Article Links Introduction | Frequently Reported Issues | Report a Course Issue |
INTRODUCTION
Technology changes so quickly, it is not uncommon for Computer Based Training Courses that were created several years ago may no longer work or your user's report issues with launching and running the course materials you have imported in the LMS.
This article is designed to help you troubleshoot and resolve issues that may arise with content that you created with a third-party product like Captivate or Articulate or some other product and imported in our LMS.
Convergence created courses are created and maintained by our media team. You will never have to worry about our courses.
FREQUENTLY REPORTED ISSUES
Error Occurs While Taking a Course
Follow these steps below when a user reports an error occurs while taking a course. In most cases, if the error occurs while taking a course, a completion record will NOT be created.
- Exit the course.
- Re-launch the course.
- Click NO, when the course prompts the user to continue where they left off.
- Use the Menu button/Table of Contents to jump ahead in the course to return to where you left off.
Note: We ask you to restart the course. When you exit a course where an error forces the exit, it creates a bookmark to mark where you left off. That bookmark is corrupt and will not produce a completion record and will likely re-produce the same error message. Clicking NO, forces the course to begin again, which will delete the corrupt bookmark. You can fast forward to where you left off, to see if that fixes the error. - If the error occurs again, take a screenshot of the error.
- Exit the course.
- Exit the LMS.
- Launch the LMS in a different browser. For example, if using Google Chrome, launch Internet Explorer
- Launch the LMS in the new browser
- Login to the LMS
- Launch the course
- Click NO, when the course prompts the user to continue where they left off.
- Use the Menu button/Table of Contents to jump ahead in the course to return to where you left off.
- Exit the course.
- If the error occurs again, refer to the Report a Course Issue for Convergence Support below to report the issue to support.
Course No Longer Launches
Follow these steps to try to resolve the issue:
- Download updates from Captivate and Articulate often to make sure you have all of their latest code. Captivate and Articulate release updates regularly to keep up with all of the browsers their courses will be played in. The updates will require you to republish the courses you have in the LMS when a browser has been updated. You will need to update the CBT in the LMS to the new version. Please refer to the CBT's: Import Update Move and Delete article for instructions to update the CBT.
- Republish the course in your third-party software. For example, Captivate or Articulate. Please refer to the following articles to set the Convergence recommended settings when publishing a course for the Convergence LMS.
- If neither of these fixes the issue refer to the Report a Course Issue for Convergence Support below to report the issue to support.
REPORT A COURSE ISSUE TO SUPPORT
Follow these steps to report a course issue to support. These directions were written based off of IE11 DEV Tools; DEV tool layouts will vary browser to browser but should contain the same buttons, tabs, and features.
- Launch the course
- Press F12 to open the Browser Developer Tools
- The Developer Tools window might open in a new window or it may open in a docked position at the bottom of the current window, in different browsers it has different default behavior.
- The tools must be open before you get to the page that has an error or where you suspect the error/issue to be
- Select the “Network" tab and click the green arrow to start recording network traffic
- In Chrome network traffic records automatically
- Select the “Console" tab
- Use the course menu button to skip to the page before where the error/issue occurs
- Use the course next button to change pages to the error/issue page
- Check the “Console" tab to see if the browser threw any errors when it got to that page and the errors would appear in red text
- Check the “Network" tab for any red-colored text to see if any files are being blocked locally
- Email support@convergencetraining.com and attache screenshots of any errors that appear. This will help us to more quickly resolve your issue and get your course running.