SCORM playback and tracking problems

Work through the section that matches your symptom.

Import fails in Studio

The validation report names the exact problem. The most common:

Error	Fix
Missing imsmanifest.xml — this is not a valid SCORM 1.2/2004 package.	You zipped the wrong folder or exported a plain web package. Export from your authoring tool as *SCORM 1.2* or *SCORM 2004*; if you re-zip by hand, imsmanifest.xml must sit at the top of the archive (one wrapper folder is tolerated, two are not).
Package exceeds 200 MB limit.	Reduce video quality in your authoring tool's export settings, or split the course into smaller packages.
File is not a ZIP archive.	The upload is not really a zip (a renamed folder, or a corrupted download). Re-export.
Launch file not found in zip: {path}	The manifest references a file the archive does not contain — re-export the complete package.
Manifest has no <resources> — nothing to launch.	The manifest is malformed — re-export from the authoring tool rather than editing XML by hand.
Uploaded file not found in storage. Re-select the zip and try again.	The upload was interrupted (network drop). Choose the file again.
Media storage is not configured — cannot import a real SCORM zip on this environment.	Storage is not set up on this workspace/environment — contact support@mentorhq.com.

Full import documentation: Import a SCORM package.

The package won't launch for learners

• The frame is blank or spins forever. Refresh the page once — launch sessions expire after four hours, and a refresh mints a new one. If it stays blank, the package may rely on a popup: check the browser's popup blocker for the site.
• "Could not load SCORM package." — the learner may be in the wrong workspace, or the lesson was edited after import. Confirm the workspace and re-open from Learn. If it persists, re-import the package in Studio.
• "SCORM package (zip only)" with a Download button — this package was imported before in-browser playback existed. Re-import the same zip in Studio → Courses; the new import extracts the package so it plays inline.
• Mixed-content or security errors in older packages that hard-code http:// assets — re-export from the authoring tool with relative/secure asset paths.

Progress or completion not recording

• Check the SCORM runtime status bar at the bottom of the player frame. *running* means the package connected; *saved (commit)* appears each time it saves; *completed* means Mentor recorded completion. If the bar never leaves *initializing…*, the package did not call the SCORM API — confirm the export was SCORM (not "Web" output).
• The package finishes but the lesson stays open. Some packages only report completion on their final slide or after passing their internal quiz — check the package's own completion criteria in your authoring tool (for example Rise's "Track using course completion: % viewed"). Mentor completes the lesson when the package reports *completed* or *passed*.
• Score missing. Only packages that report a score have one — set the export's tracking to quiz results if you need scores.
• Progress lost between sessions. Resume data saves on every commit and when the tab closes. If a learner force-quits the browser mid-slide, anything after the last commit is lost — this is standard SCORM behavior.
• As a last resort, the learner can use Mark complete manually below the player, if your policy allows manual completion.

Still stuck?

Email support@mentorhq.com with the course name, the authoring tool and SCORM version you exported, and the exact error text or runtime status you see.