Captivate 2019 not reporting Pass to LMS TRAIN

We are having an issue that when users complete a training in our LMS, the pass/completed results are not being reported to the LMS, so they cannot print a certificate.  The LMS we are using is TRAIN, powered by the Public Health Foundation (PHF).

To complete the training, the user must pass the exam with an 80% or higher.  The results I am seeing after a user completes shows the course was Completed and notes their score, but the system is saying on the backend that the status is "Failed."  

The course settings are:  Status Representation: Incomplete--> Passed/Failed; Success/Completion Criteria:  Slided views and/or quiz (Quiz is passed)

Would changing to Incomplete-->Complete and keeping Quiz is passed make a difference?

We have been round and round with the helpdesk for TRAIN, and they insist that it is something with the SCORM file, so I am at a loss at this point.  What makes it even more confusing is that this doesn't happen with all users.  Some users are able to print their certificate without any issues. 😐