E-Learning Content Troubleshooting & FAQ (Vault Training)

Check the items below to see if your e-learning issue has a documented solution. If you are unable to solve your issue, consider contacting Veeva Product Support for more help.

A Learner is unable to complete e-learning content in a Training Assignment

This may indicate an incorrect response data mapping between the e-learning file and the associated Training Completion Criteria. For most courses using the same response data option, such as as Passed/Incomplete or Passed/Failed, this is not an issue. However, if you have some courses that have different reporting options, follow the recommendations below:

• Ensure that you are following the best practice guidelines for authoring e-learning content for use in Vault Training.
• Use the Preview E-learning Content action to test the content, view the response data, and ensure that you have mapped the response data correctly for the e-learning standard:
  • Upload the course in a sandbox Vault, preview it, add it to a Training Requirement, and use Direct Assignment to assign yourself a Training Assignment. Ensure that, as a Learner, the task page displays a green checkmark for the e-learning document after you complete and close the course.
  • Ensure that Training Completion Criteria exist for the course’s e-learning standard, and that the course is detected as the correct e-learning standard.

Vault does not detect the e-learning standard upon uploading the e-learning ZIP file.

There are several reasons this issue can occur, which are detailed in the email that you receive after Vault fails to detect the standard.

• Ensure that the file uploaded is a ZIP file, as Vault will not attempt to evaluate a non-ZIP file as an e-learning content file.
• An AICC ZIP file must have at least 4 files: An AU file, a CRS file, a CST file, and a DES file. Vault will not set the e-learning standard if the file_name value in the AU file contains servername.com.
• A SCORM ZIP file must contain at least imsmanifest.xml.

Some issues can only be resolved by contacting Veeva Product Support, and may include these error messages:

• Could not set the {nameOfAttribute} document attribute.
• Unexpected Error, or an error occurred while processing this file.
• Could not read the {file name} file in the uploaded package.
• The AICC course in the uploaded package may not be formatted correctly.

In addition, there may be issues with the AU file which require you to update it and re-upload before Vault can correctly detect and set the E-Learning Standard field value.

The error email can contain any of the following error messages:

Error	Solution
{path/to/.au file} references an invalid file_name path ({file_name path value}). Update the file_name value and upload document again.	This means that the file_name value references a file path and file name, but Vault was not able to navigate the file path to reach that file name. Ensure the file path value is relative from the course.au file. Update the path and reupload the file.
Header count does not match the number of header values. Expected: {x}; Actual {y}.	Check that there is an equal number of header rows and header values.
{file_name URL value} not found. Update the file_name value and upload document again.	Vault is not able to access the URL in file_name value. In the majority of cases for courses built using Articulate, the URL begins with http://www.servername.com. Remove the URL and only include the HTML file name. See the Articulate documentation.
File name header (file_name) missing in uploaded AU file.	Add file_name header in the appropriate position.
The uploaded AU file is blank.	Ensure the AU files follow AICC standards.
The uploaded AU file contains headers, but no header values.	Add values for each header row.
E-Learning Standard field value was not set because the e_learning_standard__v field is not associated to a Document Type. Associate the field to a Document Type and upload the document again.	Associate the E-Learning Standard field to one (1) or more document types.
The document will not launch properly in Microsoft IE11 or Edge browsers.	Follow the instructions below and re-upload the document.

E-learning content does not play

• For some e-learning content, the browser must have Flash enabled. If the content still does not play after enabling Flash, contact Veeva Product Support.
• Follow the below instructions if the content will not launch properly in Microsoft IE11 or Edge browsers:

In the index_lms.html file of the e-learning course, replace the following:

strContentLocation = "player.html"; //Put the link to the start of the content here.

with

strContentLocation = (/Trident//.test(navigator.userAgent) || /Edge//.test(navigator.userAgent)) ? "../player.html" : "player.html";

Or, if your index_lms.html file uses story.html instead of player.html, then replace the following:

strContentLocation = "story.html";

with

strContentLocation = (/Trident//.test(navigator.userAgent) || /Edge//.test(navigator.userAgent)) ? "../story.html" : "story.html";

Then save and reupload the document.

How can I tell what type of response data the e-learning course is sending?

You can view the content sent by a course using the Preview E-Learning Content action. Use the response data listed to determine which data should map to which behaviors in your training content.

Note that due to the nature of AICC courses, these buttons may not return data until after a quiz or assessment portion of the content, or possibly not at all. To display data via Show Course Data, the AICC course must send data to Vault. SCORM data can be always fetched using Show Course Data because the e-learning content player continuously stores data. However, for AICC courses, the course itself handles storing and sending data to Vault. As Vault can only present data that we have received from the course, this may result in the Show Course Data button showing blank data.

How can I tell which Training Completion Criteria Details to map to which status?

Determining, mapping, and testing course response data to the correct completion criteria is essential to the function of e-learning in Vault Training. You can use the guidelines for each supported e-learning content standard in the Defining Training Completion Criteria for E-Learning Content article as a base, but make sure that you test content in a sandbox Vault to ensure it behaves as expected. Use the Preview E-Learning Content action to see the course response data sent from the e-learning content.

What if I need to update Training Completion Criteria for an issued Training Assignment?

Remove the e-learning document in the Training Content Set on the Training Requirement, add it back, and then update the document’s Training Completion Criteria.

Training Content Status Details records are not updated when a Learner is playing a course

This may indicate an incorrect response data mapping between the e-learning file and the associated Training Completion Criteria. Use the Preview E-learning Content action to test the content and view the response data, and ensure that you have mapped the response data correctly for the chosen e-learning standard.

How do I configure when a course sends response data?

Your e-learning authoring tool should contain settings for the type of response data you wish to include in your e-learning course. This can include course viewing duration, quiz scores, page or slide view counts, and others.