Progress shows 0 but course is passed and certificate should be issued

Site Operators Tutor Help
1

Hi. We are having a weird problem, again.

We have multiple courses that issue a course certificate upon achieving 80% correct on final exam. This has not been a problem before, and we have not updated anything in the course or on the server. On Friday, all of a sudden, multiple students reported that even though they had passed the exam, the Progress page showed “0% on Your Currant Grade”. When we check the Submission history (admin and staff see these) we can confirm that the student has passed with e.g 37/40 – 37 correct out of 40 possible where 80% is 32 correct. But for a handful of students only - they don’t get a pass and thus are NOT issued a certificate.

We have looked at how they have registered and found nothing wrong. We have checked grading in Studio and found nothing wrong. The course is running as a Honor Course, but self-paced, so we have activated course mode honor in django-admin.We can’t find anything wrong. Even weirder some students don’t have a problem. As of now 15 out of 250 newly registered students are facing this problem.

At the moment, as we have no clue about what is going on, we are checking them manually and then adding them to the Certificate Exception List in the Instructor panel in the course.

Also. It is not a problem in just one course, but multiple courses.
Does anyone have any idea what it could be? We have been through everything in django admin, studio settings, and nothing sticks out.

Hope someone has seen this behavior and know what to do.

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2

It’s complicated to troubleshoot without a deeper investigation. Grading calculation is done in the background by the lms-worker pods, and communication is done by Celery via Redis. Check that your Redis is healthy, there are no Celery errors in the LMS logs, and that the workers are up and running without errors in their logs. I would start from there.

Hope it helps.

3

Thank you Andres. We will go deeper, and check the logs regarding Celery and Redis. We have done a Relaunch of Tutor, would that affect any of your suggestions?

4

If restarting fixes the issue, keep in mind that it might happen again if you don’t find out the root cause. Monitor your resources, sometimes services crash silently because they run out of memory or disk space.