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Why Isn’t My Lesson, Course, or Pathway Showing Complete?

Lessons or courses stuck at 98 percent are usually caused by browser tools, network filters, or skipped video playback preventing Empath from receiving completion data. This KB explains why progress may not update and provides troubleshooting steps, environment checks, and options for managers to force completion.

Why Isn’t My Lesson, Course, or Pathway Showing Complete?

Sometimes after finishing all lessons in a course or watching a video to the end, your progress may still show as incomplete (often stuck around 98%). This can be frustrating, so here is what’s happening and how to troubleshoot it.

Why This Happens

Empath is a web-based platform that must pass session data from your browser back to our servers. When you watch a video, Empath tracks:

  • How much of the video you watched

  • Whether you watched from start to finish

  • Whether you skipped sections

  • Whether the browser successfully passed completion tokens back to the server

If anything interferes with that process, the platform may register your lesson as almost complete rather than fully complete.

Common Causes

1. Browser tools blocking tracking

Ad blockers, privacy extensions, tracking-cookie blockers, DNS filters, browser hardening tools, or security software can block Empath session tokens.

Fix:
Make sure app.empathmsp.com is whitelisted.
Refer to our KB: Whitelisting Empath in Browsers & Security Tools.

2. Skipping or speeding through video content

If you skip ahead or watch on an accelerated speed, a completion token may fail to fire.

Fix:
Try rewatching the last 10–20 seconds of the video.

3. The platform simply hasn’t updated yet

Sometimes progress takes a few minutes to refresh.

Fix:
Refresh the page after a short wait.

4. You didn’t actually finish the video

If progress is below 90%, you almost certainly missed part of a lesson.

Fix:
Reopen each lesson and confirm the video played fully.

5. Virtual desktops or cloud-hosted machines

If you're on Azure, AWS, GCP, Nerdio, or similar hosted desktops, YouTube may incorrectly flag the session as bot-like and block data transmission.

Signs this is happening:

  • Video playback issues

  • YouTube asks you to log in

  • Player behaves inconsistently

Fix:
Log into YouTube once on that machine, or test Empath on a local (non-virtual) device.

6. Network interference

VPNs, ZTNA tools, SASE appliances, or aggressive packet-filtering systems may interfere with session-layer traffic.

Fix:
Try loading Empath on a device not behind the filtering stack (even a personal computer is fine for testing).

Additional Troubleshooting Steps

  • Load Empath in a clean browser (e.g., Safari, Edge, Firefox, or Chrome without any extensions).

  • Try an incognito/private window.

  • Verify you are not using VPNs or secure browsers that modify traffic.

Manager Override Option

Managers can go into the Members tab, select the user’s lesson or course, and force-complete it. This is appropriate when all work was done but the session token failed to pass.

Still Stuck?

If you’ve tried the steps above and the lesson still refuses to complete:

  1. Capture browser debugging data (see our KB: How to Capture Browser Logs for Support).

  2. Submit a support ticket so our team can investigate.

Thank you, friends! We are always improving Empath’s stability, and your reports help us make the platform better.