E-Learning freezes randomly


We've got an e-learning which someone did for us in 2016. It's still in use, so we transfered it to our new LMS from IMC. Therefore I exported it in Storyline 360 as SCORM 1.2 file with HTML5/Flash without Mobile Player for LMS.  At our LMS I published it with SCORM 1.2 standard.

Now some users are telling us, that the e-learning doesn't work properly. It freezes at different places - the only thing you can do is to use the button "back" from the LMS or browser and restart the e-learning content.

We tried it with Chrome and Internet Explorer 11. We randomly got the problem ourselfs as well. Especially when you want to change from the first site of a chapter to the next slide and you're clicking before the whole content appears it freeze (see printscreens).

We don't know what's wrong. Do you have an advice for us?

Thank you for your help.

Regards, Melanie

11 Replies
Siegbert Kaiser


I'm having the same problems right now and I'm very desperate because I'm unable to continue with my work! But only since yesterday when I installed Storyline 360 update 3.13.15006.0.


Any ideas?

Melanie, which update do you use right now?

Thank you for your help!

>> story-files and URL to tempshare --> Case Number: 01292734


Alyssa Gomez

Hi Siegbert! Thanks for including your case number. Opening a support case for these kinds of issues is a smart move. Our engineers will reach out to you shortly!

In the meantime, can I gather some more information from you?

You mentioned that Storyline crashes when clicking the 'next' button after the course is published. 

  • Did you publish for LMS, Web, or something else?
  • Where did you host the published content to test it?
Siegbert Kaiser

I added one more .STORY file to my case. The uploaded .STORY file worked properly over month. Yesterday I took it and didn't make any changes (!!!), just published it once again with update 3.13.15006.0 and: FREEZE!
Isn't that a proof that something went wrong with this update?
Thanks for your help,