Skip to content
English
Customer portal
Submit a request
  • There are no suggestions because the search field is empty.

Learner Connectivity Issues

Have your users received a message about internet connectivity while taking a course in the HR Learn portal?

Have your users received a message about internet connectivity while taking a course in the HR Learn portal? Or have your users navigated to click the 'red x' in the upper right-hand corner of a module to complete the coursework and work was not saved? Do your users report being further along in the module than the LMS is reporting? 

If any of these issues are occurring for your users, it is likely that there are other issues either in the content package or users are losing connectivity – in fact these may even be related. 

In the simplest terms, your content is not committing completion data back to the LMS. Just because the user gets to the end of the module and see’s the “completion” prompt in the content, does not mean that the completion data is committed back to the LMS. The content package itself is what sends that completion and progress data back to the LMS. If your content package doesn’t commit the data, the LMS has no way of knowing the course has been completed. The LMS will capture progress and completion based on what the content package communicates to the LMS.

The most likely reason for this is an interruption in connectivity – this can be caused by errors in the content (bad JavaScript, etc.), a poor internet connection, or even letting the content run idle and time out. 

Here are a few common questions/misunderstandings about content connectivity issues:

Why are your end users able to continue to advance through the content, even after they have lost connectivity?

  • Typically, the content will pre-load (this is done to help smooth out the user experience when running content). Because the content is pre-loaded, this allows a user to advance through the content slides, even after the connection has been broken. The user is running preloaded content, but it is not saving progress or passing any data to the LMS. 

Why is data still not being committed at the end of the lesson, even after connectivity has been re-established (maybe it was only interrupted for a second)? 

  • Even a temporary connectivity issue can break the line of communication between the content and LMS. When connectivity is regained, the user may be able to continue to advance through the content, however, the connection between the content and LMS has not been re-established, therefore data will not be committed. This is why it’s important to close the lesson and relaunch content following any interruption – to ensure the line of communication between the content and LMS is re-established.  

Connectivity issues are extremely difficult to address and in many cases unavoidable (this is simply out of anyone’s control except the end user). Because of this fact, mitigation becomes paramount. Common mitigation efforts include reducing the length/file size of your content (could segment lessons into smaller pieces), simplify content, or increase the frequency of your commit times within the SCORM packages (https://community.articulate.com/discussions/articulate-storyline/forced_commit_time-value-of-60000-60k).