KnowBe4's Uploaded Content feature allows you to upload custom training content (in SCORM or video format) so your users can complete it using KnowBe4's learner experience. The below article will assist with issues that may occur when uploading custom content to your KnowBe4 console.
If you are unable to fix the issue using the below information, we recommend you reach out to your e-learning authoring/publishing software's support team to identify what may be causing your particular issue.
Uploaded Content Requirements
Does your content meet the requirements listed on our main instructional guide? You'll want to be able to answer "yes" to all of the below questions to make sure your content is compatible:
- Is the file SCORM 2004 2nd, 3rd, or 4th Edition?
- Is the file 1 GB or less?
- Does the content track completion with a Complete/Incomplete or Passed/Failed functionality?
- Are you uploading a .mp4 file?
- Did you optimize your video for web streaming?
- Is the file 500 MB or less?
After uploading SCORM content to your KnowBe4 console, that content is automatically verified to ensure it meets the initial compatibility requirements of KnowBe4's learner experience.
If uploading videos, those videos will be packaged into compatible SCORM files during the automated verification. The video to SCORM conversion process could take over an hour.
During the automated verification, your file will be scanned for viruses. If viruses are found, you will be unable to proceed with that file. If this issue occurs, please run your file through an anti-virus scanner and/or republish your file using your authoring tool.
Once the automated verification completes successfully, you'll start your manual review.
Manually reviewing your content will ensure that your users will be able to view it successfully. Once each item is verified, click the checkbox to the right of that item to record that your content is working as expected.
Below are the main points that must be checked during your manual review process. You must click Launch File to begin:
- Launch the file. Does the file start successfully?
- This check is to make sure your users will be able to launch and start your uploaded content in the learner experience.
- Continue reviewing the file. Is the time you’ve spent viewing the file indicated accurately?
- This check is to make sure that the time your users spend taking training will be accurately recorded and reported.
- Finish reviewing the file and close the window. Does your status show as Complete?
- This check is to make sure that your users will be able to complete your uploaded training content using the KnowBe4 learner experience.
If you're able to complete all of the required steps in the manual review process, click Approve File.
If you're unable to complete all of the steps, you'll need to review your publishing and completion tracking settings, as well as the size of your file, and attempt to correct the issue.
If you've republished or resized your file and your content is still not working, we recommend reaching out to your e-learning/authoring publishing software company for assistance.
My Video isn't Displaying as Expected
If your video is not working as expected, it could be because it wasn't optimized for web streaming. You can optimize the video by clicking the Optimize Video button from the Manually review File section. For more information, please see this question in our Frequently Asked Questions section of our Uploading Custom Content to Your KnowBe4 Platform article.
I Can Launch My File, but Can't Click the Manual Review Checkboxes
If you cannot click one or more of the checkboxes as part of your manual review process, this means your content did not pass our automated verification process. You'll need to review the publishing and completion settings, as well as the size of your file, and attempt to correct the issue. Delete your language file and try again with an updated file.
User Issues With Uploaded Training
As a best practice, once your content is uploaded and published, you should enroll yourself in a training campaign to review the uploaded content within the KnowBe4 learner experience. When testing your content in this manner, you should also use a browser and operating system that the majority of your users will use. This allows you to mimic the conditions they will experience.
If you experience issues when testing the training in the learner experience, the potential causes could include, but are not limited to:
- Browser extensions or applications
- To test if this is the cause of your issue, we recommend attempting to test the training in a private window (Example: Incognito in Google Chrome, InPrivate Browsing in Internet Explorer) with all of your extensions turned off. You can then introduce them one by one until you determine which extension is causing the issue.
- Browser compatibility and settings
- We recommend using the latest version of a popular browser. Review our browser compatibility article here.
Still need assistance? We recommend reaching out to your e-learning/authoring publishing software company for assistance. Below are links to various knowledge bases for some of these companies:
- Adobe Captivate
- Articulate 360
- Articulate Storyline
- iSpring Suite
- Gomo Learning
- Shift eLearning
- TechSmith Camtasia
- Trivantis Lectora Inspira