Drag and Drop Freezing

Oct 30, 2019

I've been presented with a troubleshooting question for one of my eLearning designs that I'm hoping that I can be pointed in the right direction for.

I designed a simple drag and drop function for a recent eLearning module, where the learner drags a box to a target area. I've had dozens of learners successfully complete this activity, but today, one learner had an issue with her course freezing at the drag and drop activity; she couldn't click on the drag object, nor move it to the drop zone. It seems to be a one-off issue, but I'm wondering if anyone has had experience with this? What was the ultimate solution? My learner has tried a computer restart, clearing cache and cookies on her browser, but is still experiencing the issue.

Thank you for any advice provided!

10 Replies

Jeff Forrer

over 4 years ago10/30/19 at 7:30 pm (UTC)

A suggestion, to start in situations like this I collect all of the information I can about the environment. What type of device, what OS, browser, LMS (if using one). Check to see if they are compliant with requirements: https://articulate.com/support/article/System-Requirements-for-Articulate-Storyline-360#viewing-content, then go from there. Try to test in their identical environment, or even have them do a screen share, or send a recording or images of what they are seeing.

Jason Steidl
Author

over 4 years ago10/31/19 at 1:18 pm (UTC)

Thanks for the reply!

Tom Washam

over 2 years ago11/02/21 at 6:45 pm (UTC)

Hi, was this issue ever resolved? I am experiencing the same problem as mentioned above. Both in Preview and Published outputs, my drag and drop activity freezes when I am in the quiz review, right when I click the "Next" button. The slide is stuck on the loading "three dots" screen.

Walt Hamilton
Hero

over 2 years ago11/02/21 at 6:48 pm (UTC)

That would suggest the problem is with wherever you jump when Next is clicked. Illegal characters, corrupted slide, etc.

Leslie McKerchie
Staff

over 2 years ago11/02/21 at 6:55 pm (UTC)

Hi Try It Now,

I'd like you to share your project file with our support engineers to investigate what's happening with your permission. You can share it privately by uploading it here. It will be deleted when troubleshooting is complete.

Tom Washam

over 2 years ago11/02/21 at 7:01 pm (UTC)

Thank you, I've submitted the case.

Vision Express

over 2 years ago12/14/21 at 3:51 pm (UTC)

I'm also experiencing this issue from two separate people. Has anyone got a fix for this?

over 2 years ago12/15/21 at 1:39 pm (UTC)

Hi Christopher!

I'm seeing this might be a sign of file corruption. Do you mind sharing your .story file with our team so we can see what is getting in the way here? You can attach it to this public discussion or privately in a support case.

In the meantime, consider these preventative measures to protect your project files:

1) Save and publish projects on your local hard drive. Working on a network drive or external USB drive can cause erratic behavior due to latency.

2) Save incrementally. If your app has an AutoRecovery feature, take advantage of it. If not, save a new version of your project every hour or so with a new file name each time. If a file becomes corrupt, you'll still have a working version available.

3) Install Dropbox and copy important projects from your local drive to your Dropbox folder as a backup. Snapshots of changes in your local Dropbox folder are kept for 30 days. If a file is damaged or deleted, you can restore a previous snapshot: https://www.dropbox.com/help/11/en

4) Don't leave the app open and unattended for long periods of time. Some users have reported file corruption after leaving their apps open overnight. It's possible that a malware scan or disk backup could run because the machine is idle, making your app vulnerable to crashing.