Troubleshoot issues with learning modules

Introduction

Users may occasionally experience issues when taking learning modules. In this article, we show the most common issues, why they occur, and how to resolve them.

 

Issues with files

Users can download files

Issue: When a course is created in LMS365 (Learn365), a SharePoint group with learners is created for this course. By default, Read permissions are granted to this group. These default SharePoint permissions enable learners to download files that form part of a learning module in LMS365 (Learn365).

Solution: To prevent the download of files in a learning module, follow the instructions described in this article.

 

PDF files don't open in the LMS365 player

Issue: In some cases, PDF files uploaded to a learning module don't open in the LMS365 player and an error states that Microsoft Word can't open the file.

Solution: By default, the LMS365 player uses the default SharePoint viewer (Word Online) to open PDF files. The default viewer could be changed to Adobe Reader. To do this, contact Zensai Product Support. Follow this article for information on how to get help from Zensai Product Support.

Another possible issue can be in blocking third party cookies being enabled which also prevent PDF files from opening in the LMS365 player. In this case, the solution is to disable blocking third party cookies.

 

PDF files open in Word Online instead of a PDF viewer

Issue: PDF files are opened in Word Online instead of a PDF viewer.

Solution: By default, the LMS365 player uses the default SharePoint viewer (Word Online) to open PDF files. The default viewer could be changed to Adobe Reader. To do this, contact Zensai Product Support. Follow this article for information on how to get help from Zensai Product Support.

After you've changed the default viewer, if PDF files still open Word Online viewer instead of the enabled Adobe Reader viewer, check whether the PDF file is located in the Learning Module Documents library folder of the course in question. If the PDF file isn't in the relevant folder and only a link to it is used, then for security reasons, Adobe Reader viewer won't be able to open the PDF file.

 

PDF files can't be downloaded

Issue: In a learning module, PDF files opened in the Adobe Reader viewer can't be downloaded.

Solution: The Adobe Reader viewer inside SharePoint doesn't support the download of PDF files. To download PDF files, users should enable Word Online as the default SharePoint viewer for PDF files. To do this, contact Zensai Product Support. Follow this article for information on how to get help from Zensai Product Support.

 

PDF files aren't supported when opened in LMS365 (Learn365) in the Microsoft Teams mobile app

Issue: PDF files uploaded to LMS365 (Learn365) courses are supported when opened in the LMS365 player in the Microsoft Teams desktop version, but can't be opened by the LMS365 player in the Microsoft Teams mobile app.

Solution: Currently, there is no solution or workaround for this issue. We'll post an update when we have a solution.

 

Text on images in a PDF file can't be read by screen readers

Issue: Text on images in a PDF file can't be read using a screen reader, but other text can.

Solution: By default, the LMS365 player uses the default SharePoint viewer (Word Online) to open PDF files. The default viewer could be changed to Adobe Reader, which might improve the quality of images in the PDF file when displayed in the LMS365 player. To do this, contact Zensai Product Support. Follow this article for information on how to get help from Zensai Product Support.

 

Issue with the size of text

Issue: The font size of the text in the Content field of the Content editor of the learning module may differ from the default font size. This happens when the text is copied and pasted from another course, and the text format is preserved.

Solution: To remove the unwanted formatting, in the Content field of the Content editor of the learning module, select the Source code option on the rich text editor toolbar. This opens a window the text formatting is displayed. Delete the relevant formatting and select Save to save your changes. The changes will be applied immediately after saving and the text will be displayed in the default font size.

 

source_code.png

 

Add a link to an external website to an iframe

Issue: If the link to an external website was added via Website link of the learning module editor, the link doesn't open in an embedded window.

Solution: The settings that prevent the website from being used in an embedded window are website-specific settings, to which only the website owners have access.

To check whether the link can be iframed, use any of the following free third-party iframe checking sites: 

If the website you want to use can't be iframed, communicate this issue to the owners of the website.

 

The Next option is available for external links that aren't embedded

Issue: The Next option is available to users in the LMS365 player for external website links that aren't embedded, whether or not they follow the link.

Solution: The Next option can't be disabled for external website links that aren't embedded. This is because LMS365 (Learn365) can't control when the user returns to the LMS365 player to continue the course, so the user will need to select Next.

 

Why are folder names encrypted?

Issue: When adding files to a learning module via the Go to Learning Module Documents library, the folder name is encrypted and can't be easily identified, for example: 47eae5928d7342fd994a3d5f7b652bc9.

 

Learning_module_documents_library.png

 

Solution: This is expected behavior and helps to prevent errors and conflicts inside the Learning Module Documents library. These unique folder names help to eliminate issues when uploading files and prevent unauthorized access.

 

Issues with Microsoft Office apps

Microsoft Sway presentation doesn't open directly in the LMS365 player

Issue: A Microsoft Sway presentation added to a leaning module doesn't open directly in the LMS365 player when taking this learning module but redirects to the SharePoint

Solution: The issue is that the link from SharePoint is used instead of the Microsoft Sway presentation embedded code. To be able to open and display a Microsoft Sway presentation directly in the LMS365 player when taking the learning module, follow these steps:

1. In the Microsoft Sway presentation, select the Share option > Share your Sway with anyone with a link.

2. Select whether you want users to be able to only view or edit the Sway presentation, then select Get embed code and copy it.

 

GetSway_code.png

 

3. In the learning module editor, select Embed code. The Embed Code panel opens. Give your Sway presentation a name and paste the copied code in the Embed Code field.

4. Save your changes.

 

Any attempt at a Microsoft Stream video is marked as completed

Issue: For embedded Microsoft Stream videos, a learner's attempt is marked as completed, regardless of whether they watched the video, or whether they watched all of it.

Solution: LMS365 (Learn365) can't control whether learners watch embedded Microsoft Stream videos so when the video is opened in the LMS365 player, a learner's attempt at the video is automatically marked as completed. 

As a workaround, you might choose to implement one or more of the following best practices:

  • In the learning module editor, after the video, add a confirmation step using the Confirmation option. The text could read "I confirm I watched the entire video and understand its content" and this would make learners responsible for ensuring they're compliant.
  • In the learning module editor, after the video, add a short quiz to check whether the learners have understood the essence of the video.
  • If you want to force learners to stay on a specific step so they have to play a video, you can package that video in a SCORM file and then upload it. To package a video in a SCORM file, you'll need to use a SCORM authoring tool or contact your content package provider.

 

Sign-in request for Microsoft Stream video on mobile devices

Issue: Users might experience issues when viewing Microsoft Stream videos in the LMS365 (Learn365) or the Microsoft Teams app on mobile devices. Users are asked to sign in to Microsoft Stream. After entering their credentials, users are redirected to LMS365 (Learn365) but the "To see this content, sign in" message from Microsoft Stream is displayed, together with the sign in option. This message persists.

 

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Solution:  To resolve this issue, go to the LMS365 (Learn365) Admin Center > Global Settings > Mobile Configuration > Open web content in a Browser and toggle the Switch on/off to open web content in a browser option to the On position. 

 

Open_course_in_browser.png


After enabling this option, users should access the Microsoft Stream video through the mobile app again.

Safari browser users may still encounter this issue so they would additionally need to disable the Prevent Cross-Site Tracking and Block All Cookies options in their Safari settings. Users would also need to clear history and website data with the relevant option in Safari settings.


safari_settings.png

 

Users can't select an area for a Hot spot question

Issue: When taking a Hot spot question in a quiz, the image might not be displayed correctly to some users, meaning it won't be possible for users to select the hot spot area.

Solution: There are several reasons why this might happen.

1. The user isn't added to the Users list of the catalog. Adding the user to the catalog grants the required permissions to the Learning Module Documents library folder of the course (this is where images for Hot spot questions are stored).

2. If users who are added to the catalog don't have access to the Hot spot image, you can manually grant the relevant permissions. Go to the Settings page in SharePoint > select Site contents > find and select Site Assets in the list > find the relevant folder > HotSpotImages > from the menu of the relevant image, select Manage access and configure access for the users in question.

 

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