Studio 360 - Videos get locked up viewing the course

Hi Sajna,

Can you tell me more about how your client viewed the published file?

• Was the file published for LMS or Web?
• Where was the file hosted for testing?
• What browser did the client use?

Hi Alyssa,

Yes, the file was published for LMS

It was hosted on their LMS for testing

They mentioned IE11..

Thanks

Sajna

Hi Sajna,

IE 11 is a supported browser for both Flash and HTML5 content in Studio 360, so I wouldn't expect the videos to freeze in IE11 on Windows 7. 

Have you tried sending your client a test link through SCORM Cloud to see if that makes a difference? 

Hi,

I am restarting this case again. My client still has issues with the videos not playing for the same course. I imported the course in SCORM cloud. I have sent the link to client. 

How do we overcome the video not playing issue?

Thanks

Sajna

Hey Sajna!

Sorry you're still running into this-- I'm happy to help further. 

Just to verify- do the same video issues happen when the course is hosted in SCORM Cloud?

Let me know! 

Hi Ali,

Thank you for responding. I sent the SCORM link to my intermediate client. He said he couldn't view some of the videos as they lock up. But, I was able to view the videos in chrome and IE using the SCORM link. Is there anyway I can send the link privately to you guys to check? 

My final client too complained that the published course link (not the SCORM link) did not play some of the videos. 

I actually re-inserted the videos but it didn't help.

My client is rather upset and wants to know what's the reason for this kind of behavior. I don't mind sending the file but would wish it was dealt with privately. 

Pls let me know what to do.

Thanks

Sajna

Hi Sajna, we're happy to help you with that! It's always a good idea to have multiple people test it to confirm what you're seeing. ☺️

Since SCORM Cloud is industry standard for LMS testing, we'd expect everything to work correctly in that environment when testing with these browsers. If all goes well, then that's really helpful information to take to your LMS support team.

You can send us the SCORM Cloud link and the original Studio 360 Articulate Package by clicking this link. I'll be standing by!

Thank you so much Alyssa. I wish I was in the same continent as you so I could reply sooner. :-). The waiting till the next day for us here in India is too much.

Pls note the following when I played the SCORM link in the browser:

Google Chrome = All videos played

Microsoft Edge = All videos played

FireFox = All videos played

Internet Explorer (Ver 11.483. 15063.0) = All videos played

Internet Explorer (Ver 11.0.9600.18739) = Videos 4 to 7 did not play. Videos 1-3 played.

Thanks

Sajna

Hi Sajna, I know the feeling! Communicating across time zones can be a challenge, but thanks for sticking with us on this!

I tested your SCORM Cloud link in my version of IE11 (Ver 11.483. 15063.0), and all the videos played, as you mentioned. I'm going to reach out to our support engineers to weigh in and nail down why Ver 11.0.9600.18739 could be giving you trouble.

Let's keep the conversation going through your case #01111762. As soon as we have more information to share, we'll reach out via Support@Articulate.com!

Thank you Alyssa :-)

Hi Sajna, 

I checked in on your case this morning, and I see that you're working with my colleague Eloisa. She saw the same issue in IE11 Ver 11.0.9600.18739, so she requested copies of the original video files. 

Thanks for hanging in there with us. Hopefully we can get this sorted out soon!

Hi Alyssa,

I have uploaded the original video through the support case site. I have also mentioned the case num as  #01111762

Thanks

Sajna

I am Sanja's client and wanted to thank everyone for their help on this issue. We are very proud of the approach we took on this course and hope we can resolve the problem so it can be launched.

The issue is doubly confusing because  the course contains 7 videos in all, taken from two original video sources. Source 1 was used for videos 1-3 and Source 2 for videos 4 - 7. Videos 1 and 2 play fine; none of the others do.

We have a similar course using two other video sources. That course works fine.

Curiouser and curiouser.

Tim

Hi Tim! Thanks for chiming in. I popped into Sajna's case, and it looks like our Support Engineers may have found a solution with the latest release of Internet Explorer. I'll keep following along and share updates as they are available!

Alyssa,

Sanja already let me know that upgrading to 11.1 would probably solve the
problem, but the end-user/client is a large industrial firm that is not
going to upgrade IE just so they can run this course. I was hoping that,
since the other videos all run fine under 11.0 that there was another fix.

Thanks,

Tim

tim@wordkraft.biz 330-966-4656

I had a situation recently in which I used a video in a project and it played fine on all browsers except IE11. I was told that it might be the the way the video was encoded. 

Hi Alyssa,

We found a way to get it to work. We captured the video using camatasia and then inserted them into the file, It played in IE ver 11.0....

Thanks to my manager who gave me this suggestion.

Thank you to the whole team who looked into this issue.

Thanks

Sajna

We have just sent the link to the final client and keeping fingers crossed. If it works there too then we are successful truly.

Thanks for the update, Sajna. I've got my fingers crossed, too! 

Hi All,

The videos worked perfectly at the client's end.

Thank you again

Sajna

Yay, that's great news! 🎉 Thanks for coming back around to give us an update.