Missing key-pair Troubleshooting Guide



If you’ve received the "missing key missing key-pair-id query parameter or cookie value" message when trying to launch your SCORM Cloud training, don’t fret. Here are some things you can try to help troubleshoot the problem and hopefully allow you to launch your training successfully. 

1. Check that you allow pop-up windows.

Internet Explorer (select version from drop down)


Safari (iPhone details attached below)


2. Enable third party cookies. 

Internet Explorer (select version from drop down)



Safari (pre v13)

3. Clear out your cache and cookies

4. If your company does a lot of site “blacklisting” you may want to get moved to the approved sites list. You can also try using a different web browser, such as  FireFox or Google Chrome.

5. Try our Content Vault (cookie-less authentication) option. Details here.

Still experiencing trouble using SCORM Cloud, send us a support ticket and we’ll sort it out.

Was this article helpful?
2 out of 3 found this helpful
Have more questions? Submit a request


  • Avatar

    is there a specific way to clear cache different to clearing general browser history

  • Avatar
    Adobe Presenter

    I'm launching a one week old course in IE 9 and Crome, I"m got this error even after following the checklist mentioned in your post. Currently uploaded projects are working fine. My ticket was raised here -> 

  • Avatar
    Jena LaWing

    Hi there, 

    Thanks for reaching out. We will continue to troubleshoot this issue for you from ticket 12436. Thank you!



  • Avatar
    Andy Sheer

    Ryan, great write up here. This corrected a problem for one of our Safari users! It was the cross-site tracking that was causing the issue.

  • Avatar
    Ben Furse

    Hey Ryan, thanks for the info! Do you know if there's a way to control the messaging for this error? For example, could we edit an XML or JS file within our SCORM packaging that would display something other than "missing key missing key-pair-id query parameter or cookie value"?

    Thanks for any input you have!

    Edited by Ben Furse
  • Avatar
    Ryan Donnelly

    Hi Ben

    Thanks for your comment. Unfortunately, those messages are not customizable. If you have any further questions, please send a message to


  • Avatar
    Bubble Boy

    Was not that helpful... maybe because it is outdated, if so plz update it, if not... then it was just unhelpful... :(

Powered by Zendesk