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how can I unlock these people?

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There is a training initiative whose content is Scorm, with more than 2000 people enrolled and many completed.

However 2 of the people in progress are stuck, the screen is thinking and does not move forward.

It was suggested to put the auto commit not in the content and so I did, but it didn't work, how can I unlock these people?

When trying to carry out the offer, it stops at the same point, does not let it go forward.

Even resetting the employee to start from scratch, he starts from the same point where he is stuck.

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