If a learner reports that they're unable to proceed in or complete a topic or pathway, there are a few common reasons to consider. Here’s a step-by-step guide to help troubleshoot and identify the cause.
When a learner can't progress in a topic
If a learner reports that they're unable to progress in a topic or that they've completed a topic but it continues to show as incomplete, follow these steps.
Check for completion of previous parts.
Often, learners are unable to proceed (or complete a topic) because they haven’t completed all required parts in the topic.
Each part of the topic has a final 'Continue your journey' button at the end which needs to be clicked in order for progress to be recorded. Without this confirmation, the next part or module (for example, an Assessment or Destination module) may not be able to be unlocked.
When a learner reaches the end of the final part in the topic, there is a 'Complete your journey' button.
All instances of these buttons must be clicked to allow the system to mark the relevant part or topic as complete, allowing the learner to progress.
Steps to resolve:
Ask the learner to check for a green tick next to each part on the main navigation page.
Any part without a green tick has not yet been marked as completed. Any part with a lock symbol cannot yet be accessed due to prior parts needing to be completed first.
Ask the learner to review each part in the topic that doesn't have a green tick on the main navigation page, and ensure they have clicked the 'Continue your journey' or 'Complete your journey' button at the end to confirm completion of each part.
Note: To assist, you may wish to request screenshots from the learner showing the navigation page of the topic (allowing you to identify any parts that may be preventing the learner from continuing).
Check for pending assessments and activities.
Another reason a learner may not be able to progress in (or complete) a topic is that they may be waiting for an assessment result, they may have a pending activity to complete, or they may not have finished the Assessment module.
Steps to resolve:
Check if there is an outstanding Assessment module or any pending activities (such as Q&As, Tasks, Uploads and Events) that need to be completed before the learner can move forward. This will be indicated on the main navigation page of the topic.
Ask the learner to complete any pending activities (such as Q&As, Tasks and Uploads) as well as any final Assessment module. Parts or modules (such as an Assessment or Destination) with a lock symbol are not yet accessible as the learner must complete prior parts and activities first.
Ensure all pending assessments are marked as complete by the assessor, if applicable.
When a learner can't progress in a pathway
If a learner reports being unable to move to the next topic in a pathway, it's usually because they need to fully complete the previous topic before the next one becomes available.
Note: Pathways can be set up to require topics to be completed in sequence, or they can allow learners to complete topics in any order.
If a learner has finished all the topics in a pathway but their overall status still shows as in progress, this likely means that one or more topics haven’t been marked as completed.
For a pathway to be marked as completed, each topic in the pathway requires a green tick beside it. Any topic without a green tick has not been marked as completed by the system.
In any case, ask the learner to firstly check for any topics in the pathway that do not have a green tick beside them, and to then follow the steps provided earlier to ensure topics are marked as completed.
This will allow the next topic to be unlocked or their overall enrolment in the pathway to be updated to completed.