Troubleshoot Rise SCORM 2004 Updates

Diagnose and safely recover when an updated Articulate Rise SCORM 2004 package will not open for learners who already started the course.

An updated Articulate Rise SCORM 2004 package can work for new learners but fail for learners who started an earlier version. This usually happens when the updated package no longer recognizes the learner's saved SCORM resume data.

Recognize the Issue

This problem is likely when all of the following are true:

• Learners who are newly enrolled can open the updated course.

• Learners who previously opened the course receive a page-not-found or similar error when they resume it.

• Uploading the previous package allows affected learners to open the course again.

• The update was created by duplicating or rebuilding the Rise course, or by using a different publishing method.

Note: A browser console cross-origin warning is not, by itself, evidence that NexPort Campus cannot launch the course. If the same warning appears for new learners whose course opens successfully, investigate the saved SCORM data and the authored package first.

Why This Happens

NexPort Campus stores the progress that a learner reports through SCORM, including the learner's last location and resume state. An Articulate Rise update can change the package's internal page identifiers when the source course is duplicated, rebuilt, or republished differently.

When the updated package is uploaded in place of the existing courseware, NexPort Campus preserves the learner's earlier SCORM data. The updated package may then try to resume at a page identifier that no longer exists, so the course cannot load the requested page.

Contain the Problem

1. Stop replacing additional affected courseware packages until the update has been tested.

2. Restore the previous package when continued access for existing learners is urgent.

3. Confirm the rollback with a learner who had already started the course and with a newly enrolled test learner.

4. Keep a copy of both the prior and updated SCORM ZIP files and record the courseware name, upload time, and affected learners before making further changes.

Diagnose One Affected Learner

Compare a returning learner with a new test learner in the same updated course.

1. Confirm whether the new learner opens the course successfully.

2. Confirm whether the returning learner fails before selecting a different lesson or page.

3. Review the learner's SCORM assignment session and, when appropriate, enable logging for future attempts. See Manage SCORM Assignment Sessions.

4. Compare the saved SCORM location/resume data with the locations used by the updated package. A location that points to an older Rise page identifier supports this diagnosis.

Warning: Changing a learner's SCORM CMI data can change what they see when they launch the course and can discard or alter recorded progress. Do not bulk-edit learner data or change package files as a first response. Preserve the original data and work with NexPort Support and the course author on a recovery plan.

Provide New Enrollments While the Update Is Investigated

If the updated package is required for new learners, do not overwrite the courseware used by active learners. Instead, work with NexPort Support to publish the updated package as separate courseware in a separate organization and use a separate section for new enrollments. This keeps existing learners on the compatible package while the updated package is validated.

Prevent Resume Problems in Future Rise Updates

Before replacing any SCORM 2004 package that learners may have already started:

1. Update the original Rise source course whenever possible; avoid creating the update by duplicating the course and treating it as the same course.

2. Keep the same publishing approach and SCORM version unless the change is explicitly tested for resume compatibility.

3. Retain the prior published ZIP and note its package and manifest identifiers.

4. Test the new ZIP in NexPort Campus with two test learners:

   • A new learner with no saved SCORM data.

   • A returning learner who launched the prior version and exited after visiting several pages.

5. Verify that the returning learner resumes correctly after the updated ZIP is uploaded.

6. If the course cannot resume correctly, publish it as new courseware for future enrollments or ask the course author to produce an update that preserves the required Rise page identifiers.

Information to Provide to Support

When requesting help, include:

• The organization, courseware name, and section.

• The names or IDs of one affected returning learner and one successful new test learner.

• The previous and updated SCORM ZIP files, if they can be shared securely.

• Whether the Rise course was edited in place, duplicated, rebuilt, or published with a different method.

• The date and time of the package replacement.

• Screenshots of the learner-visible error and relevant SCORM session logs.

For general packaging and testing guidance, see SCORM Best Practices.