Troubleshooting – Quiz Dialog Does Not Load or Quiz Results Cannot Be Verified

Process description

This article explains how to troubleshoot issues where quizzes fail to load, achievements are not updated, or quiz results cannot be verified in SharePointsapiens Employee Training Management app, even when the latest app version is installed.
These issues are typically caused by permission gaps, Instructor‑Led (IL) training restrictions, Migration Mode, or quiz configuration settings.

Prerequisites

• Latest app version installed: Release Notes

• Access to:

  • Achievement list

  • Quiz Results list

  • App database configuration (for IL training flags)

• Permission to review SharePoint list permissions and quiz settings

Common signs and symptoms

You may be experiencing this issue if one or more of the following apply:

• Quiz dialog does not load

• Achievements are not updated after completing a quiz

• Quiz results show “Result cannot be verified”

• Users cannot complete Instructor‑Led (IL) course quizzes

• Quiz answers cannot be retrieved before the quiz starts

Basic troubleshooting checklist

Verify the following items before proceeding with advanced troubleshooting:

• Users have Contribute permissions on the Achievement list

• Users have Contribute permissions on the Quiz Results list

• Migration Mode is disabled (check in the app settings)

• Latest SharePoint Sapiens app version is installed: Release Notes

• Quiz is not configured with a time restriction that blocks answer retrieval (in MS Forms)

• Quiz allows more than one response if multiple attempts are expected (in MS Forms)

• User UPN and Email values match
  (or app version ≥ 3.3.30.0 is installed, where this issue is resolved)

Diagnostic tools and resources

• SharePoint list permissions:

  • Achievement list

  • Quiz Results list

• Quiz configuration:

  • Time restrictions

  • Response limits

Advanced troubleshooting steps

Step 1: Verify Achievement list permissions

Users must have Contribute permissions on the Achievement list.

Why this matters:
If users cannot write to the Achievement list, the quiz dialog may fail to load or achievements will not be recorded.

Step 2: Validate Instructor‑Led training configuration

If the quiz is configured for an Instructor-led training, please reach out to our support for further assistance.

Step 3: Check Migration Mode

If Migration Mode is enabled, quiz results may not be verified. Open the app settings to verify if the Migration Mode is enabled. To access the app settings, open site contents, click on the list Scheduled Training Events and click on Sapiens App Settings in the command bar.

• Disable Migration Mode once migration activities are complete

• Re-test quiz behavior after disabling

Step 4: Verify Quiz Results list permissions

Users must have Contribute access to the Quiz Results list.

Missing permissions can cause:

• “Result cannot be verified” errors

• Quiz completion failures

Step 5: Review user identity values

Quiz verification may fail if the user’s UPN and Email values do not match.

• This issue is resolved in version 3.3.30.0 and later

• Ensure:

  • The app is updated or

  • User identity values are aligned

Step 6: Review quiz configuration

Check the quiz settings carefully in MS forms:

• Response limits

  • Do not enforce one response per user if multiple attempts are required

• Time restriction

  • Do not configure time restrictions if answers must be available before the quiz starts

Tips and best practices

• Always verify list permissions first—this is the most common root cause

• Keep Migration Mode disabled outside of active migration windows

• Test quizzes with a non-admin test user

Next steps

• Re-test quiz completion after applying the fixes

• Verify that achievements are created or updated correctly

• Monitor quiz results for successful verification

Contact support

If the issue persists after completing all steps, contact SharePoint|sapiens support and include:

• App version

• Affected user

• Quiz ID

• Confirmation of permissions and configuration checks

• Screenshots (error messages, permissions, quiz settings)