Solutions for the most common problems with publishing, embedding, LMS tracking, Classes and media. Find your problem below. If it doesn't help, contact BranchTrack support.
1. The simulation doesn't open (blank screen or "Forbidden")
The simulation is private or archived. Learners see a "Forbidden" page: "Looks like you do not have a permission to view this page." Publish it again (Publish → Live Link → Publish simulation), or re-activate it if it is archived. See Publishing and Unpublishing a Simulation.
The wrong link is used. The short address
https://app.branchtrack.com/p/…is the direct link, for opening the simulation in a browser. To embed it in a web page, LMS or authoring tool, use the embed code (its address contains/projects/…/embed). Both are on the Live Link tab.The link has changed. Older simulations can have a short link, for example
https://app.branchtrack.com/p/ab12cd. If such a simulation was made private and then published again, it gets a new, longer link. The old link and all embeds with the old code stop working.Check that you use the current link. Open the simulation's Publish window → Live Link and compare the direct link or embed code with the one in your page, LMS or course. If they differ, copy the current one and replace it everywhere you shared or embedded the simulation.
The browser or LMS blocks embedded content. Some browsers block cookies inside embedded frames, and some LMSs block content from other websites. Ask your LMS administrator to allow content from
*.branchtrack.com.
2. The LMS shows the wrong status or no score (SCORM)
Wrong SCORM 1.2 version. This is the most common reason. SCORM 1.2 is exported in two versions: completed/incomplete and passed/failed. Export the one your LMS expects. BranchTrack never sends "failed" based on the score.
Wrong SCORM version. Check whether your LMS expects SCORM 1.2 or SCORM 2004. BranchTrack exports SCORM 2004 as 3rd Edition only.
The simulation never ends. A simulation ends at a scene with no choices or at a choice that leads nowhere. If every path loops back to an earlier scene, the simulation never ends and no completion is sent.
The learner closed the window too early. If the learner closes the window before the last scene, the LMS never gets the completion.
See Publishing and exporting a simulation.
3. A learner can't join a Class
First check the Class privacy (in the Class Settings) — each type fails differently:
Public on the web — the learner needs the right Class link from the Class dashboard, and must sign in or register.
Passcode protected — learners who join through the Class link also need the Passcode, shown on the Class dashboard. Invited learners don't need it.
Invite only — only invited learners can join. An invitation link works for 7 days. If it has expired, click Reminder to send a fresh one.
See How does the learner see it?
4. Audio or video doesn't play or doesn't upload
Autoplay: browsers don't play sound automatically until the learner clicks something. That's why a simulation with video or voice-over first asks the learner whether to play media automatically.
Video files: MP4, up to 100 MB. See Adding Video to Scenes.
Voice-over files: MP3, up to 10 MB. See Voiceover.
Account limits: uploads stop when your account reaches its limit for video, voice-over or attachments. If you reach the limit, contact BranchTrack support.
5. Learners don't see my changes
Direct links and embeds update right away. A learner in the middle of the simulation sees the changes after reloading the page.
Exported packages (SCORM, xAPI, HTML5, Lectora) don't update. Export the simulation again and replace the package in your LMS.