SAP Knowledge Base Article - Public

2528807 - Unable to download courses for offline use with Offline Player

Symptom

Users are not able to download courses for offline use with Offline Player. When clicking Download, the users receive the error:

There was an error when downloading the content. Please retry after some time. If the error persists, contact your system administrator

Environment

SuccessFactors Learning Management System (LMS) - All Supported Versions

Reproducing the Issue

  1. User attempts to download content on assigned Item
  2. An error is returned:


offline error.jpg

Cause

If the issue is happening for all the users for the same Content, it's likely that the offline file is not present in the content folder

Resolution

If the "Available for Offline Player download" is checked on the content object within the Item, the file path and filename provided in the "URL for offline download" must be correct:

  1. Go to the Item Details page. (Admin > Learning > Items > Search for the item)
  2. In the Item Details page, go to Online Content
  3. Click on Settings icon (top right corner)
  4. There you should be able to see the "URL for offline download"
  5. Check the URL to where the content is uploaded
    • (Example: https://[LMSInstance].plateau.com/learning/user/onlineaccess/icontent.do?Course=CUSTOM&url=/self-managed/Test/Test_Course/Test1.zip)
    • The URL is generated automatically when importing content for offline use (see notes below for more details)*

      Offline_File.jpg
    1. Connect to the SFTP file server and verify that the file path and file name are correct

    * Note: For information on importing Content to Enable for offline use, please User Assistance Documentation:

    Keywords

    Offline Player, Download, LMS Offline Course, error, exception, unable, cannot, error when downloading the content, Please retry after some time, If the error persists, contact your system administrator , KBA , LOD-SF-LMS-CNT , Content , LOD-SF-LMS-OLP , LMS Offline Player , Problem

    Product

    SAP SuccessFactors Learning all versions