (AICC, SCORM, or Tin Can API) a little differently—and that can cause problems.

In this article, we’ll suggest some ways you can troubleshoot the most common issues:

Published Course Won’t Upload to Your LMS

If you get an error when you upload content to your LMS or it simply fails to upload, try these steps:

1. Publish for LMS.

First, publish your course properly for LMS hosting. See these user guides for details:

2. Use a supported e-learning specification.

When you publish, be sure to select a communication standard that’s supported by your LMS.

We recommend choosing the newest spec that’s supported by your LMS. The supported specs include (newest on top):

  • Tin Can API (also called Experience API or xAPI)
  • SCORM 2004
  • SCORM 1.2
  • AICC

3. Zip your published output.

Most LMSs require you to zip content before you upload it. And it must be zipped in a certain way, or your LMS won't accept it.

The best way to zip your course is to click the Zip button on the Publish Successful dialog in your Articulate software. If you manually zip your published output, be sure to zip only the course files, not the folder that contains the course files.

4. Contact your LMS provider.

If you still can’t upload content to your LMS, contact your LMS provider for specific instructions.

Course Doesn’t Play as Expected in Your LMS

If your course doesn’t play the way you expect or if it doesn’t play at all, try these steps:

1. Upload the published output to your LMS.

Make sure you’re viewing the course from your LMS and not on your local hard drive. Security restrictions from your computer, web browser, Flash Player, and network can interfere with published output when it's viewed locally. Upload the published output to your LMS, then view it.

2. Identify the launch file.

If your LMS requires you to manually identify the launch file for each course, make sure you’re pointing to the correct launch file.

LMS SpecLaunch File
Tin Can API

Storyline: story.html

Presenter '13/360: presentation.html

Quizmaker '13/360: quiz.html

Engage '13/360: interaction.html

Presenter '09: player.html

Quizmaker '09: quiz.html

Engage '09: engage.html

SCORM 2004index_lms.html
SCORM 1.2index_lms.html
AICCindex_lms.html

3. Don’t launch the player in a new window.

If your LMS automatically launches courses in a separate window, you’ll need to disable the Launch player in new window option in your course player. Otherwise, your course won’t be able to communicate with your LMS and won’t work as expected. See these user guides for player details:

4. Update Adobe Flash Player.

If you're viewing the Flash version of your published course, install the latest version of Adobe Flash Player:

5. Use a supported version of Java.

Articulate content doesn't use Java, but your LMS might. Ask your LMS provider if you need Java and which version you should install. (The most recent version of Java might not be supported by your LMS.)

6. Delete the browser cache.

Delete your browser cache, then view the course again. If you’re not sure how to delete the cache, click a browser below to learn how:

7. Test your course at SCORM Cloud.

If none of the steps above resolve your issue, test your published course at SCORM Cloud and compare the results with your LMS.

SCORM Cloud is an industry-standard testing engine, and although “SCORM” is in its name, you can also use it to test AICC and Tin Can API content. (Click here for AICC testing instructions.)

If your content works properly at SCORM Cloud but not in your LMS, open a support case with your LMS provider to troubleshoot the issue. Your LMS provider may request a debug log to help identify the problem. Click here to learn how to generate a debug log.

If your course doesn’t play correctly at SCORM Cloud either, submit your project file to us for review. We're here to help.

Course Doesn’t Track or Resume Properly in Your LMS

If your course doesn’t track or resume properly in your LMS, follow the recommendations in the previous section, then if it still doesn’t track or resume correctly, try these steps:

1. Change the reporting status.

Ask your LMS provider if it requires specific values for the reporting status. Articulate provides four pairs of values that can be reported to an LMS. When you publish, click the Reporting and Tracking button and select the pair of values you want to use:

  • Passed/Incomplete
  • Passed/Failed
  • Completed/Incomplete
  • Completed/Failed

If your LMS tracks a completion status and a success status, choose Passed/Incomplete or Passed/Failed. The other pairs report only completion status.

2. Select a tracking option.

When you’re publishing a course authored in either Articulate Storyline or Articulate Presenter, click the Reporting and Tracking button and specify whether you want to track completion based on the number of slides viewed or by a particular quiz in the course.

3. Check the Resume setting.

Verify that the resume setting is properly configured for your course. See these user guides to learn how the resume feature works in each app:

4. Close the web browser (Studio '09 courses only).

If you authored your course in Studio ’09, instruct learners to close the browser window (or browser tab) when they finish the course. Their results and resume information will be communicated to the LMS when they close the browser.

5. Upload Tin Can API content to an external server.

If you published for Tin Can API, you may need to host the published output on a server that’s separate from your LMS. See these articles for details:

6. Determine if AICC content is in a cross-domain environment.

If you published for AICC and you’re hosting the published output on a server that’s separate from your LMS, you may be facing an AICC cross-domain limitation. You’ll need to add a file to your published output to resolve the issue. See this article for details.

7. Test your course at SCORM Cloud.

If your course still won't track or resume, test it at SCORM Cloud and compare the results with your LMS.

SCORM Cloud is an industry-standard testing engine, and although “SCORM” is in its name, you can also use it to test AICC and Tin Can API content. (Click here for AICC testing instructions.)

If your content works properly at SCORM Cloud but not in your LMS, open a support case with your LMS provider to troubleshoot the issue. Your LMS provider may request a debug log to help identify the problem. Click here to learn how to generate a debug log.

If your course doesn’t work at SCORM Cloud either, submit your project file to us for review. We'll be glad to help.