Course freezes on Internet Explorer

Hi, Atsuko! Really sorry your client is running into that wonky behavior in IE. Let's see if we can narrow this down!

Testing the course on another LMS like SCORM Cloud–an industry-standard tool for testing SCORM output–to see if you experience the same behavior is the best, first step. Just to get a neutral baseline outside of SumTotal.

If you experience the same behavior there, mind sharing your .story file with us so that we can help determine what is causing the problem in IE? I'll be here if you need help with that testing!

Hello, Katie! Thank you so much for taking care of my issue!

I tested the course on SCORM Cloud in IE, but I couldn't finish it. In the middle of the slide, the voice and the picture started repeating again and again and never finish.

Following is the link of SCORM Engine Debug Log

https://cloud.scorm.com/sc/guest/ViewDebugLog?logId=2f4182dd-d2fe-49f7-b7fa-cdb64ed840dc&courseTitle=%3F%3F%3F%3F%3F%3F%3F%3F%3FV7

https://cloud.scorm.com/sc/guest/ViewDebugLog?logId=87567c7a-6bca-456f-970a-bb9cae8e01f6&courseTitle=%3F%3F%3F%3F%3F%3F%3F%3F%3FV7

I also attached .story of the course. The course is created in Japanese, so I am not sure if you can look into the course.... 

HI, Kaite

I will submit my case to the support so that your support team can see the course privately.

Thank you

Hi, Atsuko! Really appreciate you testing the course in SCORM Cloud and sharing the LMS debug logs with us–brilliant move!

Out of curiosity, what version of IE are you using?

In the meantime, I've created a support case on your behalf and shared the logs with our Support Engineers. When you're ready to share the .story file for testing, here's the unique upload link to your case. We'll be standing by, and let's see if we can narrow down why this is happening in IE!

Hi Katie,

I really appreciate your help. I uploaded the file and sent additional information about the version of IE to your support team.

Thank you very much!

My IE users are experiencing the same course freezing issues? Is there a resolution for this issue??

Really sorry your learners are experiencing freezing in IE, LN! 

I took a peek at Atsuko's case and saw that my teammate, Angelo, imported the file into a new Storyline project. It looks like there wasn't any freezing behavior when testing the new zipped output in the LMS/IE. Let's see if we can nail the culprit down for your case–can you help me with:

• What version of Storyline are you using?
• Does the freezing happen on a specific slide?
• Did you publish the course for Web, LMS, or something else? If LMS, have you tried another LMS environment like SCORM Cloud to see if you experience the freezing there? I'm happy to dig into your .story file and help you with that testing if you're able to share it with me!

Hello,

One of my clients is facing the screen freeze issue while viewing Storyline 3 content on IE 11 in Windows 8. No issues were encountered while viewing the content in Windows 10. 

Please see my clients message brlow:

“We checked the course in IE and chrome. The course works well in chrome and on Windows 10 with IE 11. However, with Windows 8 and IE 11 - The first video played okay but rest didn’t – we get a frozen screen.”

Please suggest if you have a solution to this issue.

Regards,

Ajit

Hello, Ajit! Sorry to hear your client ran into this problem. Is the course hosted on a learning management system or a web server?

Would you be able to share a copy of the course with us by clicking here? Our team will test it in a similar environment to see if we run into the same problem. 

Hi there! I just wanted to share my experience. We provided 14 courses to our client, but only one course had frozen.  Articulate support team investigated my file and they didn't find any problem. They imported my file onto a new Storyline project and copied all my settings. Meanwhile, I reinstalled Storyline 3 on my pc, then I published the new file. The new file has not been frozen in the LMS on our client-side so far. I tested many versions of a file in SCORM cloud and LMS many times, but the result varied depends on circumstances.  I couldn't tell what was the problem, but you can share your file with the support team and reinstall your Storyline.

That's excellent news Atsuko! Glad that our team was able to help you out and I appreciate you chiming in to share your experience so that it could help someone else in the community.

Hi Alyssa,

Thanks for your quick response. The course was tested on LMS, Weblink and as a standalone module (offline) mode. I have sent the storyline file and the course package to the Storyline 3 tech team. Hope to have a response soon. Meanwhile, I reinstalled Storyline 3 as suggested by Atsuko in the comment below. The suggestion didnt work.

Thanks again,

Ajit

Another possibility is to make the course HTML5 only (no flash backup). This has been a problem on SL2, see this thread. 

Thanks for sharing your course with us, Ajit!

Confirming receipt. 🌟In fact, my teammate, Christopher, is testing your file as we speak! He'll be in touch with some next steps after carefully analyzing the details from those tests.

I'll follow the case as it progresses, and will share any valuable insight here once we get to the root. Thanks again, and I'm so sorry for any headaches!

Hi Katie,

We were able to resolve the video screen freeze issue by:

1. Rendering the videos, that had screen freeze issue, in Adobe Media Encoder with format H.264

2. Integrating the newly rendered videos in Storyline 3 course file 

3. Increasing the size of the video by 2 PX in the Storyline 3 file

Thanks again for your support.

Regards,

Ajit

Thanks so much for popping back in to share your solution with the community Ajit :)