Technical settings and tips

Technical information for the LMS administrator

You recieve a ZIP package with the delivery of the e-learning. You give this to the administrator of your learning management system (LMS). This person will know how to upload the ZIP package to the LMS.

Please find below some technical information for the LMS administrator:

Authoring tool used:

Articulate Storyline 360 / Articulate Rise (for responsive Design)
E-learning standard used: 
(if not explicitly requested differently by the customer)

SCORM Standard basics
Communication with the LMS: The course sends an LMScommit command every minute to transmit the current learning status to the LMS.

Pause / Resume:
(if not explicitly requested differently by the customer)

The course can be paused at any time and the learning status is saved in the LMS page by page. When the course is resumed, the participant is asked whether they want to continue from the last position or start all over again ("Prompt to resume" setting)

Transmission of results:
(if not explicitly requested differently by the customer)

As IS-FOX courses include a final test, the default setting is "passed/incomplete". The two results ("Completion" and "Success") are transmitted on the last page (overall result).
Scoring threshold and counting method:

The threshold for passing is usually 75%, but can be set individually by the customer. The course transmits the success score to the LMS. The LMS should not calculate the score itself (setting "Ignore Mastery Score")

Potential errors during runtime

Our e-learning courses are created using state-of-the-art development tools and extensively tested with the most common browsers (Chrome, Edge, Safari, Firefox, etc.). Nevertheless, due to the large number of different devices, versions and configurations, it cannot be excluded that technical problems may occasionally occur. This section is intended to help you narrow down errors and identify possible solutions.

Problem: IS-FOX SCORM e-learning courses are booked incorrectly, e.g. reported as FAILED in the LMS after the first chapter.

Reason: The LMS overwrites the status reported by the course and calculates its own progress using the "Mastery Score".

Solution: Set your LMS not to use the "Mastery Score". You will typically find this setting under "Compatibility" in the LMS. In Moodle, for example, the setting is called "Mastery score overrides status = No".

Background information: According to Scorm standard, the e-learning course determines the status, unless a "mastery score" is stored in imsmanifest.xml (= % threshold to pass) and the LMS is instructed to use this mastery score to calculate a course status itself.

Articulate courses automatically set a mastery score in imsmanifest.xml when a test with a results page is included. Nevertheless, the course submits its score itself. An own calculation by the LMS leads to incorrect bookings.

Problem: When opening the SCORM course in Firefox, the course hangs on the loading screen.

Reason: Autoplay is probably deactivated in the Firefox browser (a standard setting in Firefox). As a result, the browser is blocking the start of the course.

Solution: Check in the address bar whether a crossed-out "Play" button appears there. If yes, click on it and allow "Audio and Video" for this course.

Support request to IS-FOX Support

If the above tips do not solve your problem, you are welcome to contact (if you have any problems with IS-FOX courses 😉). However, we ask you to observe the following rules:

1. Describe errors as precisely as possible

For a structured error analysis, we first need a precise description of the error.

  • Bad description: "The e-learning is not working".
  • Good description: "I started the e-learning in the Firefox browser via the link from our LMS. The browser opens another window, but no content is displayed, the window remains gray".

Ideally, you should also add meaningful screenshots.

2. Include technical details

In addition to the actual error description, technical details are essential for us:

  • Which browser is used? In which version?
  • Which end device is being used? A PC / notebook? A tablet? A virtual system (Citrix)?

3. Localize the error yourself

Unfortunately, as with any IT system, an error in an e-learning course can always have various causes:

  • An error / misconfiguration in the e-learning course,
  • An error/misconfiguration in the learning management software (LMS),
  • An error/misconfiguration in the device used (operating system, browser, configuration, security settings, etc.),
  • An error / misconfiguration in the network communication (poor connection, firewall or proxy settings, etc.),
  • An unfortunate combination of the above.

Since there is only a certain probability that the error is caused by our e-learning course, there is also only a certain probability that we can contribute to the solution. You should therefore first carry out a typical IT troubleshooting:


What conclusions can be drawn?

Can you reproduce the error on the affected device?

YES: good, because that means we can basically perform troubleshooting.

NO: Unfortunately, non-reproducible errors have any number of causes and cannot be thoroughly investigated. This is why some IT experts claim that the systems are "alive".

Can you reproduce the error on the affected device with an alternative browser?

YES: either the device, the E-learning course or the learning management software causes the error.

NO: obviously, the first browser causes the error.

Can you reproduce the error on the affected device with another course?

YES: either the device or the learning management software causes the error.

NO: it seems that the e-learning course causes the error.

Can you reproduce the error on another standard IT device in your company?

YES: we should troubleshoot in the e-learning course and the learning management software.

NO: the error seems to be closer to the device than to the e-learning course. The troubleshooting should therefore focus on the affected device.

Does the error affect only a few users or does it occur for many / all users?

ONLY SPORADIC: the error is probably caused by the devices used (browser / version / configuration).

AREAWIDE: the error seems to be in the e-learning course or learning management software.


Please perform this troubleshooting before contacting our support. Unfortunately, we cannot take over this task for you.