Advanced actions not working intermittently when published on LMS

[donnag42007018]

I was wondering if anyone could point me in the right direction to investigate this issue as it's going into territory that I am not familiar with!  I am not very knowledgeable about how it all works in the background between the browser and the LMS.

I have published an eLearning developed in Captivate 9 and published in SCOM2004 which uses some custom scoring.  There are assessment sections that use a variable called 'score' that increments by 1 if they click in the correct place.  At the end of the section 'On Slide Exit', an advanced action runs to ascertain if the score if above a certain number and then either jumps to a pass or fail slide.

The issue am having is that for some users it works perfectly and for some users they keep getting the fail even if all clicks are correct, so either the score variable is not incrementing or the advanced action is not running / failing to jump them to the right slide.

The LMS provider of course keeps saying it's an issue with our eLearning package. It also works ok testing it on SCORMCloud and have got one of the users who had issues test it on there and it work ok SCORMCloud also.

We've ran the Developer Console and watched while a users is having issues and it didn't throw up anything at all!

What else can I do resolve investigate this?  Surely if this was an eLearning package issue ALL users would be affected not just some.

Any help or advice in the right direction would be much appreciated as I am now at a total loss as to how to fix this!

[Lilybiri]

If it is working fine on SCORM Cloud, which is the standard for all SCORM course, it is clear that the problem is due to the LMS, not to Captivate. That is what you have to tell the LMS people.

[RodWard]

I agree with Lieve that the issue is most likely with your LMS.  Your LMS people should be able to see log files at their end that would help to diagnose the problem if you can tell them which specific user is consistently being affected.  But it can also be very frustrating trying to track down an intermittent issue like this one.

If you know one specific user is always suffering the same issue, then it could be something unique to their user profile or permissions which is causing this.  You can get someone else to log onto the same PC with their different profile and see if the issue replicates.  If it does not, then the PC is fine but perhaps the profile of the user with the problem is corrupted.  Have that user then log onto someone else's PC and test whether they DO or DO NOT get the same issue there.  If they gest the same issue no matter where they log on, then the IT department may need to give them a new profile.

Where you have a large group of users experiencing the same issue, but other users are unaffected, the problem will usually come down to something like them all having a common browser version that needs updating, or even some browser security setting or profile permission that got implemented somehow differently for that group but not other users.  Only your own IT department can help with that.

[MichaelStephens]

What LMS system are you using?

[Paul Wilson CTDP]

Is it possible that users who arrive on the slide with the on-exit advanced action might be navigating away from that slide before it has a chance to run? On-enter advanced actions might be a better choice but without knowing all the details it's difficult to know for sure.

[dan561]

I second Paul's suggestion that the On Exit action may not be triggered. On Exit only runs if the last frame of the slide has been reached. If a user navigates away from the slide before that last frame, the action will not run. It is always safer to run actions On Enter or on a button (or other interaction) that is required for the learner to use.