Introduction
Some lessons on Cademy use a format called SCORM – a type of interactive file uploaded by the course provider. If the page opens but doesn't load any content (for example, the screen stays blank or buttons don’t respond), this usually means something is preventing the SCORM content from running properly.
SCORM lessons work a bit like embedded YouTube videos – the course provider uploads a file, and it plays directly inside the Cademy platform. But instead of just watching, learners interact with the content: answering quiz questions, clicking buttons, or navigating through multiple steps.
Because of this, issues are typically caused by the SCORM file itself, or something on the learner’s browser, device, or internet connection – not the Cademy platform.
Step-by-Step Instructions
This article is designed to help both learners and course providers. Learners can follow the steps to fix access issues, and course providers can use the same checklist to guide their students and confirm if the issue is related to their SCORM file.
Follow these instructions to troubleshoot SCORM course issues as a learner or customer. It's important to check each step carefully and avoid skipping any. Each step helps narrow down the cause of the issue.
If a SCORM course is not loading properly:
Restart your device
A simple restart can fix temporary device or browser issues.
Clear your browser history and cookies
After clearing, close the browser completely, then reopen it and try again.
Turn off browser extensions or ad blockers
These can sometimes block course elements from loading correctly.
Turn off any VPN
Some work setups or apps may enable VPNs that block course content.
Try a different browser
Use Chrome, Safari, or Firefox if one isn't working.
Use a different device
Try switching from phone to laptop, or another available device.
Switch to a different internet connection
If you're on school or work Wi-Fi, try using mobile data or home internet.
Ask your IT department (if on a work or school network)
Let them know that course content may be blocked and needs to be whitelisted.
Send a screenshot if issues continue
If the course still won’t load after all steps above, send the following to support@cademy.io:A screenshot of the issue with the full web address (URL) visible
A short explanation of what happened before the issue occurred
Any error messages that appeared
This information helps the support team determine whether the issue is related to your network/device or something in the SCORM file itself. In some cases, workplace or school networks may block content by mistake. If needed, the course may need to be whitelisted by an IT team.
We’re here to help – and just need to go through the steps together to identify what’s causing the issue.
Pro Tips & Notes
Try to avoid using the browser that opens automatically when clicking a link from an email on your phone. These are called "in-app browsers" and they can block course content. Instead, copy the course link and paste it into a regular browser app like Chrome or Safari.
Frequently Asked Questions (FAQs)
What is SCORM?
SCORM is a file format used for e-learning content. Course providers upload these files to Cademy, and they are played inside the lesson area.
Why can I access the course page but not the lesson content?
Cademy hosts the course and lesson pages, but the content inside SCORM lessons comes from a separate file. If the content won’t load, it's usually a device, browser, or network issue on the learner's side.
Who can fix the SCORM file if something inside it is broken?
Only the course provider can re-export or replace the SCORM file. If you think a file might be broken, let your provider know.
Do these steps work on mobile?
Yes, but we recommend using a desktop or laptop where possible, especially when troubleshooting.
What if none of the steps work?
Send a screenshot, describe what you tried, and email support@cademy.io. The support team will help investigate further.