LMS API Error

[Dhruv]

Just wondering if any one runs into the LMS API errors and  steps are applied to avoid them? We ask users to clear their browsing history but have not been able to get to the root of it just yet.

[may_thang]

We are getting this error as well with content that we placed on the icontent. We ask users to log in again and try launching and the issue goes away but we have yet to determine the root cause either.

[Dhruv]

Same issue for us to. Can determine the root and it happens sporadically. Any one else experiencing the issue?

[PKetnouvong]

This is related to a Java issue.  Please contact your IT department to install the correct version of Java so it communicates correctly.

In most cases, if you have other applications using Java, you will get this message.  You need to have one application that uses Java up at one time.

[may_thang]

The issue resolves itself when I ask the user to close all browser windows then open and launch again which leads me to believe your second note if another app is using Java, this error also appears. How were you able to determine this as the root problem? How do resolve this issue? It's frustrating for users and myself to get cases with this error and want to find a more permanently solution. Thanks!

[MaryKatherineJ]

I know the LMS API error used to be related to Java back when SuccessFactors LMS required Java for SCORM communication. However, several years back they changed the system so that SCORM communication happens through JavaScript, instead of Java. If we are using JavaScript for SCORM, do you think this issue is still related to Java? Often our affected users will report the issue today, but when they try again tomorrow, the content opens without issue.

[may_thang]

I reached out to a content developer with SF and he indicated that this shouldn't be the issue as Java isn't used for SCORM communication. When I reviewed the error log, I noticed the following with an API security error but since this is on the icontent server, I don't think this is related to our internal security block:

38:Mon May 04 2020 11:29:23 GMT-0700 (Pacific Daylight Time) - Error grabbing 1.2 API-SecurityError:Blocked a frame with origin "https://intusurg.plateau.com" from accessing a cross-origin frame.

[Brabham_Marla]

We get that error a lot as well. It seems to happen when we use Internet Explorer so we validated Chrome and when a learner has that issue, I get them to log into the LMS with Chrome and the learner does not get that error. We are in the process of validated Edge along with Chrome due to the issues that we are having with IE. I know that IE is having some SCORM Compatibility Issues with IE11, below is a link that gives more information about the issues IE is having with SCORM

www.informetica.com

I hope this helps.

Marla Brabham

[MaryKatherineJ]

@Brabham Marla , I am very interested in the information from the link you posted, but the link just takes me to that company's home page.  Is there an article within their site that you were trying to reference?  I am interested in reading more about this issue.

Thank you,
Mary Katherine Johnson

[Brabham_Marla]

Mary,

Sorry about that, I have attached a document with the link, please let me know if that works.

Marla

[PKetnouvong]

It's a Java issue. I send this to my users.
-------------
Can you try this one thing before submitting a Service Now ticket? We need you to help confirm that the course will not load even after (1.) a fresh restart and (2.) no other sites/apps are using Java (such as Veeva).

1. Restart PC
2. Close out of all IE browsers
3. Open up eLM only and try the course.

If the issue persist, please submit a ticket. Copy and paste the info into the ticket. This should expedite the process a bit.
------------
Dear Service Now,

I have troubleshooted with our eLM Global Administrator.

I tried the following:
1. Restart PC
2. Close out of all IE browsers
3. Open up eLM only and try the course.

The issue still persists.

Please reinstall the standard version of Java on my machine so I can complete any CBT courses in eLM.
---------------------

[may_thang]

The workaround we have provided to users is close all browser windows then open LMS and try the course again which works but user experience is not so great. This has become a pain as we have so many users and hence we are trying to look for a permanent solution. I haven't noticed that this was isolated to IE though. I will need to keep tabs to see but I feel that it appeared for our Chrome users as well. We've tried submitting a case to product support but we don't know the root cause hence have not been able to replicate it for SF to troubleshoot. Has anyone been able to replicate the issue consistently?

[may_thang]

I was troubleshooting with Product Support and they indicated a possible issue may be because we uploaded to the iContent via our STAGE environment.  Since we only had 1 iContent server and they need to upload to STAGE for testing, our content developers do not need to upload the same training module again in our PROD environment.  Does your company upload it twice, once through STAGE and than to PROD? 

Thanks,

May