Troubleshooting SCORM Upload, Completion, and Scoring Issues

If your SCORM package won't upload, isn't marking as completed, or isn't recording a score, this article walks through the most common causes and how to fix them.

Issue 1: SCORM Fails to Upload

Symptoms

• The .zip file is rejected or fails during upload
• The upload process errors out with no clear reason (message on screen: Oops, something went wrong. Please try again later.)

Cause

This is usually caused by one of two things:

1. The package contains a file type that isn't allowed (for example, an SVG file).
2. The package is packed incorrectly — the main SCORM files (including imsmanifest.xml) are placed inside a subfolder instead of at the root of the zip file.

Solution

Option 1: Check for unsupported file types Open the SCORM zip and remove or convert any unsupported file formats (e.g., SVG images) before re-uploading.

Option 2: Check the zip file structure Make sure imsmanifest.xml and the other core SCORM files sit at the top level of the zip — not nested inside a folder. If they're nested:

1. Open the zip file.
2. Move all files and folders from the inner subfolder up to the root level.
3. Re-zip the content so imsmanifest.xml is visible immediately when the zip is opened.
4. Re-upload the corrected package.

Issue 2: SCORM Is Not Being Set as Completed

Symptoms

• Learners finish the content, but it never shows as "completed" in reports

Cause

Either the SCORM isn't sending the completion status to the platform at all, or the SCORM's own internal completion requirements aren't being met by the learner (for example, a required interaction inside the SCORM isn't being triggered).

Solution

• Confirm the SCORM is configured to send cmi.core.lesson_status (SCORM 1.2) or cmi.completion_status (SCORM 2004) once its objectives are met.
• Check with the SCORM's author/authoring tool that the completion trigger inside the content is actually reachable by learners.
• Test the SCORM yourself, completing every required step, and confirm the status updates as expected.

Issue 3: SCORM Is Not Registering a Score

Symptoms

• The SCORM completes, but no score appears in reports

Cause

The SCORM isn't sending one of the required score parameters. Depending on the SCORM version, all applicable score parameters are mandatory for a score to be registered (see the parameter tables in our SCORM Overview article).

Solution

• Verify the SCORM sends cmi.core.score.raw (and cmi.score.scaled for SCORM 2004), along with cmi.core.score.max and cmi.core.score.min.
• If you're not the SCORM's author, check with your authoring tool or content vendor to confirm these parameters are being sent.

Issue 4: SCORM Completes But Never Registers a Score

Symptoms

• The content shows as completed, but a score is never recorded — even though the SCORM includes scored activities

Cause

This typically happens when the SCORM sends the "completed" status too early — often right at the start of the content. Once "completed" is sent, the platform stops recording any further data for that SCORM, including scores that would have come later.

Solution

• Check the SCORM's internal logic (with the author or authoring tool) to confirm "completed" is only sent after all scored activities are finished.
• If the SCORM needs to be reconfigured, republish it so completion status is sent last, then re-upload and retest.

Prevention

To avoid these issues going forward:

• Follow the recommended settings before packaging a SCORM (16:9 landscape, responsive layout, completion sent only after all objectives/scoring are done).
• Always confirm imsmanifest.xml sits at the root of the zip before uploading.
• Test new SCORM packages in a staging/test course before rolling them out to learners.

Still Having Issues?

If you've checked the above and the issue persists, contact our support team with:

• The SCORM version (1.2 or 2004)
• The zip file (or a link to it)
• A screenshot of the report showing the issue

Related Articles

• SCORM Overview: Supported Versions, Parameters, and Recommended Settings