Troubleshooting issues when trying to complete a course

This page offers troubleshooting steps to help you work through issues when trying to complete a course in Clui.

• You have completed a SCORM course but your module progress in Clui still shows "In progress"
• You have started a SCORM course but Clui still shows Yet to Start
• You are having issues launching or interacting with a course

If you still experience issues, you need to contact your organisation's support team.

You have completed a SCORM course but your module progress in Clui still shows "In progress"

If you have completed an online SCORM course (see image below if you are not sure what a SCORM course is), but your progress in Clui still shows "In progress", this may be due to SCORM not properly registering your completion status prior to you exiting the SCORM course. 

In this situation, you will see something similar to the below image after you have exited the SCORM course, and return to the Clui course page.  

If you believe that you have completed the course, you can attempt to resynchronise the course completion. 

The below steps are best done on a desktop or laptop if you have one available.

1. Click on the "Continue" button on the same row as your SCORM course (see image above), to relaunch the SCORM course. It should pick up where you left off (the end of the course).
2. Ensure that you are at the end of the SCORM course and have completed all the requirements.
3. Continue with one of the options below, depending on your device. 

If using a desktop

• Exit the course using the "Save & Exit" button at the top right of the window frame  
• This will take you back to the main Clui course where you can check if the SCORM course status updates. 

If using a mobile device

• If there is an EXIT button within the SCORM course, click on this to exit the course.
• If these is no visible EXIT button, close the browser window. 
• Log back in to the main Clui course and check if the SCORM course status updates.

You have started a SCORM course but Clui still shows Yet to Start

If you have already launched and started a SCORM course, but when you return to Clui, the course still shows as "Yet to start", this may be due to a couple of reasons:

1. Clui still needs to synchronise your SCORM course progress.
2. SCORM did not properly register your progress status when you exited.

The first scenario will be easily identified by a spinning wheel next to the "Yet to start" status on the SCORM course. Wait a few seconds until the wheel stops spinning, and then check if Clui has updated your course progress correctly. 

In the second scenario, there will be no spinning wheel. In this case, follow the steps above as defined in You have completed a SCORM course but your progress does not update in the Clui course page (but in step 1, you will click on "Launch" instead of "Continue").

You are having issues launching or interacting with a course

If you're having trouble launching or interacting with a course or if the videos in the course won't load, please confirm that your device and settings are optimal for using Clui. For more information, see 'Required settings and environment'.

Once your device and settings have been checked, please ensure the following: