SCORM1.

2 & AICC Content Troubleshooting

Guide

This guide shows steps by steps how to troubleshoot Content

issues (API Connection, Completion, Score, Bookmarks…) for
SCORM 1.2 content (also AICC as using the same connection end-point
as scorm1.2). This guide will give customer more autonomy, and will help
a lot CS agents if below steps can be performed before opening an
incident.

Situations examples:
“Quiz displayed Completed but it didn’t move to Learning History”
 The scorm communication will need to be analysed to make sure the correct
completion value ‘lesson_status=completed’ or ‘lesson_status=passed’ has been sent
to LMS server. (see chapter 2.3->2.5)
“When I relaunch the content I lose the bookmarks”
 The scorm communication from initial launch needs to be analysed to see if
CORE_LESSON values has been sent to LMS server. (see chapter 2.3->2.5)
“I see ‘API not Found’ when I launch the course”
 Analyse the scorm connection (see chapter 2.2)
“The course has been completed but it shows no score in Learning History”
 The scorm communication needs to be analysed to see if SCORE value has been sent
to LMS server. (see chapter 2.3->2.5)

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 Table of Contents

1. Establish a Diagnostics ............................................................................................... 3

1.1. LMS patterns ......................................................................................................................... 3
1.2. Environment patterns........................................................................................................... 3
1.3. Content patterns ................................................................................................................... 3
2. SCORM1.2/AICC Best Troubleshooting: Replicate the issue with network traces . 4
2.1. Collect the traces .................................................................................................................. 4
2.2. Identify the scorm1.2/AICC connections .......................................................................... 5
2.3. Identify the KeepAlive session ping ................................................................................... 7
2.4. Identify SCORM1.2/AICC connections within Traces XML file ..................................... 8
2.5. Identify the SCORM1.2/AICC values posted to LMS ..................................................... 9
3. Troubleshooting Scorm1.2/AICC without network traces ....................................... 13
4. More Scorm1.2/AICC Troubleshooting ..................................................................... 14
4.1. Check Scorm1.2 server Acknowledgment Responses ................................................ 14
4.2. Check if content sent the Scorm1.2 Exit Command to LMS ......... Error! Bookmark not
defined.
4.3. Troubleshoot with Firefox/Chrome/HTTPWatch/Fiddler .............................................. 15
4.4. SCORM1.2 API Logs ......................................................................................................... 16

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1. Establish a Diagnostics
There can be various root causes for an issue and difficult to identify especially if the issue is
intermittent. So first, patterns need to be identified, keep all those questions in mind during the
troubleshooting. If you open a CS incident, please answer as much as possible bellow
questions.

1.1. LMS patterns

 Is it happening to all users with one specific item?
 Is the issue happening to only one or few users with a specific item?
 Is there a Mastery Score set on the content object (admin side: Item record->Online
Content, click on Content object) that affected users could have potential not reached?
 Do you see an ‘API not Found’ or equivalent error when affected user launch the course?
 Was this course working before and suddenly all users are not able to complete the
course?
 Are the affected users spend a long period of time (~2h) on the course compared to
successful users?
 Did the affected users closed or navigate away from the Launch page (Online structure
page with yellow rectangle) before closing the course window?
 If the course is not hosted on SF Icontent server and the issue is replicable by all users,
did you implement a cross-domain solution (Proxlet or Reverse-Proxy)?
 Has SF Icontent server been implemented recently?

1.2. Environment patterns

 Is it happening on all browsers (Internet Explorer, Firefox, Chrome)?
 Is it happening only on Internet Explorer?
 Is the issue happen to users of a specific region?
 Is the issue happen for students connected to a specific network?

1.3. Content patterns

 Is the issue happening with courses from the same vendor?
 Is the course has several Exit buttons (Red-Cross on popup top-right + exit button within
the content)? Do they have the exact same behaviour? Are affected users using a
particular way to exit the content comparing to successful users?
 Did affected users exit the course on final slide after completing the quiz? Or did they
navigate back to table of content (or back to previous chapters/slides) before exiting?
 Did the affected user provide you a screenshot that show quiz was successful?
 Do you know exactly the completion criteria of the course (min score, chapter/final quiz,
chapter coverage)?
 If the content contains quiz at the end of each chapters and a final chapter, would you
know from the vendor if the completion criteria is based only on final chapter?
 Is the completion criteria also based on slides/chapter coverage in addition of final quiz?

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2. SCORM1.2/AICC Best Troubleshooting: Replicate the issue
with network traces
The best situation is to collect the network traces when the user is replicating the issue (ex: launch
content, complete the quiz and exit)

Steps to collect network traces on Internet Explorer in the attached guide

‘IE_DevTools_Collect_NetworkTraces.pdf’

What the network traces can show:

 If the scorm communication was initialised and exited

 If through scorm communication, the content was sending appropriate completion and score
values to LMS server to trigger the item completion.
 If the LMS session was timeout while user was completing the quiz
 Any scorm values sent and received from/to LMS (time, score, lesson_status,
bookmarks,lesson_location…)

2.1. Collect the traces

On Internet Explorer, follow guide ‘IE_DevTools_Collect_NetworkTraces.pdf’

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Traces analysis
2.2. Identify the scorm1.2/AICC connections
From the traces collection, you should now have 2 files: a CSV file containing the Summary
info and the XML file containing the traces details info. If you only have the XML file, you can
still display the same info as the CSV (in less user-friendly view).
Summary Panel analysis:
Open the Excel csv file that you saved after collecting the traces:

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(Note that each vendor designs its own logic to send and request scorm data, you might not
see 4 scorm interactions when exiting)
Questions to ask from the trace analyse:

 Do you see ‘learning/PwsAicc’ URL?

Yes -> Scorm Connection was successfully established, next step: scorm values now need
to be verify

No -> there was no Scorm connection, which Also causes the ‘API Not Found’ error,
possibilities:
- If issue is only on IE, ‘https://*.plateau.com’ domain could be missing in
Trusted Sites list Internet Options->Security Tab->Trusted Sites->Sites Button. If
the issue is happening only in one region, it’s possible that all users of this region
don’t have this trusted site as IE setting can be pushed to company regions with
Windows Group Policy.

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  The course might not be Scorm1.2 compliant. Test the course on a different LMS
to see if it is also replicable, the best is to use CloudScorm LMS
https://cloud.scorm.com, it is free to register and only takes few minutes (register-
import content-launch-collect the logs), see if the issue is replicable on
https://cloud.scorm.com .
 For Scorm1.2, If the content is not hosted on SF Icontent, the cross-domain solution
(Proxlet) might not be setup correctly, see in Content Object->Cross Domain Tab
that all urls are correctly filled
 If you recently had SF Icontent server implemented, and you started to test content on
it, check on https://customer.plateau.com/learning/diagnostics/icontent.jsp, make sure
all check marks are in green, if not, please open a CS incident.

2.3. Identify the KeepAlive session ping

This keep alive ping is use to keep LMS session alive. Every 5 minutes Structure page sends
a keepalive to LMS, then LMS renew the session timeout for an additional 30 minutes. Based
on this mechanism, LMS session never get expired while the course is opened

 Do you see ‘checkStudentStatusAction.do’ URL?

Yes -> There is no LMS Timeout problem, also means the student hasn’t navigate away from
the Online Structure Page (aka ‘Yellow Rectangle’ page)

No -> not a problem if the student spent less than 5 minutes in the course. If student spent
over 5 minutes and you don’t see it, it means the student closed LMS or navigated away
from the ‘Yellow Rectangle’ page. In this situation the scorm connection is deactivated thus
the course cannot send the completion info to LMS.
Info: This Keep Alive period is defined in System admin->Configuration->System
Configuration->LMS_ADMIN-> contentStructurePageKeepAliveInterval . It is set by default to
5 Min (300 sec).

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 2.4. Identify SCORM1.2/AICC connections within Traces XML file

If you only saved the XML file from the traces. You can also get the same info as the CSV.
Open the XML file with Notepad++ Editor (https://notepad-plus-plus.org).

Open the Find Panel: Search->Find (or Ctrl-F)

Search for string ‘<url>h’ and click ‘Find All in Current Document’.

It will then display all the URL interactions same as above.

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 2.5. Identify the SCORM1.2/AICC values posted to LMS

In Completion problem, we need to verify if the course sent the correct completion values.
This value is ‘LESSON_STATUS’ (defined as cmi.core.lesson_status in Scorm1.2 Standard).
In addition, you can also keep track on bookmarks/progress data, score and time values sent
to LMS.
All along the course, the content post multiple scorm values to LMS, the values stored in LMS
Database are the last ones sent by the content.
Steps:
- Open the XML file with Notepad++ Editor (https://notepad-plus-plus.org).
- Open the Find Panel: Search->Find (or Ctrl-F)
- Search for string ‘command=POST’ and click ‘Find All in Current Document’.

It will then display all the Scorm/AICC data that were sent from the content to LMS

- Analysing Search results:

We can now see the chronological order (top to bottom) of scorm1.2/aicc data posted on LMS:
For completion issue: The important value is the last LESSSON_STATUS sent to LMS, the
one now stored on LMS:

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Note that in chronological order (top to bottom), if you see ‘incomplete’ value after a
‘completed’ value, it is a content design problem, you’ll need to notice it to the vendor: a
content should never send any Incompletion after a completion, in this situation LMS will
record the completion then put back the item in learning plan.

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Get a better visibility of Scorm data by decoding the last line (last scorm values sent to LMS)
With http://www.urldecoder.org/

Values displayed:

 CORE_LESSON (cmi.suspend_data) is a free text area up to 4096 characters used by

the vendor to store data. Usually vendor stores Bookmarks/Progress data in it, it could
potentially be anything. CORE_LESSON has no impact on the Content Object
Completion
 TIME (cmi.core.session_time): session time, this value will then be added to total time on
LMS server. Session_time is not store on LMS Database, only the Total_Time.
 LESSON_STATUS and SCORE
The 2 data triggering the completion: lesson_status and score (if a mastery score is set)

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Do you see value LESSON_STATUS ‘completed’ or ‘passed’?
Yes -> The content object should now be set as completed, if the item does not go in
Learning History, you need to make sure that the content object triggers the item completion
On item record->Online Content Tab, If ‘Records learning event when content passed’ is
unchecked:

You need to make sure ‘Record learning event when all content is complete’ is checked:

This config is applied to the item when getting assigned, so item already in learning plan won’t
see the change, thus will need to be reassigned.

No -> if the content is sending lesson_status with any other value than ‘completed’ or
‘passed ‘ (ex: ‘incomplete’ ‘failed’ or empty), the issue is from the content itself, you can
contact the vendor to identify the scenario (see above ’Content patterns’ about exit
buttons, navigation back…)

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3. Troubleshooting Scorm1.2/AICC without network traces

If there is no possibility to collect network traces for various reasons:

- Company policy disabled the IE network tools
- Student doesn’t want to redo the quiz
- Issue is too intermittent so difficult to find an affected users

 What CS agent can do :

Info from Database:
Check on the database what was the last LESSON_STATUS, SCORE, Bookmarks sent to
LMS.
Info needed from customer: affected Item IDs, affected User ID, some successfull User IDs
to be able to compare

Info from Server logs:

Info needed from customer: affected Item IDs, affected User ID, some successful User IDs
to be able to compare
See scorm1.2 interaction of the last course launch LMS session

See keep alive interactions of the last course launch LMS session

 What CS agent cannot do :

See scorm values of each scorm interactions, we can only see the last one. There is no history
of scorm data posted by content on LMS.
See the traces of Content itself (index page, chapters/quiz/exit pages)

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4. More Scorm1.2/AICC Troubleshooting

4.1. Check Scorm1.2 server Acknowledgment Responses

(Not applicable for AICC)

Make sure Scorm LMS server was returning acknowledgement when the content was
posting Scorm values
On the XML file, with Notepad++, search ‘ERROR_TEST=’ then press ‘Find All in
Current Document’, it will then display all the Scorm server response for each Commit
made by the content through ‘learning/PwsAicc’.
Make sure all those response are ‘ERROR_TEXT=Successful’. If you see Timeout or
Session not found, it could be a server app node problem (Contact CS them the agent
will check if issue occurs on a specific node through server logs).
See error code list http://scorm.com/scorm-explained/technical-scorm/run-time/run-
time-reference/

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 4.2. Troubleshoot with Firefox/Chrome/HTTPWatch/Fiddler

This guide shows an example with Internet Explorer Network Traces. Network traces can
also be collected on Firefox, Chrome, HTTPWatch and Fiddler. On Firefox and Chrome, the
traces will be generated in an HAR file. The exact same troubleshooting can be performed in
a friendly way as not based on XML.

See guides:
Firefox_DevTools_Collect_NetworkTraces.pdf
Chrome_DevTools_Collect_NetworkTraces.pdf
HttpWatch_Collect_NetworkTraces.pdf
Fiddler_Collect_NetworkTraces.pdf
To analyse the HAR file, go on page: https://toolbox.googleapps.com/apps/har_analyzer/

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 4.3. SCORM1.2 API Logs
This section does not concern AICC course.
Technically, in your browser, it is not the content code that sends directly the scorm values:
When opening the Structure page (in order to launch the course), Structure page exposes the
Scorm API. Then, the content find this Scorm API and Initialized the scorm connection. Every
time the content wants retrieve or post scorm data, it does it through the scorm API.
It is possible to collect the Scorm API with this guide:
SCORM_API_log_collect_guide.pdf
For Completion issues, scorm API logs are rarely needed. SF LMS is not supporting the full
Scorm Standard, if the content is using scorm data not supported by SF LMS, we would see
it in Scorm API Logs, for example ‘cmi.student_data’:
(http://www.knowledgepresenter.com/kpuniversity/v7/helpv7/index.html?http://www.knowled
gepresenter.com/kpuniversity/v7/helpv7/Creating%20Interactive%20Documents/scorm.html)
In scorm APl logs, we would be able to see if the content is requesting
‘cmi.student_data.mastery_score’, this scorm data is not supported by SF LMS.
cmi.student_data.mastery_score is a ‘dynamic Mastery Score’, this Mastery Score is pulled at
the student profile level when launching the course (benefits is that different student could
have different minimum score to reach). In the Scorm API logs, we would see an ERROR
when the content request ‘cmi.student_data.mastery_score’.
‘cmi.student_data.mastery_score’ can have an impact of completion, the content might set it
to ‘100’ by default if ‘cmi.student_data.mastery_score’ is not returned by LMS.

 Scorm1.2 data supported by SF LMS:

https://mdocs.sap.com/mcm/public/v1/open?shr=aFWm1_OdRMPKYWJ1cBC1lcY4D-
eKn0a2HxrnvxtIM9M&obj=jw9QkM037FBKxJ-wWbHaD6iHGnGd3ymeNAwlE3Kkxa4

Scorm1.2 API logs Sample:

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