A problem occurred with this web page so it was reloaded (Iphone and Ipads)

Dec 08, 2015


I have created pages showing a simple, single Engage Interaction.

Ex: https://www.frenchwinesociety.org/membership/demo/pronunciation-exercises.html

The file being called in the module is interaction_html5.html

Works fine on PCs. But, when the interaction tries to begin on Iphones and Ipads, I get the error message: A problem occurred with this web page so it was reloaded (Iphone and Ipads)

Can anyone help?




13 Replies
Christie Pollick

Thanks for your patience while I checked out/tested your file on my iPad and iPhone, Julien. Turns out that myself and another colleague experienced a similar issue where the content would load without error on both devices, BUT the audio failed to work on either the iPad or iPhone. 

Would it be possible for your to share your file itself so that we are able to publish on our machines to see if we encounter similar behavior? Please use the ADD ATTACHMENT button in the bottom left of the reply box to browse for your file. :)

Angela Love-Zaranka

I also have this issue with every lesson I have tested on my LMS . It seems to be an issue with the iPad, I do not have a Mac to use the developer tools to pinpoint where the problem is but it is frustrating to our students and to me as I have spent many hours fixing our lessons to be functional on iOS. Looks like I'll have to buy a Mac Mini just to figure this darn issue out.

The latest lesson had this "A problem occurred with this webpage so it was reloaded" error on slides 22, 48 and 69 so it makes me believe it may be a memory issue in Safari since it happens at long intervals??? There is nothing abnormal or different about the slides that this issue pops up at. One slide is a line of text. Another has a Picture with text and the last has lots of text and images. So there is no rhyme or reason.

This does not happen on any other device that I have tested yet. Only in iOS9 with an iPad in Safari. I have not fully tested in the Puffin browser yet. But the point of publishing in HTML5 is so that our students do not have to use a different browser, right?

I saw this post and just thought I would add my observations. A solution would be awesome!

Christie Pollick

Hi, Julien -- Thanks for sharing your file and I will be happy to take a closer look momentarily. 

And would you be able to check your SPAM folder for the notification emails? Sometimes, they are redirected and perhaps that is why you didn't see them. If they are not in your SPAM folder, please let me know and we will dig a little deeper to determine why you are not receiving them. 

Christie Pollick

Hi, Julien -- Thanks so much for your patience while I checked out your file. Would you be able to test your file here on Tempshare to see if you encounter the same behavior? When I tested on my iPad, I did not encounter any errors with the audio or otherwise. If issues persist, please use this form to reach out to our Support Engineers for further investigation. 

Angela Love-Zaranka

After doing more testing this issue does not happen in Google Chrome app  or with Mozilla for iOS. It is a Safari issue as far as I can tell. We also have the multiple letter input issue in short answer and essay (survey) responses. It lllooookkss lliikkee  tthhiiss. This also only happens in Safari. It does not matter which version of iOS you have as both of these issues happen in both iOS 8.1 and iOS 9.

The issue with the "A problem has occurred..." shows up for me in Scormcloud using Safari on the iPad but did not for the tech that I sent it to so that is a head-scratch-er.



Christie Pollick

Hi, Steve -- Many thanks for sharing an update, and it looks like this is the most recent response from our Support Engineer working on your case:

"May I confirm if you're experiencing issues on the same project I uploaded to SCORM Cloud? If so, what specific Slide numbers you're having issues with? 

We've ran thorough tests on two different devices running in iOS 9 and completed the entire course without issues. If you experience those errors on your device using our publication to SCORM Cloud, try the following: 

1. Clear cache, cookies and temporary internet files from Mobile Safari. Here's how: 

a. Launch the Settings app from the Home screen of your iPhone or iPad. 
b. Scroll down and tap on Safari. 
c. Scroll to the bottom and tap on Advanced. 
d. Tap on Website Data and scroll to the bottom again and tap on Remove All Website Data. 
e. Confirm to delete all data. 

2. Connect to an unrestricted network to rule out the possibility of security restrictions. If you're connecting to a company network using your iPad, try connecting to a Public Network to ensure that the issue isn't caused by firewall or other security restrictions from your company."

If you have not already done so, please take a moment to reply via email in your case and we'll continue to monitor progress on your ticket. :)

Angela Love-Zaranka

Thank you
. We have determined that this isn't a
rticulate problem per se because we don't have issues on other browsers.
​ At most there is a ​
​issue between Safari and how the lesson is played in our webpage and how
it interacts with our LMS. We have determined that the most likely cause is
not something Articulate has any or much control over. ​
We have had reports from multiple students of this issue
​ on their iPad​
as well so we are just recommending a different browser instead of fighting
this issue head on with
afari functionality.

I did respond to the email from the tech and appreciate the feedback from
them​ (He did not have any further info for me before I posted on here. I
am posting on here as an FYI for anyone else with the same problem).​
​ ​
This seems to lay more in Apple's realm than anyone's as this issue is
present on many webpages
​. ​The suggestion to clear the cache and all that is really going to be
too much for many of our students who just want it to work and do not want
to fuss. So we will recommend the no fuss options instead of feeling insane
by trying to fix something that is not fixable (easily anyway).

​Always appreciate you!

Julien Camus

Hello Christy,

I have wrtien to the engeneers as you suggested. When I test your link, it works. On our site, it works on my Ipad Mini but still no luck with my Iphone 4S on both Safari and Firefox. I get "A problem occurred with this web page so it was reloaded".

Any idea why it would work from the files you hosted vs the ones on our own server?



Christie Pollick

Hi, Julien -- I see that your ticket, 00715148, has been received in our ticketing system, so you should be hearing from one of our Support Staff members as soon as they have had a chance to review your case. In the meantime, the only thing I can share was that I published your file from my local C: drive for Web, and uploaded it to Tempshare for testing and it worked, so I am interested to see what more our Engineers can suggest. Your patience is appreciated! :)

Christie Pollick

UPDATE: I wanted to stop in and share an update from our Support Engineer who worked on Julien's case for anyone who may be following along or comes across this thread with a similar issue:

Based on the results of our testing and our recent conversations, the issue appears to be specific on your device (iPhone 4s) which could root from mobile safari's inherent limitation that may impact how multimedia operates and the overall performance of HTML5 content. While you can free up resources on your phone by limiting the number of application that runs when viewing the content, its allocated hardware resource may not be sufficient for playback. Please see this article below for reference and recommendations in improving content performance: 


In regards to your question about Moodle (ie. if there still no simple/cost effective 
solution to use the Articulate Studio 13 as Tin Can on Moodle without going 
through Rustici), its best to contact them directly for they may have other options available for you: https://moodle.org

Another alternative that you may want to look into is Articulate Online which is designed to work with your elearning development tool: http://www.articulate.com/products/articulate-online.php 

You can sign up for a 30-day free trial of Articulate Online here: https://www.articulate.com/store/trial-download.php 

Any LMS that is compliant with SCORM, AICC, or Tin Can API will also provide accurate tracking capabilities. Here's a good resource where you can find LMSses that are rated based on customer reviews:  http://www.capterra.com/learning-management-system-software/ 

I hope this information helps. :)

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