Quick Answer
A course that stays on a "SCORM Content Loading" message indefinitely for one user, across different browsers and computers, may be caused by a corrupted enrollment record for that user; dropping and re-creating the user's enrollment in the course typically resolves it.
What This Article Helps With
This article is for Pinnacle Series Administrators whose user is stuck on a "SCORM Content Loading" message when launching a course, where the issue follows the user across browsers and computers rather than being tied to one device.
Symptoms
When a user attempts to launch a training course, the course displays a "SCORM Content Loading" message and the content never actually loads. The issue persists after clearing the browser's history and cache, and continues when the user attempts to access the course from a different computer.
Cause
This may occur when the user's enrollment record for the course has become corrupted. A corrupted enrollment record explains why the issue follows the user rather than the browser or device: clearing cache or switching computers does not change anything about the user's enrollment. Available documentation does not confirm the underlying technical cause of the corruption itself.
Resolution
- Before making changes, ask a different user to launch the same course. If the course loads normally for that other user, this points to a corrupted enrollment record specific to the affected user, and the steps below apply.
- Drop the affected user's current enrollment for the course.
- Re-enroll the user in the same course.
- Have the user attempt to launch the content again.
Confirm the course content now loads and plays normally for the user.
Helpful Tips
- If the course also fails to load for other users, the cause is more likely a problem with the course file itself or a browser compatibility issue rather than a single user's enrollment record - see the Knowledge Base article on troubleshooting inconsistent SCORM course launching issues.
- If the launch issue happens specifically on a user's first login through SSO with a custom SCORM course, see the separate Knowledge Base articles covering first-time SSO login and custom SCORM course troubleshooting.