Course Freezing for Some Users
Jan 11, 2013
Hi Everyone!
I am looking for a little help. I have published an Ariculate Presenter course for our LMS (Maestro by SumTotal). The majority of users are having no issues, but for some people it freezes on slide 7 and will not proceed.
We have checked thier computers to ensure they are all up to date and are being told by our LMS vendor that it is an issue with the course. I have tried publishing it in AICC and SCORM with the same results. This is a course that has been in our LMS in various iterations since 2009, with no problems until a couple of months ago.
Any suggestions would be greatly appreciated!
Virginia
3 Replies
Hi Virginia. Welcome to E-Learning Heroes!
Are the users experiencing the freezes using the same method to view the course, by any chance? I'm curious if they're using the same browser. If they are, perhaps trying a different browser may help determine if it's related to the issue.
If you haven't already, would you mind testing your course in SCORM Cloud to help us determine if the issue is Articulate related or if it's on your LMS's side? If it appears in SCORM Cloud as well, we'd be happy to take a closer look at what might be going on. If you can't replicate the issue in SCORM Cloud, it's probably an issue that you'd want to take to your LMS team. The articles here and here may also help clear up common LMS issues.
Thanks!
Hi Again!
We are still experiencing this issue intermittently. I have tested the course on SCORM cloud and did not experience any issues, however our LMS vendor tested it with Fiddler and said the following: "I tested the course and ran into the problem with the course freezing at slide 7. I used Fiddler, which is a program that will trace a course's action and it looks like the course stops communicating with the LMS when it freezes."
I attached the file that they included. Any help or guidance would be greatly appreciated. Thanks!
Hi Virginia,
I'm not sure what file format that is.. I'm assuming they shared a Fiddler file with you? I don't have access to this software for testing.
However, if the issue didn't arise in SCORM Cloud, it's likely the issue is not in the course. If you'd like, we'd be happy to take a look and see what's going on with that 7th slide.
Please create an Articulate Presenter package by following the steps in the following article:
Send to Articulate Presenter Package
Attach the .ZIP file to the second page of the following form:
Submit a Support Case
Please be sure to include a description of your issue and also include the URL for this thread in the case. Also, if possible, please share the case number with me, so I can follow up with you in this thread. You're welcome to share the case number in this thread, or send it to me in a private message.
Thanks!
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