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. The message alone does not identify the cause. Follow the learner checklist. Course providers should also check the saved package and the learner’s Registration (their place on the course) and access.
The SCORM area stays blank or keeps showing a loading spinner, with no error message
Cademy shows a spinner until its SCORM player has loaded, then shows the package inside that player. The player and the package files load from a separate SCORM address, so a firewall, web filter or browser extension that blocks that address can leave this area loading or empty while the rest of the lesson appears. Follow the learner checklist, including the check on another internet connection. On a work or school network, share Allow Cademy on a Restricted Network with the IT team; it lists the SCORM address.
A card says "Interactive Content" but no player opens
Cademy has no ready package to play in that SCORM block, for example because the uploaded package is still processing or is invalid. Contact the course provider. Course providers should check the saved SCORM block.
"Complete the course content to Continue"
The lesson is waiting for a required SCORM completion condition. Check every required SCORM block, not just the package currently open. An unfinished required quiz can instead show Complete Quiz to Continue, and a required form that has not been submitted can show Submit the Form to Continue. See the completion guidance below.
The SCORM package is complete, but the Cademy course still shows incomplete or 0%
Return to the Cademy lesson. Once all required packages, quizzes and forms allow completion, select Complete & Continue, or Mark as Completed on the final lesson. If Could not update your progress appears with a message that you must complete all required SCORM content, Cademy’s saved record for a required package is not yet completed or passed, even if the package looked finished on your screen. If the button stays blocked or saving reports an error, record what happened and contact the course provider.
"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 Learning Content.
The package starts again or opens in the wrong place
Use the same learner account and open the same course place and date under Your Courses. This matters if you have more than one place on the course. Cademy keeps what the package saves for that place, account, lesson and SCORM block, and hands it back when the package opens; the package itself decides where to reopen. If the package was replaced after you started, saved information from the old package may not work with the replacement. Cademy saves each change the package reports while the lesson page is open and online, and shows no message if a save does not go through, so a successful launch does not prove the latest progress was saved.
Learner checklist
Follow these checks in order. Note the exact error and where you stopped before reloading or leaving the lesson. Stop when the original problem is resolved: loading, returning to the saved place and completing the Cademy lesson are different checks.
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 correct course place from your Cademy account
Open your account menu and select My Courses & Bookings. On the My Courses page, select the intended place under Your Courses, checking its date if shown. An on-demand course can open straight into its Content page; choose the SCORM lesson there. If a course or date details page opens, select its learning button, then the SCORM lesson. The default button can say Start Course, Continue Course or View Course; your provider can use different wording. If you cannot find your place or learning button, contact the provider.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 once
After noting the error and where you stopped, reload the lesson page once and wait for the SCORM content to open. Check the original problem again. Reloading does not guarantee recovery of progress that was not saved.Restart your device
Restart your phone, tablet or computer, then open the course again from My Courses & Bookings.Check optional ad blockers or VPNs
If you use an optional ad blocker or VPN that you control, you can temporarily turn it off and reload to compare the result. Restore it afterwards. Skip this check if you are unsure or your organisation requires it; ask its IT team instead. You can still contact your provider without doing this check.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 Allow Cademy on a Restricted Network 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
A different browser, device or network is a comparison to help locate the problem, not a guaranteed fix. Keep the same learner account and course place when comparing results.
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. An Order is the booking record and can include payment and participant details. System Admins can use the main Registrations and Orders pages. Course Owners and Facilitators can inspect only the course or date Registrations their access allows. Editing course content or using Preview as Student requires System Admin or Course Owner access.
The package-card steps below use the newer course content editor with a / content menu. If the editor differs or asks you to migrate content, contact Cademy Support before changing an existing course. Start with the record and saved-content checks; do not replace a package or change learner progress merely to see whether the error disappears.
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 learner’s Registration
As a System Admin, open admin.cademy.io/registrations. As a Course Owner or Facilitator with access to the relevant course or date, open Courses, the intended course or date, then Registrants. Find the learner using their login email address and open the intended Registration. If no result appears, check the selected view and filters or ask a System Admin to locate the record. A missing result does not prove the place does not exist. Confirm:the learner, Course and intended place are correct; note its Reference if there are several places
Status is Active or Completed
Access expires shows Never or a date and time that have not passed
a Blended course Registration has the intended Course date
Check the learner’s route
Ask the learner to follow the account-to-course steps in the learner checklist above, using the same place and date as the Registration you checked. An on-demand course can open directly into lessons; a dated course can first show its details and learning button. An Order Contact (the person who made the booking) who booked for someone else needs their own place on the course to open its lessons as a learner.Check the associated Order when there is one
A System Admin can open the Order linked from the Registration’s source and record its actual payment and cancellation status. If you cannot access Orders, ask a System Admin to do this check. If other lesson content opens but SCORM gives a delivery error, contact Cademy Support with the Registration reference, Order reference and actual payment status. Access rules can differ; do not change the payment status or ask for another payment as a troubleshooting test.Check the saved SCORM block
As a System Admin or Course Owner, go to admin.cademy.io and select Courses. Open the course, select Edit Course, then Contents and the lesson. Check the intended package is attached. The package name and SCORM 1.2 label alone do not prove it is ready or working. Wait for Processing… to finish; if it remains stuck, contact Cademy Support. Until the package is ready, the lesson shows an Interactive Content card instead of the player. For Invalid package or an upload error, use the linked setup guide before changing the file. Replacing a live package can affect existing resume information.Check loading with Preview as Student
In the lesson editor, select Preview as Student to inspect saved content. The course must have been saved at least once. If Save Before Previewing? appears, select Cancel to return, Preview Without Saving to inspect the previously saved content, or Save & Preview only when you intend to save the current changes. Record any error. A successful preview checks that particular attempt to load and display the package; it does not prove learner access or saved progress.Check the completion setting
Check whether Students must complete this package to finish the lesson is on and review the completion and scoring rules in the software used to create the SCORM package. Ask whoever created the package if needed. Cademy uses the status from its SCORM player. When the package ends its SCORM session, the player sets the final status itself: if the package’s manifest has a mastery score and the package reported a score (neither of them 0), it compares them and records passed or failed; otherwise it records completed. So a required package can count as completed once its session ends, even if the learner stopped part-way. Use the registered-learner checks below to see when the Cademy lesson completion button becomes available.Choose an eligible test learner
Preview as Student uses temporary progress. For actual access, saved progress and completion, follow Test a Course as a Learner and choose suitable test places before creating records or sending notifications. Use two different eligible test learner accounts, each with its own Registration and no previous SCORM progress for this package: one for the unfinished case and one for the completed case below. Each Registration must belong to the test learner, have valid access and the correct course/date. Make sure the lesson is published and available to that learner. Use a non-admin learner identity to check ordinary learner visibility; an administrator’s own Registration can still show unpublished lessons.Check every required package, quiz and form
First use one of those test learner accounts and its course place to leave the package unfinished. If it is a required package, check that the Cademy lesson completion button stays blocked. Ending the session can change saved status, so use the other test learner account and its own course place for the completed case. Complete the package there and check whether the button becomes available at the intended point. Every required SCORM block, quiz and form must be satisfied. Then use Complete & Continue, or final Mark as Completed, and check the Cademy lesson result. If the button becomes available too early, stays blocked after the requirements are met or the lesson result fails to save, record the steps and contact Cademy Support.Check returning to saved progress
For each attempt you are checking, return with that same learner account, course place/date and lesson to check what was saved. Do not switch to the other test place when checking resume behaviour. Do not treat closing the tab, a responsive package or successful preview as proof the last progress update was saved. If it starts again or resumes incorrectly, record the point reached and what happened on return. Note whether the package or block was replaced or copied after learners started. Old resume data may not work with a replacement; replacing it again is not a progress reset.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
the Registration reference, associated Order reference if available, and any recent package replacement or block-copy history
See Add SCORM Learning Content for supported files, upload limits, completion settings and replacement guidance.
How SCORM completion works
The SCORM player supplies a status for each package. For an incomplete lesson, each required SCORM block needs a completed or passed status in Cademy.
When all required SCORM blocks, quizzes and forms satisfy their requirements, the lesson completion button becomes available. Completing one package may not be enough.
The learner still selects Complete & Continue, or Mark as Completed on the final lesson. A package finishing does not automatically mark the Cademy lesson complete. When the learner selects the button, Cademy checks the saved status of every required package again. If saving reports an error, check the lesson result and contact the provider.
If the button says Complete the course content to Continue, check every required SCORM block. Complete Quiz to Continue points to an unfinished required quiz. Submit the Form to Continue points to a required form that has not been submitted. An already completed lesson shows Mark as Incomplete. The provider should use the registered-learner test to compare the intended requirements with when the completion button becomes available. The player can change a package’s status as its session ends, so a rule in the software that created the package does not by itself prove the result. For the setting that makes a package required, see Add SCORM Learning Content.
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 the learner genuinely completed the content but the Cademy lesson status is wrong, an administrator with access to an eligible, non-cancelled Registration can make a deliberate lesson-status correction. This does not create, reset or repair SCORM answers, scores or saved progress. A correction that completes the course can also trigger certificates, continuing professional development (CPD) awards or feedback requests where those features and course settings apply. Read Correct a Learner’s Lesson Progress and its consequences before making that change.
Frequently asked questions
Should I clear my browser history and cookies?
No, not as the first troubleshooting step. Start with the learner checklist. Clearing cookies can affect your Cademy sign-in, and the course package may have its own browser requirements. Ask your provider for specific guidance if those checks do not resolve the problem.
Why did the package finish but the course still shows 0%?
Completing the package does not automatically complete the Cademy lesson. Once all required packages, quizzes and forms allow it, return to the lesson and select Complete & Continue, or Mark as Completed on the final lesson. If the button is blocked, saving fails or the result still looks wrong, use the checks above and contact your provider.
Does Preview as Student save SCORM progress?
No. It uses temporary progress for checking loading and display. Use an eligible test learner with a Registration to check actual access, saved progress and completion, following the testing guide above.
Can a course provider reset or change progress inside a SCORM package in Cademy?
No. Cademy does not provide a course-provider control to reset or edit the saved progress inside the package. An administrator with access to an eligible, non-cancelled Registration can deliberately change the Cademy lesson status, but this does not change SCORM answers, scores or the saved place. Read the linked lesson-progress guide before a correction; a correction that completes the course can also trigger certificates, CPD awards or feedback requests where those features and course settings apply.
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 phones and tablets, but the package must also support the device and smaller screen. Test the actual package on the devices learners use. If it works on a computer but not on mobile, ask whoever created the package to check it.