Articulate mobile player now showing BLANK screen after update

Hi,

Anyone else experiencing problems outputting to iPad mobile player after the new update?

Now any course i publish and bring into the mobile player just shows a completely blank screen - no ability to get back into library either....and therefore all content is lost.

I have tested both old published versions (which work) and new published versions (which now effectivelely crash the mobile player completely). I can provide both links to Articulate staff if wanted.

28 Replies
Christine Hendrickson

Hi Paul,

I haven't seen any similar reports. So far, all content I've tested with the update runs normally in the app, on my end.

It may be best to go ahead and send this information over to our support team, if you haven't already.

You'll be able to attach the .STORY file on the second page of the following form:

Articulate Support - Submit a Support Case

Please be sure to include a description of your issue. Please also include the URL for this thread in the form. Also, please share the case number with me. You're welcome to do so here, or in a private message. This way I can follow the progress of the case and update this thread.

Thanks, Paul!

Paul Knights

Mmmm very strange! Submitted .storyline files and link to ftp where outputted files held....all worked for you guys.

I'm still not able to publish to mobile app though. Have two other developers here with Storyline installed and both can publish the same files without any trouble.

I've system checked for virus's, none. I've re-installed Storyline, same problem.

Looks like I might have to do a completed system re-install! Will let you know if it works.

Christine Hendrickson

Hi Paul,

Oh my goodness, I hope not. Could you try using a different profile on the machine, instead? Maybe that'd be a little faster than a complete reinstall of the OS.

One other thing - and I'm sure you've already checked this - but you are working with the file locally, when you try to publish/modify it, correct?

  • Work on your local drive (your C: drive). Working on a network drive or a USB drive can cause erratic behavior, including file corruption, loss of audio, and other unexpected behavior. 
  • You should also make sure the directory path to your project files and your published output is less than 260 characters (for example C:\Articulate).
  • Avoid using special characters, accents or symbols in your file names (this includes spaces and underscores).

Additional information regarding "Naming Files, Paths, and Namespaces" in Windows operating systems can be found in the following Microsoft article.

It's strange that it seems to be system-specific. The only thoughts are either permissions or possible profile corruption.

Hope it goes well for you, Paul!

Thanks :)

Christine

Eric Rohrer

I, too, am experiencing a completely black screen when launching a course through the Articulate Player app. This course is one slide (I'm doing some testing on story sizes) and the predefined size I'm using is 960 x 540 - not sure if that may be a factor.

This course displays fine in a mobile browser with HTML (Google Mobile on iPad) and on my desktop (tested on Win 7 and OS X Mountain Lion in multiple browsers).

When I say the Articulate iPad app goes completely black - I mean just that (looks like my iPad is off). There is no way to navigate back to the main menu screen - I have to kill the app.

Christine Hendrickson

Hi there Eric,

Thanks for sharing the link! I did take a quick look on my PC and on my iPad 2, but I'm not seeing the same thing - I think this is because that's the HTML5 link. 

Can you share a link for the course after it's been published for Articulate Mobile Player? Or better yet, the original .STORY file? I'd be happy to try it out on my iPad and see if I experience the same black screen.

Thanks very much!

Christine

Christine Hendrickson

Hi Eric,

I took a look in the Articulate Mobile Player and I experienced the same thing.

Do you have access to another Storyline project you can upload to your server and test, or can you create a quick new test course and test it? 

Are you able to share the the .STORY file for this course? I'd like to try uploading to our servers and testing the file, if I may. If you'd prefer to keep the files private, you're welcome to submit them in a support case.

Thanks!

Laurie Foberg

Has there been a resolution to this problem yet? I am experiencing the same problem with the Articulate app on the iPad. (When a course is launched on the iPad, it starts to open the Articulate app, but then "crashes" and I only see a black screen, nothing else.) Is there a way to use the "old" version of the App before the latest update release? It seems that version worked fine with our HTML5-published courses. Thanks!

Christine Hendrickson

Hi there Laurie. Welcome to the community!

I haven't seen any updates, just yet. This may be something we're trying to add to the next update, which is currently in the works.

One thing I did want to ask, though - if this worked with the HTML5 courses, are you able to publish for HTML5 instead of the app? Does it function properly with that output?

Thanks!

Timothy Riordan

Hi Articulate Storyline - your response to this major flaw is both confusing and disappointing.

I work with Laurie - I am the Project Manager for our nationally-based client focused on environmental health and safety courses. We use Articulate Storyline to develop all of their courses and we are currently looking at a new client to do the same. Both companies require a course authoring tool that is reliable in creating a mobile solution for iPad learners.

In reading this blog I can make two observations:

1. This issue has existed since May 23rd, just after the release of your latest app update.

2. There is no concrete date as to when this issue is to be resolved.

This is unacceptable, the ability to use iPad as a mobile player is one of your big selling points - I would expect  conclusive answers on your part along with a sense of urgency that shows you understand the serious impact this glitch has on your trusting community of users and the clients they represent.

Please follow up with a solid date as to when this will be resolved along with any workarounds you have created or recommend so that I may soothe the corporations that entrust us to develop their courses using one of your flagship products.

Respectfully,

Timothy Riordan

Senior Instructional Designer

Project Manager

Raj Saklikar

Hi Christine ... If I can jump in to answer your questions ... I'm having the exact same problem with the iPad.  Blank/black screen when I go to story.html.  If I go to story_html5.html, the course does run/play just fine in Safari.

Some additional info, just in case it's helpful:

  • browsing to story.html launches the mobile player.  I get the white dot circle for a second or two and then the screen goes blank
  • With the blank screen still up, I double tap the home button to see what apps are running, and the mobile player is NOT listed as a running app
  • I hit the home button to clear the blank screen and try to launch the mobile player manually (hit the Articulate player icon), and it immediately goes to a blank/black screen.
  • I power off/on my ipad and manually launch the mobile player.  It launches and shows the course listed in the library.  I press play on the course, and the screen goes blank/black.

Thanks for all your help with this!!

Christine Hendrickson

Hi Raj. Welcome to the community!

Thanks so much for the additional information! I will definitely take note of this and pass it on to our QA team. Every little bit of information helps :)

I just checked in on the status of this issue and we are definitely planning on implementing a fix for this with Update 4. We don't have a date yet for this update, since we just released Update 3, but we are working hard to resolve this and other issues.

I know this issue is extremely important and we totally understand that this is something that needs to be resolved quickly. I do apologize to everyone experiencing this issue and I will do my best to share any updates with you in this thread.

Thanks again!

Christine

Christine Hendrickson

Good morning everyone! 

Looks like we have some good news. I just received word that we released a new version of the Articulate Mobile Player last night. The new version of the app should now be available in the App Store that resolves this issue. 

If you have the opportunity to do so, please download the app and test your course(s). 

Please let me know if you have any trouble with this.

Thanks very much!

Christine