Adobe Connect is not tracking course participants

My agency uses Adobe Presenter and Adobe Connect for all of our eLearning content. We are having a problem where Adobe Connect tracks the progress of our learners, but there are a few of the learners that are not tracked. They can take a course and get a certificate of completion, but Adobe Connect shows them as either failed, not taken, or not completed. This does not happen all the time, but it has happened several times in the past month.