Animations and quizzing not working for some users

Hi - 

We continue to have issues with Storyline courses on certain users' systems. We previously had an issue with the failure/success layers not showing on the results slide (see thread here), which we have yet to resolve. While it's not a Storyline issue alone, or an LMS issue (had a user test the course outside the LMS and still had the issue), I was hoping someone could give us an idea of where to tell our IT team to start troubleshooting this issue on our systems.

The issue we had this time is there is an animated menu screen (topics fly in) that should look like this:

However, for some users it is blank - looks like this:

Again, just looking for ideas on where to start looking to see what we can fix on our side so these courses work on all systems. I took out all animations and branching, but unfortunately due to the failure and success layers not showing on the results slide, this course did still not work for everyone. Ultimately had to quickly redo in PowerPoint and use Presenter instead. So far looks like the Quizmaker quiz in the Presenter version is working o.k.

Thanks for any ideas/suggestions you have.

Mary

13 Replies
Ashley Terwilliger-Pollard

Hi Mary,

Are you able to share the .story file here with us? Have you been able to get it working at all in Storyline? If so, under what conditions did it work as expected? Say a particular browser, PC vs. iPad, flash player version, etc.? 

If you'd prefer to share the file privately, you're also welcome to send along here and please include the information mentioned above.

Mary Schoeller

Hi Ashley - 

Yes, it works for most people, including me and my team, which makes it harder for us to troubleshoot as users are geographically dispersed. The last course we had issues with, approximately 9000 users successfully completed it, and about 900 had problems. I did have one user this time try it in IE and Chrome, with same results in both - animations didn't load. All have been on PCs as we don't support courses on iPads ... yet. Most users have and use IE 8.

I know with the last course there was one user where our IT department tried uninstalling and reinstalling Flash, but that didn't work. But, could it be a Flash player issue? What version is required? Other than that, they really haven't really helped us much unfortunately - they keep sending it back to us to try and resolve. That's why I'm at least trying to give them an idea where to even start looking. I'm probably going to have to push them to get them to help with this, but want to make sure I've explored all avenues on our side first - so they can't send it back to us again  

I modified the course slightly - deleting text and slides that didn't matter for testing. The file is attached.

Again, if you could even offer a suggestion as to where to start to determine the issue, that would be great.

Thanks,

Mary

Ashley Terwilliger-Pollard

Hi Mary,

Thanks for sharing the file here. I gave it a test in IE10 and Chrome, and both played successfully. I suspect it is likely the Flash player associated with the browser the user is viewing it in. We have outlined the minimum system requirements here , and if you need a way to have users easily check that they're using the requirements outlined there I like using the site supportdetails.com as it'll read everything on their browser and let you know the browser version, flash player, etc. 

I hope that helps you narrow it down, and if you need anything else or want to update on the progress please feel free to let us know. 

Mary Schoeller

An update - it appears users having issues have Flash 10.0.45. The minimum requirements for Storyline do say Flash 10 or higher, but it looks like this version is not working - at least not for us.

We are working with our IT department to try and get these people upgraded to a higher version to see if it fixes it.

And thanks for the suggestion of supportdetails.com - it's been really helpful.

Mary

Mary Schoeller

I had them try it both through IE 8 and Chrome - same issue. 

Looks like I do not have version 4 - I have version 3: 1305:2012. I will download the new version, but our answer looks like it's going to be to upgrade users' Flash player. We did upgrade a few users to Flash 11.9.900.152 and that worked, so our IT team is going to work on upgrading the other affected users.

Thanks,

Mary

Mary Schoeller

Final update - I downloaded and installed Storyline update 4, republished the courses we were having issues with, and they work fine with Flash 10.0.45 now (tested with IE 8) . Yippee!

By the way, is there a way to get email notifications when updates are available?

Thanks again for your assistance. 

Mary Schoeller

Thanks Ashley. Unfortunately checking for updates on start up does not work for us as apparently our firewall settings, or some other network settings, block the Internet connection on the Storyline start up page. That page always says "When you're connected to the Internet ..." for us, even when we have IE open and running. 

Ashley Terwilliger-Pollard

Hi Mary,

I don't believe there are email notifications for new updates, but there are for new releases. You could also bookmark http://www.articulate.com/support/storyline and at the very top you'll always see the most recent update number listed along with the release date. 

You're also welcome to request email notifications about updates.