SCORM Access Denied Error

Quick Answer

An Access Denied message when launching a Pinnacle Series SCORM proxy package from an LMS usually means Pinnacle Series cannot match the learner to a Pinnacle Series user who has signed in, accepted the Terms & Conditions, and has visibility of the Library that contains the exported content.

What This Article Helps With

This article explains how to resolve an Access Denied message that appears after a learner launches a Pinnacle Series SCORM proxy package from an LMS. In this situation, the SCORM proxy package uploads to the LMS and launches successfully, but Pinnacle Series does not display the Learning Path or Course.

What You Might See

The SCORM proxy package launches from the LMS, then displays Access Denied.
The message reads: We're sorry, but it seems you don't currently have the necessary permissions to access this particular content. Please contact your Pinnacle Series Content Team if you think you have reached this page by accident.
The learner can see the content when signed in to Pinnacle Series directly, but not when launching the SCORM proxy package from the LMS.

Why SCORM Launches Show Access Denied

When a learner launches a SCORM proxy package, Pinnacle Series must match the LMS learner to a Pinnacle Series user, validate the subscription entitlement, and apply the Library visibility and share settings. Pinnacle Series displays Access Denied when any of these checks fails.

How Pinnacle Series Matches LMS Learners

Pinnacle Series does not require the LMS to send an email address as the learner ID. If Pinnacle Series cannot match the LMS learner automatically, Pinnacle Series asks the learner to verify their email address once. After verification, Pinnacle Series maps the LMS learner to the correct Pinnacle Series user for future launches.

How to Fix It

Confirm that the learner has a Pinnacle Series user account.
Confirm that the email address the learner verifies at first launch matches the email address on their Pinnacle Series user account.
Ask the learner to sign in to Pinnacle Series directly.
Ask the learner to accept the Terms & Conditions if prompted.
In Pinnacle Series, confirm that the learner can see the Library that contains the exported Learning Path or Course.
If the learner cannot see that Library, share the Library with the learner.
Ask the learner to launch the SCORM proxy package from the LMS again.
Confirm that the Pinnacle Series Learning Path or Course opens instead of the Access Denied message.

Helpful Tips

Test the SCORM proxy package with a standard learner account as well as an administrator account. A Pinnacle Series administrator still needs a matching Pinnacle Series user and Library visibility to launch the content from the LMS.
SCORM export does not bypass Pinnacle Series Library share settings. Share the Library with every learner who will launch the SCORM proxy package before rolling it out in the LMS.
Testing the SCORM proxy package in SCORM Cloud helps confirm whether an issue is caused by the package or by the LMS configuration.

Common Questions

Does my LMS need to send email addresses as learner IDs?

No. If the LMS sends a different learner ID, Pinnacle Series asks the learner to verify their email address once so Pinnacle Series can match the LMS learner to the correct Pinnacle Series user.

Will learners have to verify their email every time they launch SCORM content?

No. Email verification is a one-time step that links the LMS learner to their Pinnacle Series user for future SCORM launches.

What information should I include in a support ticket about a SCORM Access Denied error?

Include the LMS name, the exported Learning Path or Course name, the affected learner's email address, and a screenshot of the Access Denied message.