Why is a mission or learning program still incomplete after the user finished the content?
Verify enrollment, every required component, completion order, scores, statuses, and synchronisation time before changing progress or contacting Support.
Follow this troubleshooting flow
Confirm the user, mission or learning program, and the exact content they report as completed.
Check that the user is enrolled in the intended mission, program, or curriculum.
Review every required component, not only the item the user last opened or completed.
Check the status of each component and identify any item that is not started, in progress, failed, awaiting evaluation, or otherwise incomplete.
Confirm whether sequential completion or another order rule prevents later content from completing the program.
Review any required score, quiz attempt, acknowledgement, evaluation, or other configured completion condition.
Check when the final action occurred and allow the normal status synchronisation to finish before comparing the records again.
Refresh the enrollment and compare it with one user who completed the same configuration successfully.
Why can one completed item be insufficient?
A mission or learning program can contain several required components. Completing a course, video, quiz, or other individual item does not necessarily complete the whole enrollment. The overall status changes only when the configured required components and completion conditions are satisfied.
What should I check in the statuses?
Not Started: the required component has not recorded progress for the user.
In Progress: the user started the component but has not met every completion condition.
Failed: the configured success condition was not met and another action or attempt may be required.
Completed: that component is complete; continue checking the remaining required items and the overall enrollment.
What can an administrator do safely?
Confirm the enrollment and tell the user which required component or action remains. Do not reset progress, mark an item as complete manually, remove and re-enroll the user, or change the program structure as a workaround unless the organisation has explicitly authorised that action and its impact is understood.
When should I contact Support?
Contact Support when the correct user is enrolled, every required component meets its completion conditions, and the overall status remains incomplete after the expected synchronisation time. Include the user identifier, mission or program, enrollment status, component statuses, completion times, required score or order, and the last action performed.
Continue troubleshooting
Progress and Completion in Training Programs: understand enrollment statuses and program progress.
Progress and Completion in Curricula: review curriculum items, order, progress, and completion.
Learning Journeys (Missions): understand how missions combine learning content into a journey.