Please see the email trail below. Can you help me?



Here is the screen shot that they attached … I don’t believe you will be able to open it from the attachment he originally provided ….


JM

From: JM
Sent: Thursday, October 17, 2013 1:58 PM
To: Marsha Dunsmoor
Subject: FW: Ticket #16040-110761 Solution Suggested

Please see Halogen’s response below. This appears to be an issue with the course itself and you will need to see if you can get help from Course Lab support, if possible. Since it does not appear to be a “Halogen” software issue, I regret that we are not able to provide assistance, as CourseLab is not an application/software that we support or have support documentation about.

JM

From: JM
Sent: Thursday, October 17, 2013 12:13 PM
To: 'support@halogensoftware.com'
Subject: RE: Ticket #16040-110761 Solution Suggested

Thanks for testing this and providing us with this information. It will be very helpful for our user to know that it is an issue with Course Lab, not Halogen.

JM

From: Halogen Software - Customer Support [mailto:support@halogensoftware.com]
Sent: Thursday, October 17, 2013 11:54 AM
To: JM
Subject: Ticket #16040-110761 Solution Suggested


Hello ,
New Note:
Thank you for using our Customer Portal to submit your ticket. We're pleased to let you know that a solution has been suggested to resolve the issue you’ve encountered. Please review the solution below and let us know if we may be of any further assistance regarding this issue.
Hello Jill,
I tested your courses in the the SCORM Cloud- a third party learning engine, and this is the error I am getting, please the attached screen shot.
This tells me that there is definitely an issue with course content.
Please call us at 1-866-270-8412 if you have any questions.
Regards,
Sergey

110761.jpg, 110761_1.jpg
On-Demand - Auto Upgrade Program: The free solution to staying on the latest and greatest version of Halogen. Ask our support team for details.
Ticket Information:
Ticket #: 16040-110761
Title: Errors when running an on-line course
Date Created: 10/16/2013 04:27 PM EDT
Date Updated: 10/17/2013 12:53 PM EDT
Status: Solution Suggested
To update or check the status of this Ticket:
1. Go to: https://support.halogensoftware.com/link/portal/16040/16043/Ticket/110761
2. Log in, and you will be automatically taken to the Ticket page.

If you have general questions, please direct them to support@halogensoftware.com.

Not sure if anyone has seen this or can help me??? I have 38 modules to get into our LMS. If you need further info or a copy of the error; please let me know. THANK YOU!!

18.10.2013 19:01 Dunsmoor Marsha wrote:
Please see the email trail below. Can you help me?Here is the screen shot that they attached … I don’t believe you will be able to open it from the attachment he originally provided …. JMFrom: JM Sent: Thursday, October 17, 2013 1:58 PMTo: Marsha DunsmoorSubject: FW: Ticket #16040-110761 Solution SuggestedPlease see Halogen’s response below. This appears to be an issue with the course itself and you will need to see if you can get help from Course Lab support, if possible. Since it does not appear to be a “Halogen” software issue, I regret that we are not able to provide assistance, as CourseLab is not an application/software that we support or have support documentation about. JMFrom: JM Sent: Thursday, October 17, 2013 12:13 PMTo: 'support@halogensoftware.com'Subject: RE: Ticket #16040-110761 Solution SuggestedThanks for testing this and providing us with this information. It will be very helpful for our user to know that it is an issue with Course Lab, not Halogen. JMFrom: Halogen Software - Customer Support [mailto:support@halogensoftware.com] Sent: Thursday, October 17, 2013 11:54 AMTo: JMSubject: Ticket #16040-110761 Solution Suggested Hello ,New Note:Thank you for using our Customer Portal to submit your ticket. We're pleased to let you know that a solution has been suggested to resolve the issue you’ve encountered. Please review the solution below and let us know if we may be of any further assistance regarding this issue.Hello Jill,I tested your courses in the the SCORM Cloud- a third party learning engine, and this is the error I am getting, please the attached screen shot.This tells me that there is definitely an issue with course content.Please call us at 1-866-270-8412 if you have any questions.Regards,Sergey110761.jpg, 110761_1.jpgOn-Demand - Auto Upgrade Program: The free solution to staying on the latest and greatest version of Halogen. Ask our support team for details. Ticket Information:Ticket #: 16040-110761Title: Errors when running an on-line courseDate Created: 10/16/2013 04:27 PM EDTDate Updated: 10/17/2013 12:53 PM EDTStatus: Solution SuggestedTo update or check the status of this Ticket:1. Go to: https://support.halogensoftware.com/link/portal/16040/16043/Ticket/1107612. Log in, and you will be automatically taken to the Ticket page.If you have general questions, please direct them to support@halogensoftware.com.

Any change of getting to see what the error is?
Is there a text description of it anywhere or could you post the pictute somewhere more publicy available??

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They are being incredibly helpful aren't they!! I assume that you are paying for this product and for support so to expect them to say that it fails because XYZ is not correct wouldn't be unrealistic given that they are labelling themselves as the 'experts' and have given themselves such a good 'customer satisfaction' rating. (Oh sorry that was just a 'leader' based on preliminary results from 2010, no mention of it since then which may or may not be significant)

The web site is also less than helpful in detailing what is supported other than mentioning SCORM and AICC but not actually stating conformance to any of them. Overall it's very short on anything really substantial on information, big on sales pitches though.