Skip to main content

SCORM Troubleshooting Tool

How to use our self service troubleshooting tool

J
Written by Jon Low

What Is This Tool?

The SCORM Troubleshooting Tool lets Admins investigate and fix SCORM course issues for learners — quickly, and without needing any technical support help.

When a learner reports a problem with a SCORM course (wrong completion status, missing score, etc.), this tool lets you see exactly what happened and fix it on the spot.

What It Can Do

1. Show a Full Session Timeline

You can pull up a complete record of everything that happened when a learner launched their SCORM course:

  • When they opened and closed the course

  • What questions they answered and how

  • Whether a completion or score was recorded

  • How long they spent in the course

2. Compare What Is Saved vs. What It Should Be

The tool looks at all the session data and works out what the learner’s record should look like — then shows it side by side with what’s currently saved. This makes it easy to spot if something went wrong. [need a screen shot]

3. Fix It With One Click

If the tool finds a difference, an Apply Changes button appears. Click it and the learner’s record is updated instantly. No back-end work needed.

4. Auto-Fix in the Background (Optional)

There is a setting that can be switched on per customer. When it is on, the platform will automatically try to fix SCORM issues as soon as they happen — often before the learner even notices.

Note: The auto-fix setting is managed by the WorkRamp team. If your experiencing repeated SCORM issues, this may be worth enabling.

How To Use It

Follow these steps whenever a learner reports a SCORM issue:

  1. Go to the admin panel and find the SCORM content the learner was assigned.

  2. Find the learner in the assignment table.

  3. Click the three-dot menu (…) on the learner’s row.

  4. Click SCORM History Logs.

  5. Browse the session timeline to see what happened.

  6. If the tool finds something wrong, the Apply Changes button will appear — click it to fix the learner’s record.

  7. That’s it. The learner’s record is now updated.

Issues This Tool Helps With

Here are the most common SCORM problems you can investigate and fix with this tool:

  • A learner finished a course but it still shows Not Started

  • A learner’s score is showing 0% even though they completed the quiz

  • A course shows Incomplete even though the learner finished it

  • A learner’s completion date is missing

  • A course shows the wrong progress percentage

Step-by-Step Examples

Below are some common support scenarios and how to handle them using the tool.

Scenario 1: Course Shows "Not Started" After Completion

Issue: A learner says they finished the course but their record still shows Not Started.

  1. Go to the admin panel and find the SCORM content.

  2. Locate the learner in the assignment table and click the three-dot menu.

  3. Click SCORM History Logs.

  4. Check the session timeline — you should see a completed session.

  5. The comparison panel will show Not Started on the left and Completed on the right.

  6. Click Apply Changes to update the learner’s record.

Result: The learner’s record now shows Completed with the correct date.

Scenario 2: Score Shows 0% After Quiz Completion

Issue: A learner completed the quiz and passed, but their score is recorded as 0%.

  1. Go to the admin panel and find the SCORM content.

  2. Locate the learner in the assignment table and click the three-dot menu.

  3. Click SCORM History Logs.

  4. Browse the session timeline — look for quiz interactions showing the learner’s answers.

  5. The comparison panel will show the correct score the tool has calculated.

  6. Click Apply Changes to save the correct score.

Result: The learner’s score is updated to reflect what they actually achieved.

Scenario 3: No Fix Found in WorkRamp

Issue: The session timeline looks unusual and the Apply Changes button does not appear.

  1. Go to the admin panel and find the SCORM content.

  2. Locate the learner in the assignment table and click the three-dot menu.

  3. Click SCORM History Logs and review what you can see.

  4. If nothing stands out, click the SCORM Cloud button in the same menu.

  5. This opens the full session record in the SCORM Cloud platform for deeper investigation.

  6. Share your findings with the T3 team if you need further help.

Result: You have gathered enough detail to escalate with context, saving investigation time.

Did this answer your question?