What to check when a Learning Track is stuck at Incomplete even though every lesson inside shows as done — in roughly the order that catches the most cases.
Track status mismatches usually come from one of four causes: a lesson didn't actually register as complete on the learner's side, the Track was edited while learners were partway through, a SCORM file reported "done" without firing its completion signal, or a network/browser issue interrupted reporting. Walk through these in order — most cases resolve at step 1 or 2.
1. Verify Every Lesson Is Really Complete on the Learner's Side
Open the Track from the learner's account (not just the admin view) and confirm every individual lesson shows a green check mark next to it. The admin view and the learner view can briefly disagree, and the learner view is the source of truth for what triggered completion.
Next, a manager or admin can download the Learning Track digest from the Track's analytics page. The digest lists every piece of content and its completion status. If something shows incomplete on the digest but has a checkmark on the learner's page, capture screenshots and send them along to Support — that's a real discrepancy worth escalating.
2. Check Whether the Track Was Updated While Learners Were Mid-Track
Adding or removing content in a Track while learners are partway through almost always disrupts completion status — Continu can't retroactively decide whether the newly-added content counts toward the learner's existing progress. The safer pattern, and the official recommendation: don't update a Track while learners are in it. If updates are necessary, duplicate the Track, make changes to the duplicate, and assign the new Content to mid-Track learners ad hoc.
Ask the program owner or learning team whether the Track was edited between assignment and now. This single question resolves a large share of completion-mismatch tickets.
3. Check SCORM Completion Behavior
SCORM files have two states that aren't the same: "done" (the learner reached the end of the content) and "complete" (the SCORM package fired its completion signal back to Continu). A learner can finish viewing a SCORM file without it ever marking complete.
Some SCORM packages mark complete after a quiz, others after a specific button (Done, X, Finish, etc.), and the exact action varies by author. Reach out to the SCORM developer to confirm what triggers completion. A common mistake: pressing Continu's Next button to leave a SCORM piece can skip the SCORM's own completion action, leaving it reported as done-but-not-complete.
4. Rule Out Network and Browser Interference
VPNs can interrupt completion reporting — the lesson finishes, but the completion event never reaches Continu's servers. If a learner is on a VPN, have them re-attempt the affected lesson outside the VPN.
Browser extensions can also block the reporting calls. Try the lesson in a different browser, or with extensions disabled, to isolate the cause. IT may need to allowlist Continu's domains in restrictive corporate environments.
If None of the Above Resolves It
Contact Support with the following details — having all of these in the initial ticket cuts resolution time significantly:
The specific lesson(s) not showing as complete. Names, not just "the Track." Pinpoints whether it's one piece of content or a pattern.
Screenshots from the learner's view showing the lessons marked complete. The learner view, not the admin view.
Whether other learners completed this Track without issue. One learner is usually environmental; many learners suggests a content or Track-level issue.
SCORM completion criteria, if any SCORM files are in the Track. From the SCORM author or vendor.
Browser and VPN status for the affected learner.
Where This Fits
You're here because a learner finished everything inside a Track but the Track still shows Incomplete. The Track-level reporting view that surfaces this lives in Learning Track Status Report. For the underlying behavior — what edits to a Track do to learners in progress — see Add a Learning Track (Configuration Pitfalls).
See Also
- Tracks and Journeys: Designing Learning Paths — the strategic anchor.
- Add a Learning Track — building and editing Tracks, including the in-progress edit gotcha.
- Learning Track Status Report — the Track-level progress view.
- Downloading Content-level Learning Track Analytics — per-content engagement detail.
Verify on the learner's side first, then check whether the Track was edited mid-progress, then check SCORM completion behavior, then rule out network/browser interference.