If a course you access through a curriculum opens content that doesn't match what you selected, this article explains why that happens and what to do about it.
Symptoms
- You select a course from within a curriculum, but a different, unrelated course or piece of content opens instead.
- This typically happens with courses delivered through an external content package (for example, a SCORM package provided by a third-party training vendor) rather than content built directly in Schoox.
- The mismatch may affect more than one course within the same curriculum, and can be limited to a single learner's account.
Cause
When you launch an external content package, Schoox sends the correct course code to the content provider for the course you selected. In some cases, after the provider's own sign-in process completes, it opens a different, pre-existing enrollment belonging to the same learner instead of the one matching the course code that was sent.
This is a limitation on the external content provider's side, not a Schoox platform defect — Schoox's role in this flow is limited to launching the package and sending the correct course code. Because this depends on how the provider's own system resolves the learner's account, it may not be reproducible for every learner, even within the same curriculum.
An important related effect: if the mismatched content reports back as 100% complete, the affected course step may show as complete in Schoox even though the learner did not actually complete the intended course content.
Solution
1. Confirm the Course Code and Launch Details
Note the specific course(s) affected, the content that opened instead, and the approximate date and time of the launch attempt. Having these details ready will help your content provider's support team investigate.
2. Open a Case with Your Content Provider
Since this behavior originates after Schoox hands off the launch to the external provider, the content provider's support team is best positioned to confirm which of the learner's enrollment records the launch resolved to, and whether a correction or account adjustment is needed on their side.
3. Review the Recorded Completion, if Needed
If the mismatched content reported back as complete, you may need to have that step's completion reviewed once your content provider confirms the cause. Contact the Schoox Support Team for help reviewing or adjusting a step's recorded completion in this situation.