What if an import or AI generation fails?
Protected or unreadable PDF, rejected file, generation error or interrupted tracking: the editor's messages, their cause and how to try again.
In FAQ and troubleshooting
- Which file formats are accepted?
- What are the system requirements for Complement?
- Why can't a learner see a course?
- Why can't you edit a course?
- Why is a course's publication refused?
- What if an import or AI generation fails?
- What if the microphone or sound doesn't work?
- What if you can't sign in?
- What does the "Access suspended" message mean?
When an import or a generation does not succeed, the editor shows a message. Find it below with its solution.
The file is rejected as soon as you add it#
The app reminds you of the accepted formats, or says "The file is too heavy". Save the file in an accepted format or make it smaller: see Which file formats are accepted?. For a PDF that is too long, import it in several page ranges.
A PDF import fails#
| Message | What to do |
|---|---|
| "This PDF is password protected. Remove the protection before importing it." | Save a copy without a password, then import it. |
| "This PDF cannot be read. Check the file and try again." | Check that it opens on your computer, or export it to PDF again. |
| "This page range is invalid" | Correct From page and to page. |
| "A PDF import is already running for this course." | Wait for the current import to finish. |
| "Your editing session is no longer active. Reload the page before trying again." | Reload the page, then start the import again. |
| "The PDF import failed unexpectedly.", followed by a reference | Start the import again. If it keeps failing, send the reference to support. |
If the message mentions the network or the PDF upload, check your connection, then start the import again.
AI generation does not start#
The Generate button stays greyed out until the instructions and the Module language are filled in. With the I’m adding resources to help the AI build the module option, also tick at least one document and wait for the files to finish uploading. If the size counter shows that the limit is exceeded, untick some documents.
- "One or more resources could not be added.": check the file's format and size, then add it again.
- "The available resources could not be loaded.": click Retry.
The Generate with AI button only appears in an empty course or an empty chapter. If it does not appear anywhere, AI generation is turned off for your platform: contact your Complement account manager.
Generation stops with an error#
"Module generation failed.": start the generation again with Generate with AI, making the instructions more precise or changing documents. You can also import your files as slides.
A more specific message appears when a SCORM module or a spreadsheet causes a problem, for example:
- "Unsupported SCORM version. Use a SCORM 1.2 or 2004 export."
- "SCORM import failed: the ZIP is invalid or its manifest is incomplete.": export the module again from your authoring tool.
- "The Excel or CSV file is unreadable, corrupt, or protected. Save it again as XLSX, XLS, or UTF-8 CSV and try again."
If the message reports empty or oversized content, correct the file, then start the generation again.
Generation tracking is interrupted#
"Generation tracking was interrupted. Retry it to recover the current status.": click Retry to get the progress back. If a Retry button appears under the progress at the end of the generation, click it to load the generated course.
For a slide visual, "The slide edit failed." means that the regeneration failed: start it again from Edit visual.
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