I was wondering is anyone has had issues with only specific students in a course not being able to access SCORM content? We have a student who gets a connection error (see attached image) when trying to access SCORM content. Other students have no issues. This occurs on any device, browser (incognito included) and any internet connection. It also occurs when I masquerade as this student on any device. Canvas support suggested we contact the vendor. We contacted the vendor and they stated it could be the students account from our end but the account is in good standing.
Not sure what it could be?
Hello @muneeb_mobashar
The student account working in the sandbox shell is now pointing to a course and student account-specific issue. You will need support from the vendor to check the student enrollment record to see the attempt and launch data to identify why they are unable to launch in the course. Short of unenrolling the student from the course and enrolling back in, there is some level of corrupt record.
These are my rough thoughts. Based on the image you shared, it appears that Canvas attempted to display the content from cwustudents-wa.vectorlmsedu.com inside the embedded frame, but the Vector LMS site refused the connection before the SCORM content launched. One thing to ask your vendor is whether the learner record does exist for this student and if the launch request is being rejected by Vector.
You could test to see if the course is the issue by adding the student into a Test course, add yourself as a student to that test course and have both accounts attempt to open the SCORM package. If you get the same error message for this student, then you are seeing a user record issue.
Other possibilities could be:
Can you also compare this student record to that of a working student to see if there is anything usual? Such as hyphenated name, duplicate or multiple accounts for same student.
Thank you for this information. I did test it in a sandbox shell and the student was able to access the same content in the sandbox course. They do have a "preferred name" in Canvas but i would assume it would have affected the test course also?
Thank you again!
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