Introduction
Some lessons on Cademy use a format called SCORM - files added by the course provider and displayed through Cademy. If something doesn’t load (like a video or button), the issue is likely with the file or the user’s network/device, not the Cademy platform.
For Course Providers: How to Support Students with SCORM Issues
Step 1: Pinpoint the Cause
Issues usually come from:
A broken SCORM file (e.g., broken link or script)
Network restrictions on the student’s end (e.g., blocked websites, social media or video platforms)
Software conflicts (e.g., ad blockers or pop-up blockers)
Step 2: Suggest These Fixes
Advise students to:
Use a different browser (Chrome, Firefox, Safari).
Disable ad blockers or browser extensions.
Try on a different device.
Clear your browser’s cache and cookies.
Avoid in-app browsers on mobile.
Switch from a school or work internet network to an alternative, like home internet.
Turn off any VPN you may have active.
If you're on a school or work network, contact your IT department and ask if any websites might be blocked.
Step 3: Check the SCORM File
If multiple reports come in:
Test the SCORM file in a viewer
Confirm all elements work (links, videos, buttons)
Re-export and upload a fixed version if needed
Step 4: Get Help from Cademy
If unsure, email support@cademy.io with:
Course and lesson name
What’s happening
Screenshot or screen recording
For Students: Common Access Issues
What Might Be Causing the Problem
1. Course File Issue
The lesson may have an internal error (e.g., a missing video or a broken button).
Contact your training provider to report the issue.
2. Network or Device Restrictions
Work or school networks may block websites or content used in the course.
Software or browser extensions (such as ad blockers or pop-up blockers) can also prevent course content from loading correctly.
3. Quick Fixes You Can Try
Use a different browser (Chrome, Firefox, Safari).
Disable ad blockers or browser extensions.
Try on a different device.
Clear your browser’s cache and cookies.
Avoid in-app browsers on mobile.
Switch from a school or work internet network to an alternative, like home internet.
Turn off any VPN you may have active.
If you're on a school or work network, contact your IT department and ask if any websites might be blocked.
Still stuck? Reach out to your provider - or email support@cademy.io and we’ll help.