Increase in Non Completions for online Learning items in LMS

[AndyOD]

Hi

Are any users noticing an increase of users reports non completions in LMS when doing online learning items. Since more and more of our staff Work From Home we are finding that about 10% of users report that after they have completed a learning online item the system is not recording the progress or not marking it as complete. 

I realise this could be down to a number of variables but its becoming a real problem for us

Thanks

[ChrisMayAtDelta · Accepted solution]

I would look at users' browser settings.

The browser must allow third party cookies. In Safari, the setting "Prevent Cross-site Tracking" should be OFF.

Without the correct settings, users will time out after 30 minutes, but the LMS will not indicate such when a user in in a lesson. It will allow them to finish, but it will not send any further progress or completion data. Users will find that they either have to start over, or start around the 30 min mark where they timed out.

This has been our #1 support issue for years. Its getting worse as browsers dont allow 3rd party cookies by default. Most of our users use their own devices, or are on iOS devices, neither of which we can control the browser settings. 

A place to send users to check settings is https://www.whatismybrowser.com/ It has a check to see if 3rd party cookies are enabled (and lots of ads).

[PL1]

@AndyOD, the details mentioned in the KBA 2316953 could help you with different points to be checked.

[PLESM]

Andy, 

This requires some amount of troubleshooting. A question that would help us in addressing the issue:

Question: Is the issue of non-completions specific to some users? (i.e. other users are completing the same item with no issue)

If No, it's happening to everyone, then can you send us some screenshots of the Item > Online settings tab?

If yes, then it's likely something to do with the browser and/or environment settings. It needs some troubleshooting over webinar. 

Thank you.