Troubleshooting E-Learning Issues

Overview

E-learning packages can sometimes behave unexpectedly due to configuration issues, browser settings, or package design. This guide covers the most common problems and their solutions to help you resolve issues quickly.

Most e-learning issues stem from browser settings, package configuration, or network connectivity. Working through these troubleshooting steps will resolve the majority of problems.

Pre-requisites

Role Requirements

To troubleshoot e-learning content, you should have one of the following roles:

• Owner – Full access within their company

• Admin – Administrative access within their company

• Learning Designer – Can create and manage learning content

• Curator – Can curate and manage content

Before Troubleshooting

Verify:

• The package uses a supported standard (SCORM 1.2, SCORM 2004, xAPI, AICC, or CMI5)

• The package is a valid ZIP file containing a manifest

• You've tested the package in SCORM Cloud to confirm it works correctly

Testing in SCORM Cloud:

SCORM Cloud is a free testing service that validates e-learning packages. Create an account at rusticisoftware.com and upload your package to check for issues before troubleshooting in Learn Amp.

Common Issues and Solutions

Course Won't Mark as Complete

Possible causes:

1. Unstable internet connection – Progress may not save if the connection drops

2. Page timeout – Sessions expire after extended inactivity (7-10 minutes)

3. Minimum pass score not met – The course may require a quiz pass score

4. Required elements not completed – Some courses require viewing all content, including videos and clickable elements

5. Package reporting settings – The course may not be configured to send completion status

Solutions:

• Ensure a stable internet connection throughout the course

• Save progress before taking breaks, then refresh the page when returning

• Check if there's a quiz or assessment with a minimum score requirement

• Go through the course again, clicking all interactive elements and watching all videos to completion

• If the issue persists, the package may need reconfiguring by the course author

'MissingKey-Pair-Id' Error When Launching

This error occurs when cross-site tracking is blocked in the browser. E-learning packages communicate between Learn Amp and their own server, which requires cross-site tracking to be enabled.

Enable cross-site tracking:

Safari (Mac):

1. Open Safari Preferences (⌘,)

2. Click the Privacy tab

3. Uncheck "Prevent cross-site tracking"

4. Uncheck "Block all cookies"

Chrome:

1. Open Settings > Privacy and security

2. Click "Cookies and other site data"

3. Ensure "Block third-party cookies" is not selected

Firefox:

1. Click the shield icon next to the URL

2. Toggle off Enhanced Tracking Protection for this site

Edge:

1. Open Settings > Cookies and site permissions

2. Ensure cookies aren't blocked for Learn Amp

Users Can't Progress Between Screens

This typically happens with externally-created packages when:

• The course allows skipping required elements

• Users close the window before progress saves

• Certain browsers handle the package differently

Solutions:

• Contact the course author to add checkpoints or make sections unskippable

• Ensure users use the course's built-in navigation and exit buttons

• Try a different browser (Chrome often has the best compatibility)

Progress Not Saving

Possible causes:

• User closes the browser window instead of using the course exit button

• Session timeout from inactivity

• Browser blocking third-party cookies

Solutions:

• Advise learners to use the course's exit/close button, not the browser X

• Check the "Reporting and Tracking" settings in the authoring tool

• Enable third-party cookies in browser settings

Package Won't Upload

Possible causes:

• File is too large (over 2 GB)

• Missing manifest file

• Filename contains special characters

• Slow or unstable internet connection

Solutions:

• Check the file size is under 2 GB

• Verify the ZIP contains an imsmanifest.xml file

• Remove special characters (&, !, etc.) from the filename

• Try uploading on a faster, more stable connection

• Use a different browser

"Specified zip does not contain a manifest" Error

The package is missing the required imsmanifest.xml file, or the file is in the wrong location within the ZIP.

Solutions:

• Re-export the package from your authoring tool

• Verify the manifest file is in the root of the ZIP (not in a subfolder)

• Check the manifest file isn't corrupted

Browser Compatibility Issues

Learn Amp supports modern browsers, but some e-learning packages have their own browser requirements.

Recommended browsers:

• Google Chrome (best overall compatibility)

• Microsoft Edge

• Mozilla Firefox

• Safari (ensure cross-site tracking is enabled)

If issues persist:

• Clear browser cache and cookies

• Disable browser extensions temporarily

• Update the browser to the latest version

Checking Package Compatibility

Required Output Settings

When exporting from your authoring tool, use these settings:

• Standard: SCORM 1.2, SCORM 2004, xAPI, AICC, or CMI5

• Reporting status: Passed/Incomplete, Passed/Failed, Completed/Incomplete, or Completed/Failed

• Protocol: HTTPS (not HTTP)

Testing Your Package

1. Upload to SCORM Cloud to verify basic functionality

2. Complete the course and check if completion registers

3. Review the debug log for any errors

4. Test in multiple browsers

FAQs

Q: How do I know if the issue is with the package or Learn Amp?
Test the package in SCORM Cloud first. If it works there but not in Learn Amp, contact support. If it fails in SCORM Cloud too, the package needs fixing.

Q: Can support help fix issues with externally-created packages?
We can help diagnose issues, but we can't modify packages created by external providers. You'll need to work with the package creator for fixes.

Q: Should I enable debug logging?
Debug logs are contained within the package itself and aren't visible in Learn Amp. Use SCORM Cloud's debug tools for detailed logging.

Q: What if the package worked before but stopped working?
Check if browser settings changed (especially cookie/tracking settings). Also verify no browser extensions are interfering with the course.

Troubleshooting Summary Table