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Troubleshooting Tips: Completed Lessons not Saving Properly

Updated

Tortal is a fully compatible web service on all mobile device types. However, unstable Inernet connections and user error are outside of the scope of what anyone can account for and can cause errors for users working on mobile devices.

This Article will cover troubleshooting pathways to help support Users experiencing any of the following issues:

  • Learning Objects/ Exams/ Lessons not loading Correctly
  • Learning Objects/ Exams/ Lessons not saving Correctly
  • Content/ Pages not loading Correctly/ Slowly 

 

Troubleshooting Connection-based Errors for LMS Users. 

Tortal's official best practice recommends using the LMS from wired, desktop or laptop devices especially when interacting with score-based content.

Public Wireless and Cellular Data networks are not recommended due to their insecure and unstable natures. 

Network related issues are beyond the scope of Tortal support and must be handled by the User's local IT services.

 

Diagnosing the Issue

Course ware not saving or loading properly can result for 2 sources. To narrow down which is the most likely source, Administrators should perform the following checks.

  1. Determine if the Courseware is not sharing information properly with the LMS. 
    1. Used the Reporting Tool pulled a Lesson Report for the User's most Recent attempts at the Learning Object, and then cross reference that with the same Lesson Report for other Users who've attempted the same Learning Object.
    2. If others have been able to complete this Course/ Lesson without issue, then the Courseware can be ruled out. 

  2. Determine if the User interrupted the save process, after closing the Courseware player. (** most common)
    1. The LMS saves Interaction Data form the Courseware after closing the Player window, or modal.
    2. If the User is hasty. or careless, and navigates away from this save screen, then the LMS may not have been able to correctly or completely capture all data from the Lesson.
    3. Users will have to retake the Lesson and allow the LMS to redirect them back to the Course information page. 
    4. Administrators have allowed screenshot submissions of passing scores to be submitted to waive the retake. 

  3. Course Survey Lessons, linked out to another website
    1. Using Course Assessment Learning Objects as Surveys allows for external sites to be visited. 
    2. Users must complete their work, return to the Lesson Launcher, and close it properly before closing the browser window
       
  4.  Assist the User in determining if their internet connection may be Unstable whatever device
    1. This is the most common issue for users who experience mis-saved data.
      Below you'll find Troubleshooting guides for this type of issue.
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