What to do if an At Work Learner's Course Progress is Lost

 

1. Course Progress is Not Autosaving

LearnUpon’s auto-save feature ensures learner progress is saved during e-learning courses. However, there are specific conditions for auto-save to work properly. Auto-save does not work if the learner exits the LearnUpon website and selects “Leave” when the window warns that changes will not be saved.

1. Learner's Must Exit Course Correctly in One of Two Ways: 

   • Scenario 1: Progress will be saved If the learner exits the SCORM course window and must wait a few seconds for the LearnUpon website to save their progress.
   • Scenario 2: Progress is saved if the learner selects “Save and Exit” from the LearnUpon website.

Troubleshooting: 

When a Learner's progress is not saved and they are required to start the course from the beginning, we have no way of restoring their progress. Instead, we can provide guidance on how to avoid such issues in the future. 

• Log in as the learner (if user type in LU = Learner).
  • Navigate to Users in the left-hand menu.
  • Search for the user by name or email.

• • Select the three dots next to their account and choose Log in as learner.
  • Start the course in question.
  • Complete 1-2 pages of the course.
  • Exit the course.
  • Resume the course and check if progress was saved.
    • If successful, remind the learner to exit the course using one of the abovementioned methods.
      • If the issue persists, you could ask the learner to screen record their actions: launching the course, completing pages, exiting, and relaunching.
      • If they are doing something incorrectly, provide clear steps for exiting the course.
      • If the learner is following the correct steps and still faces issues with lost progress, escalate to [e-mail].

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2. Course Status Set to “Passed” or “Complete” Prematurely

Sometimes, the course status may be marked as “Passed” or “Complete” before the learner finishes the content. 

Steps to Address Premature Course Completion:

1. Review the Learner's Enrollment Status in LU.

• If enrollment shows as passed with a score, please ask them to confirm they completed the assessment final assessment in Chapter 11 of the course.
• If they have completed that module, it is expected that the course status is shown as complete.
• if they have not completed that module, the case should be escalated to Systems for additional support. 

 2. Inform the users that although the course is set to complete, they will be able to relaunch the course.

• If the Learner navigates to Completed Courses on their Dashboard and selects Relaunch, the course should resume where they left off.
• If not, the learner can manually pick back up where they left off using the course navigation panel on the right side of the widow.

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Remember to document any actions taken during troubleshooting and maintain clear communication with learners. If further assistance is needed, escalate to your manager or to Systems Support via Zendesk. 

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