Hello, I'm finding that as I continue to develop my skills with elearning, and my courses become a little more complex, I'm having problems with the published courses. I just released a course and about 40% of users are getting stuck somewhere in the course. They say that no matter what they click the course will not advance. The rest are able to complete it successfully. This course does have a few small "try me" simulations. At first I thought it was user error, but that would be over 200 users so far that have had an issue. Any thoughts?

Good Afternoon, Sarah. Could you ask one of your affected learners to create a screencast showing us the issue that they are experiencing? Once they've done that, please send us a copy of your .story project file along with a link to their screencast so that we can take a deeper look into the root cause of the problem. Thanks!

Thank you for your support. I'm working on getting the screencast. I can't recreate the issue myself, and no one on my team has been able to. The course freezes in different spots for some, while others get through it just fine.

We're seeing he same issue in a very large Storyline course (>300 slides - don't ask...) that we're working on and we've sent some information to Articulate Support. We've tried optimizing in the publish but we're still seeing the course freeze on certain systems. I'll circle back if/when we learn something...

Thanks for the update Michael. You're 'don't ask' made me laugh

Storyline course randomly getting "stuck"

RebekahMassmann
Community Member
11 years ago

Hmmm. Were you able to get information on their system setup, either using the link I put in here or the link Ashley shared? I'm not *that* technical, but I do think if you only have some users experiencing these issues, that it must have to do with their setup, versus something in the course itself.

Have you opened a support case, screencast or not?
AshleyT-Pollard
Staff
11 years ago

Hi Sarah,

We'd be happy to take a look at your .story files and see if we can recreate the issues you're describing. You'll want to include the information about how the course is being accessed (browser, web, lms, etc.) so that we can test it under those conditions.
SarahBauer
Community Member
11 years ago
I would greatly appreciate that! I am uploading the .story file now.
AshleyT-Pollard
Staff
11 years ago
Thanks Sarah, and I see your case (# 00374452 for my reference) so I'll follow along as well.
AmyCosgrove
Community Member
9 years ago
Was there ever any resolution to this thread? I see this was 2 years ago but I'm having the exact problem now. Published a compliance training and about 100 people so far have successfully completed but there are a significant handful who have emailed me saying the content video gets stuck on a slide and won't budge...I'm thinking it has to be something with the browser or system settings? We are using a Saba LMS.
BrianDennis-1ba
Community Member
9 years ago
The Articulate team might find system information (browser, operating system, etc) helpful. How many of the ~100 people are using IE11, Edge (Windows), Chrome for example. Articulate posts the supported system configurations. I've bookmarked so I can share with clients when starting new projects.

https://www.articulate.com/support/storyline-2/system-requirements-for-articulate-storyline-2
AshleyT-Pollard
Staff
9 years ago
Hi Amy,

For Sarah's previous issue the steps she was directed to go through were the following:

1) Upgrade Adobe Flash Player here: http://www.adobe.com/go/getflash

2) If your LMS requires Java to be installed on the client computers, be sure the correct version of Java is installed and enabled for your browser. Java can be downloaded and installed here:
http://java.com

3) Clear your browser cache. You can do this in Internet Explorer by going to Tools > Internet Options > General > Temporary Internet Files. Select Delete Cookies and Delete Files.
4) Also in Internet Options, on the Security, Privacy, and Advanced tabs, reset everything to its default settings. There is a button on each tab to reset defaults.
5) In Windows Vista / 7, go to Start > All Programs > Accessories > Run. In Windows XP, go to Start > Run.
6) Copy / paste the following line of text (depending on your operating system) into the Run dialog box. Click OK, and delete the entire contents of the window (folder) that opens.

Windows Vista / 7:
"C:\Users\%username%\AppData\Roaming\Macromedia\Flash Player\#SharedObjects"

Windows XP:
"C:\Documents and Settings\%username%\Application Data\Macromedia\Flash Player\#SharedObjects"

7) Close all browser windows for the changes to take effect, and then test your content again.

As Brian shared, there are particular supported browsers for Storyline content, and you'll also want to confirm if your LMS has particular supported browser and ensure that users are accessing the content in a supported set up. If you can advise them to clear the cache and the steps as above it'll confirm that they're not having a browser memory issue that is causing the video to freeze.
LimGuan
Community Member
8 years ago
Hi,

Any updates on this please? I have developed an Corporate Ethics course for a client, this course had went out to all employees. Users are reporting that the course stops/hang/freeze in the middle of the course. They are using IE11 as per company policy.

I've tried accessing the courses using IE11 on my side and it's working well. Thought this was more of a browser/computer setting but seems that a number of developer are encountering this issue.

Please let me know if there is any thing/setting that can be done/check within Storyline? Client users is using SuccessFactor LMS.
AshleyT-Pollard
Staff
8 years ago
Hi Lim,

Are you able to have them check the browser set up in terms of the Flash player associated with their browser? That could still be limited to each specific browser and therefore individual. The steps shared above should assist with going through that.

The other thought is a lot of times Internet Explorer may display as a particular version but it's actually running in compatibility mode which will force it to work based on an older IE browser specification.

Here's a quick Peek at how to see if IE 11 is running in compatibility mode recorded by my colleague Justin. If you confirm this is happening, a next step might be to test your Storyline course in SCORM Cloud and see if IE is being forced into compatibility mode there as well. That'll at least give you some more information to share with with your Success Factors team or internal IT about not letting IE go to compatibility mode.
AdamHunt-de075e
Community Member
7 years ago
I am having the same issue. We are getting reports of learners getting stuck at various points within the module. It seems like sometimes the navigation buttons (custom, not on the player) buttons don't display, other times they get a blank slide (with only the background image). We have not been able to identify any trends with regards to browser (some are using IE, others Chrome), nor is it any one particular slide or scene (have had reports of users getting stuck in each of the 6 sections). However, other users have been able to go through the course with no issue at all. They are all accessing the content through our company's LMS, but that is as much control we have over how they access it - there could be any number of different browser (and browser versions) in use, so troubleshooting browsers is a non-starter. What would cause a published storyline 360 course to have intermittent errors?
- Crystal-Horn
  Staff
  7 years ago
  Hi Adam. I'm sorry you're having a tough time troubleshooting this one.
  
  Is this only happening on one course in particular? We're happy to test it out in several environments on our end!
  
  Does reloading the page help the content continue to progress?
  
  If you upload the same content to SCORM Cloud, is it possible to get any of those affected learners to launch it from that environment?