Quick Answer
A SCORM course that launches correctly for an administrator but fails inconsistently for specific users is typically caused by the course file itself or that user's device or browser environment, not by a problem with the Pinnacle Series platform.
What This Article Helps With
This article is for Pinnacle Series Administrators whose SCORM course fails to launch for some users while launching and functioning correctly for others.
Symptoms
A specific SCORM course fails to launch, or does not function correctly, for some users, while the same course launches and functions correctly for other users.
Cause
When a SCORM course launches and functions correctly for an administrator or Support staff member, the issue is likely caused by the course file itself or by the affected user's specific device or browser environment, rather than by the Pinnacle Series platform.
Resolution
- Launch and attempt to consume the course as an administrator.
- Confirm whether the course launches and functions correctly for the administrator. If it does, the Pinnacle Series platform is handling the course correctly, and the cause lies with the course file or the affected user's environment.
- Ask the affected user to clear their browser's cache.
- Ask the affected user to try launching the course in a different browser.
- If the issue persists after standard browser troubleshooting, contact the provider of the SCORM course. They may have troubleshooting steps specific to their course file and its user-compatibility requirements.
- If the issue persists for specific users only, direct those users to their internal IT team to investigate potential local system or network restrictions.
Confirm the course now launches and functions correctly for the previously affected user.
Helpful Tips
- If a course is stuck on a "SCORM Content Loading" message for one specific user, and the problem follows that user across different browsers and computers, the cause is more likely a corrupted enrollment record than a course-file or environment issue - see the Knowledge Base article on training content stuck on the SCORM Content Loading screen.
- 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.