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Learn - Troubleshooting why eLearning content doesn't launch or run

Matt Troy
Updated

In this article, we highlight key areas to check if content isn't launching or running for Users. This is useful to Administrators when troubleshooting issues such as blank screens or error messages like 404 or 504.

Refer to the table below and follow the suggestions when troubleshooting issues Users report.

If the suggestions do not resolve the issue and the content does not launch/run for a User, contact Support for further assistance.

Troubleshooting actions

Additional information
Check on SCORM cloud

Sign up for a free account on SCORM cloud and upload the content to check if it behaves the same way on SCORM cloud as it does on the LMS.

For more information about troubleshooting SCORM content issues and using SCORM cloud refer to this article.
Check your/User's browser

Things to check here include:

  • Verify if the content supports the browser being used
  • If using Internet Explorer (IE), try compatibility mode. This feature lets newer programs or operating systems run older applications or files designed for previous versions
  • Check for popup blockers that might prevent the content from launching or running

If the problem persists, confirm that the User's browser and version meet the minimum specifications for Kallidus LMS and the third-party content vendor.

You could also speak to your IT department as they may also be able to assist based on your organisation's IT policies and protocols.
Check the Lesson and Course setup (this can be a cause of a 404 error)

Ensure that the Lesson and Tracking types are correctly configured to match the content type. To check this:

  1. Browse to the Administration area
  2. Select Lesson
  3. Find the Lesson that is not launching/running as expected
  4. Select E-learning set up to see what is set for the content

Speak to your local IT team/department

Questions to ask include:

  • Have any security policies changed? (This can commonly cause 504 errors.)
  • Have any group policies been pushed out?
  • Have there been any browser updates?
Check with the LMS administrative team/collegaues

Questions to ask include:

  • Have there been any changes to the content?
  • Has it been replaced recently?
  • Can the changes be reverted?

If you have followed these suggested troubleshooting actions and the content still does not launch/run, contact Support for further assistance.

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