Troubleshooting - SCORM Package Not Working or Opening

Some Moodle courses use SCORM packages (interactive learning modules). If a SCORM activity doesn’t open or load properly, it’s often caused by browser settings or a connection issue.

Step 1: Check That Pop-Ups Are Allowed

SCORM packages usually open in a new window or tab. If your browser is blocking pop-ups, the activity may appear unresponsive. To enable pop-ups:

• Google Chrome:
  1. Select the padlock icon next to the site address.
  2. Choose Site settings > Pop-ups and redirects > set to Allow.
• Mozilla Firefox:
  1. Select the shield or padlock icon in the address bar.
  2. Select Permissions and tick Allow pop-ups for this site.
• Microsoft Edge:
  1. Select the padlock icon > Permissions for this site.
  2. Under Pop-ups and redirects, choose Allow.
• Safari (macOS/iOS):
  1. Go to Preferences > Websites > Pop-up Windows.
  2. Select the Moodle site and choose Allow.

Tip: Once allowed, refresh the Moodle page and try launching the SCORM activity again.

Step 2: Clear Browser Cache and Cookies

Old or conflicting data can stop SCORM files from loading. Follow the steps in Troubleshooting - Clearing Cache or Cookies to clear your browser cache, then reopen the course and retry the activity.

Step 3: Try a Different Browser or Device

If the issue persists:

• Switch to another supported browser (Chrome, Firefox, Edge, Safari).
• Try using an incognito/private window to rule out browser extensions or add-ons blocking content.
• If available, test on another device to check whether the issue is local or site-related.

Step 4: Check Internet Connection and Pop-Up Blockers

A slow or unstable connection can interrupt the SCORM file download. If you’re using a company or school network, ask your IT team whether any security filters or firewalls might block SCORM content or new browser windows.

Step 5: Report the Issue to Support

If the SCORM still fails to load after these checks, follow the steps in Contacting Technical Support or Raising a Ticket to raise a support ticket.

Note: Some SCORM activities rely on third-party content or file links - if the source has been updated or removed, the module may need to be re-uploaded by your site administrator.