end-user gets stuck, corrupt suspend data
This happens often enough I'd like to know if others have encountered it and what a better solution is.
This is a random occurrence for the occasional user, for an occasional course. For almost all users this does not happen for a given course. For this question you can assume latest browser is being used; it always is when this happens.
Publishing Storyline 360 courses as SCORM packages and end-users access in LMS.
Here's a scenario:
The end-user gets to a certain point in a course, that all other users with the exact same environment get to and get past just fine. Let's call it screen 7 of 10 and it is a standard Storyline multiple choice question with a Submit button. We never know how the user ended up in this state but the user launches the course, resumes to screen 7 of 10, an answer is selected, no other answer can be selected, and there is no Submit button. The users cannot proceed because the user can't submit an answer--required to move to the next screen.
The suspend data has been corrupted somehow. The only way I can ever solve the problem is to launch the course myself with a different user, get to screen 7 of 10, do not select an answer nor submit an answer, and exit the course. I then copy the suspend data I generated, and overwrite the end-user's suspend data (in the database). Now the end-user launches the course and resumes to screen 7 of 10 and can select an answer, click Submit, and go to the next screen. If I copy the end-user's previous suspend data and overwrite the suspend data for my user, I have the exact same problem with my user the end-user had: I cannot change answer selection, I cannot click Subit; I cannot move forward in the course. The problem seems to be the suspend data got corrupted.
This is a painful way to fix this occasional problem. It is unacceptable to tell the user "Sorry, you'll have to start over" after deleting the corrupt suspend data. As we've all known for many years, there is no way to edit the unintelligible Articulate suspend data and fix it. I have to march through the course as a different user to generate uncorrupted suspend data so I can give it to the end-user so the end-user can continue without having to start over. All of our courses have locked navigation so this is always very time consuming to get to the same place the user got stuck.
Does Storyline or anyone have a suggestion for an easier way to fix this problem when it happens? (Yet another plea for Storyline to offer a suspend data decrypter so we can solve such problems!)