Users sporadically unable to submit to interactive video

Submitted by SY3000 on Mon, 07/28/2025 - 02:55
Forums: 
Bugs in content types

We have a Moodle (version 4.5.4 using the integrated h5p release that is up to date) site with a large number of interactive videos and a large number of users. We're occasionally seeing reports where a user is unable to submit - most users have managed to submit normally, and we can't replicate this directly.

When we log in as the user we can see the issue they are seeing. Essentially, it's not treating them as if they have responded to the questions when they get to the submit screen (which also isn't popping on it's own, you need to click the star icon. for these users only.)

We don't have any commonality in devices, it's a range of tablets, macs, androids, and pcs. All users have the same roles and permissions as the users who submit succesfully. We don't have any console errors that we can see (it might be the case that theres a console error on the initial failure that the user sees, but if it is happening here, it's not replicated when we log in as them, we might be loading a state where the error is essentially baked in.)

This looks very similar to this issue that was not quite resolved. https://h5p.test.schulcloud-thueringen.de/node/1082873 - and possible https://h5p.test.schulcloud-thueringen.de/node/251493

I'd also like to establish that due to the nature of the customer I cannot share the h5p here. I can make any tests or gather any extra information you suggest and I'll share it, blanked off where appropriate, here.

Attachments: 
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BV52's picture

BV52

Mon, 07/28/2025 - 18:10

Hi SY3000,

Firstly I don't think this is related to https://h5p.test.schulcloud-thueringen.de/node/251493 as it uses the old trigger for generating grades in IV, ie. finish the video. As for the your concern can you create a sample content that can replicate the issue? The problem with trying to troubleshoot this kind of issue is that it is never reproduceable by others and therefore cannot find the root cause. 

-BV

SY3000

Tue, 07/29/2025 - 17:13

so far, my attempts to replicate haven't paid off - I'll see what I can do on that front - However if it's possible to set up a call, we could share the setup as part of a screenshare - we just can't share the files with you here.

I've added a few more images showing what we see when we log in as the user.

I'll see if I can replicate as a new file, unfortunately we can't even replicate when we try the main activity that is showing the issues so it might be tricky.

Are there any scenarios where we might expect to see this? I'm thinking of cases attempting to test in cases where the user backs out of the activity midway through it, refreshes it midway, or if they sit for hours and something times out (though the site timeout is 8 hours, so this shouldnt be the case), so far I haven't figured out how just yet.

We've also got engineers on hand who can pull detailed site logs or access the DB while we're looking into things, so anything you need I can probably get, 

Attachments: 
Image icon imageoftimeline.png
Image icon imagesofscore.png
Image icon imagesofsummary.png

SY3000

Tue, 07/29/2025 - 17:20

so far, my attempts to replicate haven't paid off - I'll see what I can do on that front - However if it's possible to set up a call, we could share the setup as part of a screenshare - we just can't share the files with you here.

I've added a few more images showing what we see when we log in as the user.

I'll see if I can replicate as a new file, unfortunately we can't even replicate when we try the main activity that is showing the issues so it might be tricky.

Are there any scenarios where we might expect to see this? I'm thinking of cases attempting to test in cases where the user backs out of the activity midway through it, refreshes it midway, or if they sit for hours and something times out (though the site timeout is 8 hours, so this shouldnt be the case), so far I haven't figured out how just yet.

We've also got engineers on hand who can pull detailed site logs or access the DB while we're looking into things, so anything you need I can probably get, 

Attachments: 
Image icon imageoftimeline.png
Image icon imagesofscore.png
Image icon imagesofsummary.png

SY3000

Tue, 07/29/2025 - 17:12

so far, my attempts to replicate haven't paid off - I'll see what I can do on that front - However if it's possible to set up a call, we could share the setup as part of a screenshare - we just can't share the files with you here.

I've added a few more images showing what we see when we log in as the user.

I'll see if I can replicate as a new file, unfortunately we can't even replicate when we try the main activity that is showing the issues so it might be tricky.

Are there any scenarios where we might expect to see this? I'm thinking of cases attempting to test in cases where the user backs out of the activity midway through it, refreshes it midway, or if they sit for hours and something times out (though the site timeout is 8 hours, so this shouldnt be the case), so far I haven't figured out how just yet.

We've also got engineers on hand who can pull detailed site logs or access the DB while we're looking into things, so anything you need I can probably get, 

Attachments: 
Image icon imageoftimeline.png
Image icon imagesofscore.png
Image icon imagesofsummary.png

SY3000

Tue, 07/29/2025 - 17:36

so far, my attempts to replicate haven't paid off - I'll see what I can do on that front - However if it's possible to set up a call, we could share the setup as part of a screenshare - we just can't share the files with you here.

I've added a few more images showing what we see when we log in as the user.

I'll see if I can replicate as a new file, unfortunately we can't even replicate when we try the main activity that is showing the issues so it might be tricky.

Are there any scenarios where we might expect to see this? I'm thinking of cases attempting to test in cases where the user backs out of the activity midway through it, refreshes it midway, or if they sit for hours and something times out (though the site timeout is 8 hours, so this shouldnt be the case), so far I haven't figured out how just yet.

We've also got engineers on hand who can pull detailed site logs or access the DB while we're looking into things, so anything you need I can probably get, 

BV52's picture

BV52

Wed, 07/30/2025 - 02:22

Hi SY3000,

I'm afraid all troubleshooting steps needs to go through the community forums. Besides without being able to reproduce the issue we will not get far.  Reproducing the issue is very critical in trying to find out what could be causing the issue. I think this page will be able to help as well: https://snordian.de/2024/02/17/how-can-i-craft-an-effective-bug-report-f...

-BV

Tom Bowden

Wed, 07/30/2025 - 10:14

Hi BV52,

I am SY's manager and want to escalate this issue. This issue is impacting CNN, a high profile customer of ours and is now impacting an increasingly large. We have not been able to replicate the issue, but the number of users being impacted indicates that that there is an issue and it is not user error. To be clear users are experiencing the following:

  1. Users watch the video in the H5P activity.
  2. When users get to the questions section they answer the questions correctly, receive notification of answering correctly and click continue.
  3. The circle at the bottom indicating completion of the questions does not get filled white.
  4. They watch the remainder of the video and when they get to the final screen it tells them they have not completed any of the questions in the activity.
  5. The activity is not marked in the users completions record.

Logging in as these users we can see that they have answered the questions correctly but this is not being registered. Speaking to senior staff at Moodle HQ we have been informed that they have experienced this previously too. Please can you confirm if this has been reported to you before and if so what remediating actions can be taken.

 

Tom Bowden

Wed, 07/30/2025 - 11:17

Hi BV,

I am SY's manager and would like to escalate this issue. This is impacting CNN,  high profile customer of ours and we really need to get on a call to see if we can troubleshoot this issue. We haven't been able to replicate ourselves, but it is now impacting enough users that we can rule out user error.

To be clear the issue we can see is impacting these users is as follows:

  1. Users watch the video in th H5P activity.
  2. Users answer the questions in the question sections and receive a notice confirming they have answered correctly.
  3. Users click continue to watch the remainder of the video.
  4. The white circle under the question section remains unfilled.
  5. When users get to the end of the video the final screen where the star icon sits tells them they have not answred any of the questions.
  6. Their Moodle completion status is not updated with this activity.

Although we have been unable to replicate, logging in as the impacted users and viewing the activity we can see how the above plays out. 

Please can we have a call to discuss this.

T

otacke's picture

otacke

Thu, 07/31/2025 - 01:33

Hi Tom!

I am not affiliated with H5P Group, yet feel sorry that you seem to have run into some trouble with H5P. But given that you are hosting H5P yourself, may I kindly ask what you expect H5P Group to do?

Best,

Oliver

BV52's picture

BV52

Thu, 07/31/2025 - 23:46

Hi Tom,

I'm afraid I do not take calls and as much as I would like to help you, there are no information that you have provided that gives any clues to what may be causing the issue. Here is what we have so far you are using Moodle 4.5.4 that is either running the H5P plugin or the built in H5P that comes with Moodle. The issue is that users are unable to submit their scores since the button is not appearing in the submit screen eventhough the users already answered the content inside IV. The screenshots that has been provided clearly shows the issue.

It is clear that the setting of IV or the contents within it is correct because other users are able to send their scores. The users are logged in since you can see their answers when checking the content using their account. Moodle's settings that may affect the content seems to be correct as well.

What are missing:

  1. Error message in the browser console (if any)
  2. A clear way of reproducing the issue which may lead to the items below
  3. Sample content that can show the issue consistently
  4. Browser/s affected

Without the information above I can also guess the possible causes:

  1. There is quirky combination of settings between the content within IV and its settings that triggers the issue.
  2. Browser problem
  3. Browser extension that may be interfering with the whole process of sending the score
  4. Moodle plugins
  5. Corrupted content, the libraries of this content is corrupted which may be causing the issue
  6. Other softwares (a long shot but it is possible)

What you can do:

  1. Ask the users affected to use a different browser
  2. Ask the users to use a different device
  3. Create a new content with the exact same settings as the faulty one. This includes all the setting within the contents inside IV and Moodle. Then test if it will exhibit the same symptoms.

Lastly we cannot rule out that this may be a bug in IV but going back to my previous statement without a clear way of reproducing the issue we will not be able to pinpoint what is causing the issue and will not be able to troubleshoot with precision. 

-BV

 

 

SY3000

Fri, 08/01/2025 - 16:51

It's a tricky one, but I don't think it's a browser issue

We've reset users completion on a few activities and then as far as I can tell those users complete without issue, so the same device can both fail then succeed We then later see someone new reporting the same thing on the same h5p. The users we have seen it on are across the gamut of devices, android, windows, using chrome and safari of various versions. There isn't consistency here to suggest its device related.

I'd also be surprised if it's a corruption of the content, Again, everyone is seeing the same thing, so we'd expect that to hit everyone.

I'll see if I can validate or rule out any of your other ideas.




BV52's picture

BV52

Fri, 08/01/2025 - 18:08

Hi SY3000,

Sounds like a plan. I will post here if I think anything else. I still suggest to find a way to consistently reproduce the issue, which could be the key to finding which could be causing the issue.

-BV