Learning assessment is completed automatically

Learner skipped the pre-assessment for the EEO course. First, the learner accessed the video of the training then went back to the pre-assessment and it showed as if he had completed it. It shows as a re-try. He did not complete the video training. He only started it. Unfortunately, it resulted in an error making the pre-assessment complete. It also marked some answers when he did not select any. How can we fix this as well as ensure this is not an ongoing issue?