A SCORM package is interactive course content uploaded by the course provider. Use this guide when the content is blank, shows an error, starts from the beginning, or does not update the learner's course progress.
Are you taking the course?
Follow the learner checklist below. If the problem continues, contact the organisation running your course. They can check your course access and the SCORM file.
Match the problem to what you see
"There was an error delivering this lesson content."
Cademy could not open the SCORM content for this learner. Follow the learner checklist. Course providers should also check the learner's Registration and access.
"Complete the course content to Continue"
The SCORM content has not told Cademy that it was completed. If the lesson contains several required SCORM packages, the learner must complete all of them.
The SCORM package is complete, but the Cademy course still shows incomplete or 0%
Return to the Cademy lesson and select Complete & Continue, or Mark as Completed on the final lesson.
"Invalid package", "Failed to upload the SCORM package" or "Max File Size Exceeded"
The course provider must check the SCORM ZIP file or its size. See Add SCORM Content to a Course.
The package starts again or opens in the wrong place
Make sure the learner logged in with the same email address and opened the same course under Your Courses. If the package was replaced after the learner started, the saved place from the old package may not work with the replacement.
Learner checklist
Follow these steps in order. Stop when the SCORM content works.
Log in with the correct email address
Go to cademy.io/login. Use the email address that received your course invitation or booking confirmation.Open the course from your Cademy account
Open your account menu and select My Courses & Bookings. Under Your Courses, select the course. Select Start Course, Continue Course or View Course, whichever appears. Then open the SCORM lesson.Use a regular browser
Open the course in Chrome, Safari or Firefox. Avoid the small browser that opens inside an email or messaging app.Reload the page
Reload the lesson page once and wait for the SCORM content to open.Restart your device
Restart your phone, tablet or computer, then open the course again from My Courses & Bookings.Turn off an ad blocker or VPN temporarily
If you use one, turn it off and reload the lesson. If you are not sure, skip this step.Try another browser
If one browser does not work, try Chrome, Safari or Firefox.Try another device
For example, try a computer if you were using a phone, or try another available device.Try another internet connection
If you are using work or school Wi-Fi, try mobile data or home internet. If the content only fails on a work or school network, ask the IT team to check what is blocked. Share Cademy Whitelist Domains with them.Contact your course provider
Send the organisation running your course:the course and lesson name
the email address you use to log in to Cademy
a screenshot with the full page address and complete error message visible
the date and time the problem happened, including your time zone
your device and browser
which steps above you tried
For more help finding the correct account and course, see Log In and Find Courses You Are Attending or Bookings You Made.
Course provider checklist
A Registration is the learner's place on the course in Cademy. Editing the course or using Preview as Student requires System Admin or Course Owner access. Other team members can only see Registrations for courses or course dates assigned to them.
Check who is affected
Find out whether the problem affects one learner, several learners, everyone, or only people using one work or school network.Check the saved lesson with Preview as Student
Go to admin.cademy.io and select Courses. Open the course, select Edit Course, open Contents and open the lesson. Save it, then select Preview as Student.Test with a real Registration
Preview as Student checks that the package loads and displays correctly. It does not save progress or where the learner stopped, and it does not prove that a real learner has access. Use a test learner who has a Registration to test these. Follow Test a Course as a Learner.Check the learner's Registration
Go to admin.cademy.io/registrations. Find the learner using their login email address and open the Registration. Confirm:the learner and course are correct
Status is Active or Completed
the date under Access expires has not passed
a blended-course Registration is connected to the correct course date
Ask the learner to open the course from their account
They should open My Courses & Bookings, select the course under Your Courses, then select Start Course, Continue Course or View Course.Check the Order if the learner was added through one
If other lesson content opens but SCORM shows a delivery error, contact Cademy support. If the Order is not fully paid, include its payment status.Check the SCORM block
Open Courses, open the course, select Edit Course, then open Contents and the lesson. The block should show the package name and SCORM 1.2. If it shows Processing…, wait for processing to finish before testing. If it remains stuck, contact Cademy support. If it shows Invalid package, export and upload a valid SCORM 1.2 ZIP.Check the completion setting
If Students must complete this package to finish the lesson is on, check the completion rule in the software used to create the SCORM package. The package must send Cademy a completed or passed status.Complete every required package
If the lesson contains several required SCORM blocks, complete all of them during the test.Check saved progress
Test with a learner who has a Registration. Leave the lesson, open it again and confirm that it continues from the saved place. If the package was replaced after learners started, saved data from the old package may not work with the replacement.Contact Cademy support
Email support@cademy.io and include:the course, section and lesson name
the affected learner's email address
whether the problem affects one learner, several learners or everyone
the exact error message and a screenshot with the full page address visible
the date and time of the latest attempt, including the time zone
the learner's device, browser and network
the checks already completed
See Add SCORM Content to a Course for supported files, upload limits, completion settings and replacement guidance.
How SCORM completion works
The SCORM package tells Cademy when the learner has completed or passed it.
If the package is required, this unlocks the Cademy lesson completion button.
The learner must select Complete & Continue, or Mark as Completed on the final lesson.
If the button still says Complete the course content to Continue, the package has not told Cademy that it was completed. The course provider should check the package's completion rule and test it with a learner who has a Registration.
Cademy does not show course providers the learner's answers or scores inside the package. Course providers also cannot change or reset the learner's saved place inside the package from the Admin Dashboard.
If a learner genuinely completed the content but only the Cademy lesson status is wrong, an administrator who can access the Registration can correct the lesson status. This does not create or repair SCORM progress. See Change a Learner's Lesson Progress.
Frequently asked questions
Should I clear my browser history and cookies?
No. Cademy's current SCORM player does not depend on browser cookies. Start with the learner checklist above.
Why did the package finish but the course still shows 0%?
The learner must return to the Cademy lesson and select Complete & Continue or Mark as Completed. Completing the package does not automatically complete the Cademy lesson.
Does Preview as Student save SCORM progress?
No. It only checks that the package loads and displays correctly. Use a test learner who has a Registration to check access, saved progress and completion.
Can a course provider reset or change progress inside a SCORM package in Cademy?
No. An administrator who can access the Registration can change the Cademy lesson status, but this does not change answers, scores or the learner's saved place inside the package.
What if the package was replaced after learners started?
Replacing a package does not reset saved progress. A learner's saved place from the old package may not work with the replacement. Replace packages before learners start where possible, and contact Cademy support if a live course is affected.
Does SCORM work on phones and tablets?
Yes, Cademy can display SCORM on mobile devices. The SCORM package must also support smaller screens. If it works on a computer but not on mobile, the course provider should ask whoever created the package to check it.