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Troubleshooting Missing Completions

When a learner reports that a completed course is not showing on their transcript, the cause is usually related to the learner's environment, course completion requirements, or communication between the course and the Knowledge Anywhere LMS.

This guide will help you identify the most common causes and walk through the recommended troubleshooting process before escalating the issue. eLearning courses (scorm) are highlighted here, but certain troubleshooting steps can be utlized in other areas of the LMS as well. Quick Reference here.

Common Causes of Completion Issues

Table of Contents:

  1. Unstable or Interrupted Internet Connection
  2. Unsupported Browser
  3. Page Refreshes or Session Interruptions
  4. SCORM Compatibility Issues
  5. Completion Requirements Not Met

1. Unstable or Interrupted Internet Connection

While a learner is taking a course, the course must maintain a continuous connection with the LMS. If the learner's internet connection drops, even briefly, the course may lose its ability to transmit progress, score, or completion information back to the LMS.

Recommendations:

  • Use a stable internet connection whenever possible.
  • Prefer a wired connection over Wi-Fi for critical training.
  • Avoid mobile hotspots or unreliable public networks.

2. Unsupported Browser

Learners should access courses using a supported web browser.

Supported browsers include:

  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox
  • Safari

Using unsupported or outdated browsers may prevent course completion data from being saved correctly. Learn more about compatibility requirements here.

3. Page Refreshes or Session Interruptions

Refreshing the browser while a course is open can break the connection between the course and the LMS. When this occurs, course completion data may not be transmitted successfully.

Unintentional refreshes can also be caused by:

  • Browser extensions
  • Ad-blocking software
  • Security software
  • Automatic browser updates

Best Practice: Learners should complete the course without refreshing the page or closing the browser unexpectedly.

4. SCORM Compatibility Issues

Online courses must be fully SCORM-compliant to communicate properly with the LMS. If a course package is not configured or published correctly, completion information may fail to report.

Potential issues include:

  • Invalid SCORM packaging
  • Publishing errors from the authoring tool
  • Mismatched completion settings between the course and LMS

5. Completion Requirements Not Met

In some cases, learners believe they have completed a course when one or more completion requirements remain outstanding.

Common examples include:

  • Not viewing all required pages or slides
  • Failing a required assessment
  • Not achieving the minimum passing score
  • Exiting the course before reaching the completion screen
  • Skipping required content

Always verify the completion requirements configured for the course before investigating further.

Troubleshooting Checklist

Follow these steps in order when investigating a completion issue.

Step 1: Verify the Learner's Completion Status

Confirm that the learner has actually met all course completion requirements.

Questions to ask:

  • Did the learner complete all required content?
  • Did they pass any required assessment?
  • Did they reach the end of the course?
  • Are they referencing the correct course?

Also review the learner's transcript to determine whether the course is showing as:

  • Not Started
  • In Progress
  • Completed

If progress or scores are recorded but the course remains incomplete, the issue may be related to completion criteria rather than connectivity.

Step 2: Verify the Learner's Environment

Check the learner's technical setup.

Review:

  • Browser type and version
  • Internet connection quality
  • Any VPNs, firewalls, or security restrictions
  • Browser extensions that may interfere with course communication

A network speed test can help identify potential connectivity issues. Consider using a service such as Speedtest.

Particularly restrictive environments, such as banking, healthcare, military, or government networks, may block certain course communications.

Step 3: Verify the Course

Determine whether the issue is isolated or course-specific.

Questions to investigate:

  • Are other learners experiencing the same problem?
  • Can an administrator or test learner reproduce the issue?
  • Does completion register correctly when using a new test account?
  • Was the course recently updated, republished, or replaced?

If multiple learners encounter the same issue, the course itself may require further review.

Step 4: Review Course Configuration

For SCORM-based courses, verify that the completion settings are configured as expected.

Review:

  • Passing score requirements
  • Completion status settings
  • SCORM version (SCORM 1.2, SCORM 2004, etc.)
  • Course publishing settings from the authoring tool

A mismatch between what the course reports and what the LMS expects can prevent completion from registering. 

Tip: Consider using a testing tool like Scorm Cloud to fully understand how the course is completing

Step 5: Escalate for Advanced Troubleshooting

If the issue cannot be resolved after completing the previous steps, contact Knowledge Anywhere at support@knowledgeanywhere.com.

When submitting a support request, provide:

  • Learner name and email address
  • Course name
  • Date and time of completion attempt
  • Browser and browser version
  • Screenshots of the learner transcript
  • Any error messages encountered

Providing this information upfront will significantly reduce troubleshooting time.

Manually Marking a Learner Complete

If a learner has legitimately completed a course but their transcript does not accurately reflect completion, administrators may use the Mark Users Complete feature available within the course administration area.

This should only be used after confirming the learner has satisfied the course requirements and the completion issue cannot be resolved through standard troubleshooting.

Quick Reference: Most Common Root Causes

Symptom Likely Cause
No progress or score recorded Connectivity issue, browser issue, or SCORM communication failure
Progress recorded but course remains incomplete Completion criteria not met or completion rule mismatch
Only one learner affected Learner environment, browser, or network issue
Multiple learners affected Course configuration, SCORM package, or LMS issue
Issue started after a course update Republishing or course configuration change

By following the steps above, most course completion issues can be identified and resolved quickly while minimizing learner disruption. Please reach out to support@knowledgeanywhere.com if you need additional assistance