SAP Knowledge Base Article - Public

2316953 - Troubleshooting Course/Content Not Marked Completed in SuccessFactors Learning

Symptom

  • Users completed the course but it is still in their learning plan
  • The course displays a certificate informing the users they have completed the course but the same is not reflecting in the user's learning history/plan
  • The course is not being marked "Completed" even though it was completed successfully

Environment

SAP SuccessFactors Learning

Reproducing the Issue

  1. Complete an iContent course in LMS
  2. The course continues to display in Learning Plan
  3. The course is not marked as completed as expected

Cause

This can be caused by the following (see resolutions/troubleshooting steps below for each cause):

  1. The content is not sending the completion statues properly
  2. The settings are incorrect at the Item Level
  3. Users are not meeting the "completion" requirements as configured
  4. In an integrated environment, the session maintenance settings are incorrect
  5. There is a required survey that has not been completed
  6. Network/Environmental issues

Resolution

When an Item is not marking the Item/course completed is because of the following reasons:

  1. The content is not sending the completion statues properly
    • For example, the content object should send the status as "Passed"(P) or "Completed"(C) which depends on the type of contents, such as AICC or SCORM (SCORM 2004 and SCORM1.2/AICC)
      • To trace the information that is sent by the content, please see 2978324
    • If it sends some other improper text as the status, LMS will not recognize it and will not mark it complete
    • If this is the case, most users will have issues with the course.
      • Depending on how the content is coded, the way the users navigates through the content (click-stream) could have an impact on how/when the content sends data.
      • An example of content being coded differently and some users receiving completion versus others, is a built in "exit" button. If a user closes out of the content via the browser "X" window button and does not use the "exit" button, the content might not send the proper completion status.
    • Be sure the content is configured to send the expected completion status to the LMS for the correct status to be set. SAP Support does not provide assistance with content troubleshooting, please get with your content vendor.
  2. The settings are incorrect at the Item Level
    • If this is the case, most users will face this issue
      • The exception for this case is if the Item has a Mastery Score set
      • An example of this being an issue is if the Mastery Score is set to 80 but the content is coded to send and inform the user that they got a completion with a score of 70 or above. If the user passed with a score of 75 and the content sends a completion, the LMS will reject the completion and the Item will stay in the Learning Plan
      • If Mastery Score is an issue, update the Mastery Score and reassign the Item
    • Search and open an item at Learning Administration -> Learning Activities -> Items -> Search and open/click on an item -> access "Online Content" tab
    • Under Settings -> Completion tab, select the appropriate settings:
      • If the Item has one content object that must be complete to receive completion, select either "Add to History on Completion of All Content" or "Add to History on Pass"
      • If the Item has multiple content objects that must be completed to receive completion, select "Add to History on Completion of All Content"
      • If the Item has multiple content objects and only one must be completed to receive completion, select "Add to History on Pass"
    • If the proper settings are not checked, make sure set them and reassign the Item.
  3. Users are not meeting the "completion" requirements as configured. For example: 
    • There are content objects that send the status only when the user clicks a button, such as "Exit" or "Close" or "X" or "Submit" etc., on the last slide/page
    • Some content sends the status when the content/browser window is closed
    • Some content sends the status the moment it is launched (Under Settings -> Completion tab -> if the setting "Complete Content on Launch" is checked)
    • If this is the case, users who do not complete the courses properly will not receive credit for it
    • To correct, observe the steps the user is taking to complete the course and determine which steps may be missed to meet the course's configured requirements for completion
  4. In an integrated environment, the session maintenance settings are incorrect
    1. Under Learning Administration -> System Administration -> Configuration -> System Configuration -> LMS_ADMIN:
      • "contentStructurePageExpireDuration" and "contentStructurePageKeepAliveInterval" should be 120. Do not modify these values.
    2. Under Learning Administration -> System Administration -> Configuration -> System Configuration -> AUTHENTICATION:
      • httpSessionTimeout should be 1800 (30 minutes). Do not modify this value.
  5. If the item has a required survey associated to it, have the user complete the survey or remove the survey from the user. If still does not work, create a new Item.
  6. There are times that are external factors, which outside the control of SAP, impact content completion information such as:
    • Network
    • Browser Settings
    • VPN

See Also

  • KB article 2473031 - Item does not move to Learning History after user completion
  • KB article 2456141 - SCORM Content completion status are not getting accepted by LMS causing completion issues in LMS
  • KB article 2310570 - Internet Explorer settings to launch online content - LMS
  • KB article 2251443 - Score is not Captured in Learning History

Keywords

sf, success factors, LMS, course incomplete, troubleshoot content completion, contentStructurePageExpireDuration, httpSessionTimeout, contentStructurePageKeepAliveInterval, Add to History on Completion of All Content, Complete Content on Launch, Add to History on Pass , KBA , LOD-SF-LMS-CNT , Content , Problem

Product

SAP SuccessFactors Learning all versions