Presenter Experts... can you help us?

E-Learning colleagues,

I'm hoping one of you might be able to help us with a major issue we're having. We've been using Articulate Presenter for 4 years. In the past 4 years, we've provided free public education online for over 70,000 people. This is our busiest time of year, and we're experiencing unprecedented issues with our courses. We just can't figure out what's going on. Today, we lost a major potential client because they could not get the course we produced to work correctly. We're hoping that perhaps one of you E-Learning Heroes can help us solve these problems

There are two major issues we're experiencing:

1. Courses freeze at random points in the course, and users cannot advance in the course.

2. Our SCORM courses are not properly relaying completion to our LMS (we use the Absorb LMS).

For the first issue, we know this is not just an LMS issue, as we made preview course for our prospective clients and hosted them on our server, and our prospective clients experienced the same issues on both PC and MAC. This is a government agency, and they said they had their IT staff ensure their firewall, antivirus, etc. was disabled, they had the most updated browsers, and there was nothing otherwise blocking the course.

For the second issue (and for those of you with experience with the Absorb LMS), we have an unusually large number of users report that they have watched our presentation several times, but the course is never marked as completed. We have followed all of the instructions from Absorb with regard to LMS settings.

We really don't know what to do at this point. We need to be able to verify completion of these courses, so we need to publish in SCORM or Tin-can. Now we're at the point we're losing potential customers. So far, the only advice we've received is to switch authoring software, which we do not want to do.

I'm sure my level of frustration is preventing me from providing more relevant information, but if any of you think you can help and need additional information I am happy to provide it.

Thank you.

With Gratitude,

Ray