Why isn't my SCORM module working on Clui?

Clui supports SCORM content by connecting to SCORM Cloud, the industry standard in SCORM hosting created by Rustici Software.

Most issues reported to Clui about SCORM modules are related to the device or browser settings of learners or the associated SCORM file rather than the Clui platform. 

One of the more common issues is related to learner lost completions. This is when the learner completes the SCORM course, but the completion is not recorded. Since the completion is not recorded in SCORM, Clui does not mark the course as PASSED. Rustici Software has written this article to help design your course to prevent this issue from occurring: 5 best practices to limit lost completions in SCORM courses.

Issues reported by individual learners

If a learner experiences an issue such as not being able to launch or progress past a SCORM module, ask them to ensure the following:

• They are accessing the module using a stable internet connection.
• They are using an up to date internet browser such as Microsoft Edge, Chrome, Firefox or Safari.  
• They are using a laptop or PC rather than a mobile device. Although the website is designed to function on mobile devices, we can't guarantee the same for all course content.
• Their network allows the cloud.scorm.com website. They may need to confirm this with their IT department.

If they are receiving an error message such as "MissingKey Pair ID" or "Content Authorization Failed", please refer to this support article.

If they say they have completed a SCORM course but Clui says they are still "in progress", please refer them to this support article. As a SCORM course developer, please also refer to this Rustici Software article.

For more general learner support, see 'Troubleshooting issues when trying to complete a course'.

Issues reported by multiple learners

If all of your learners are affected by issues with a SCORM module, you may want to check the settings of the working file for the SCORM package.

Issues are typically caused by:

• The SCORM authoring software used to create the file. For example, the version may be out of date.
• Recent updates to the content of the SCORM file, such as accidentally copying and pasting non-displaying-characters or non-unicode characters across from other sources when updating text.
• The file name of the SCORM package (the .ZIP file). For instance, some older browsers don't support spaces in file names. In this case, something like 'Online_Induction' is preferred over 'Online Induction'. Another example may be the inclusion of forbidden characters such as:
  • < (less than)
  • > (greater than)
  • : (colon)
  • " (double quote)
  • / (forward slash)
  • \ (backslash)
  • | (vertical bar or pipe)
  • ? (question mark)
  • * (asterisk or edited)
  • ( (left parenthesis)
  • ) (right parenthesis)

Alternatively, SCORM Cloud may be experiencing an outage. Issues such as this are usually temporary and require learners to return to the module at a later time to try again.

To see the real-time status of SCORM Cloud, visit https://status.cloud.scorm.com/.

More information about SCORM

Refer to the following articles for further information about SCORM:

• What is SCORM?
• Uploading a SCORM package to a course
• 5 best practices to limit lost completions in SCORM courses