SCORM Loss Connection Dialog Box

We are currently using a vendor (SAI Global) and they have put in error messages that should appear when the end user loses connection (ie. closes SF main window, loss internet connection, course runs for longer than 20 min, etc..) However, this window is not being presented to the end user when connection has been lost. Content is packaged as

SCORM 1.2 and did work prior to Release 2020 in Nov.

Has anyone dealt with this before?