Common problems - not sure if browser settings, Flash, or something else?

Hi all - 

Over the past few years we've had a number of users email into our help inbox and state that our courses sometimes would get "stuck" - meaning the next button wouldn't show up, or the video in a slide wouldn't work properly, audio was sped way up, etc.  Standard protocol is to ensure the user is using the latest version of Chrome preferably, and having Flash enabled. 

Recently I went back and re uploaded all of our courses, after publishing them in HTML5.  I figured that would fix the Flash problem, and it was just a matter of making sure users weren't using out of date browsers.  

Since then though, the number of cases where we have problems hasn't really gone down.  For issues like the ones stated in italics above, is there something else we should be checking with our users on? Or is it something I should be checking on my end when publishing?  I know this is a little vague, but its hard to replicate these problems / do full inspections on PC's that aren't ours.



5 Replies
Leslie McKerchie

Hi Don,

It can be hard to track down the issue when you cannot replicate it yourself.

It sounds like you are doing good troubleshooting and asking the right questions.

Do you typically learn that users are on the latest browser or is there any commonality you have been able to identify?

If you notice a pattern emerging, we'd certainly want to know and take a closer look for you. I see that Anna is helping you out as well :)

Don Crowl

Thanks Leslie.  We have a lot of users (40k plus) so its all over the place, but where it gets really hard to figure out is when they have the "correct" specs - latest version of Chrome, flash enabled, no firewall hidden behind or anything like that. 

If it helps, I can give a concrete example of a course "acting weird".  In it, I have a knowledge check that users have to get through before advancing.  It works fine for 9 out of 10  users.  That 10th though, we keep getting the same report - they answer it correctly, but the continue button remains grey'd out, as if they didn't do it correctly. 

The course in question was just published last month, and as mentioned, works fine for almost everyone else.  I for the life of me can't figure out why that would happen for those unlucky few? 

Ashley Terwilliger-Pollard

Hi Don,

It's frustrating when only a few learners are running into an issue, especially when you're unable to replicate the behavior yourself. If you're the 10th user, does that allow you to see the same thing? Is the continue button in the course or as a part of your LMS?

I'll also share these details with Anna as she continues to work on your case! 

Don Crowl

When I say 9 out of 10 I'm just giving a rough estimate - probably not quite that much, but still enough to get some "stuck".

It's part of course itself - I actually just took a knowledge check idea from the community forums, and modified for our use.  I'm happy to send in the .story file if that helps?