Client Can't See Course

Hello,

I have a client that can't launch a course.  He clicks on the SCORM package, it opens a new window, but he gets nothing other than a white screen.  Here are specs:

US - Moodle 1.9.10

HIM - Vista Ultimate, 2.5GB RAM, Internet Explorer (version unknown)

I had him clear his cache adn re-start session, but no help there.  I then had him uninstall FLASH and update to the newest one...that didn't help.

I suspect he is having a Flash issue, as it seems to be working ok for everybody else.  It hard to diag an issue over the phone without 'seeing' the offending computer.

Any help or direction would be appreciated....  also, any ideas on some open source software I can use to 'see' his desktop?  (Or even a free trial)  I want to diag this in real time....

Cheers,

Dave

13 Replies
Steve Shoemaker

You can get a free trial of Webex or GoToMeeting.  I use Webex.  You send an appointment to the client and they click on a link to open the session.  You can then make the client the presenter and they can share their screen.  I work in an IT department of a college and that's how I view remote computers to help troubleshoot problems.

Brian Batt

Hi Dave,

The first thing that I would do is have him use a different browser like Firefox or Chrome and see if he can replicate the issue.  If he can't replicate the issue with those browsers, then there's likely a security issue with IE that is causing the issue.

Also, in regards to screen sharing, you might want to take a look into join.me.

Dave Newgass

Brian Batt said:

Hi Dave,

The first thing that I would do is have him use a different browser like Firefox or Chrome and see if he can replicate the issue.  If he can't replicate the issue with those browsers, then there's likely a security issue with IE that is causing the issue.

Also, in regards to screen sharing, you might want to take a look into join.me.


Hey B,

Thanks for the advice.  What settings in particular should I be looking at?

Cheers,

Dave

Brian Batt

Hi Dave,

I would recommend resetting Internet Explorer to its defaults by using the methods below:

Please do the following to see if it resolves the issue you are experiencing:

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.

Dave Newgass

Brian Batt said:

Hi Dave,

 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.


Hey B,

Is there something like the above for Vista?

Cheers,


Dave

Dave Newgass

Hello,

OK...we tried it all, but still he gets just a white screen when he attempts to launch the course.

He has done the following at my request-

  • Everything listed above
  • Update from Vista SP1 to SP2

He is against using Firefox for some reason.  I will re-recommend Chrome.

Help me Mr. Wizard! 

Thanks,

Dave

Brian Batt

Hi Dave,

First, verify that the customer does have the Flash Player properly installed by using this link:

http://kb2.adobe.com/cps/155/tn_15507.html

Then, have the customer run an HTTP trace log of the issue by using the method described in the link below:

http://www.mozealous.com/how-to-use-httpanalyzer-to-debug-aicc-lms-reporting-issues/

The trace log should be able to identify exactly what file is causing the issue.

Diane Lund

Hi

Can someone explain to me how I can post a story file on Webex that  a customer could launch and view the presentation for 'testing' sake. (and is this even a good idea?)  The file will eventually get posted to their LMS but they can not open anything I send them (other than CD publishing -- issues with that below). In the stream above WebEx was suggested -- How do you put an entire file up there and can/do they then view it from the webex site? They are very frustrated that they can not open my files and they do not have an IT department. If I suggested they run an HTTP trace log they would laugh. Again - they CAN NOT view anything on their machines so I am looking for a go around so they can just see this thing. I did already send them the publish to CD version -- but that is a little skiddish and they are reporting issues that I do not see - particularly in the quizzing. Any help would be appreciated I have a very frustrated client.

Thank you.

Diane

Peter Anderson

Hi Diane,

Sorry for the frustration. I don't have any experience using Webex so I can't offer much help there, but I'm trying to understand why exactly the clients are having trouble viewing the course. Is it a packaged course they can't open? Or would you be able to publish your file on a server and send them a link to view it? Dropbox is a good option for that, if you think it will help...