Forum Discussion
Error message in ComplianceWire
Several of our users are getting this message in ComplianceWire using Storyline 360 courses.
Error occurred!
Failed to load player dependencies
TypeError: Cannot read properties of undefined (reading 'get')
Please help. Our users are unable to take their training.
Hi Thomasina,
Welcome to the E-Learning Heroes community, and I'm sorry to hear you've hit this snag!
I see that you’ve reached out to our Support Engineers and are working with my teammate, Fannie. You’re in great hands! We’ll continue the conversation in your support case.
Hello - I also have some users having this issue. Have you figured out what is going on or how to fix this?
Hi Rebecca!
Sorry to hear that you've also hit a snag when uploading a course to your LMS! I'd be happy to help troubleshoot and had some follow-up questions to start.
- Was the course you published for LMS created in Storyline or Rise?
- Have you tested the course in SCORM Cloud? It's an online LMS environment that can be used to determine if an issue lies with the project file or the LMS itself. If you test your course in SCORM Cloud and it performs as intended, then your issue is likely LMS-based.
- Can you provide a screenshot of the error message your learners have been encountering?
Also, if you're willing to share a copy of the project file here in the discussion or privately through a support case I'd be happy to take a closer look into this issue. We'll delete it from our system as soon as we're finished!
Hi Steven - Than you for your reply. The course was created in Storyline and loaded into ComplianceWire (our LMS). Of users that have attempted to take the course, it works fine for 95% of them. Some of the 5% that are having trouble are getting the following error.
I'd be happy to provide the file in a support case.
Best,
Rebecca
Hello Rebecca,
Opening a support case sounds good as this will give our support engineers a chance to take a look at your project file.
Can I also ask if you were able to test your course in SCORM Cloud as mentioned by my colleague Steven? Part of the troubleshooting that our support engineers will do is test how your course behaves in SCORM Cloud to see if the behavior is LMS specific. If you'd like to share your file with us through a support case, we'll be glad to test it in SCORM Cloud to see if we'll also get the error in your screenshot.
Hi All,
I am getting the same error for multiple users of ComplianceWire when launching e-learning courses developed in Storyline 360. I have tested some of them in SCORM Cloud and they appear to launch okay.
Just curious what the investigation found that may help me with troubleshooting this.
We have determined that it occurs mainly with Chrome and seems to launch okay with Edge.
Hi Charles!
Sorry to hear you've also hit a snag when launching courses through an LMS!
Smart move testing the courses in SCORM Cloud! If the behavior can be observed in the LMS but not in SCORM Cloud, we can confirm that the issue is with the LMS (ComplianceWire). I would suggest reaching out to your LMS administrator for assistance; they may request a debug log to help identify the problem.
I hope they can pinpoint the cause of the issue. But let me know if we can provide further support!
I am still researching this issue to discover root cause and have reached out to some of you on this discussion thread. Here is some additional information that might be helpful as we try to find root cause. I have submitted this information to UL-the ComplianceWire vendor and our IT department and now I am posting it here for Articulate and other users.
I you have any information that might be helpful, please share.
Hello Charles,
Thanks so much for sending this pdf of your email our way. Have you received any additional details from your vendor or IT Department in the past few days? It will be helpful to know so others who have come across this can share their experience in this thread.
Looking forward to hearing from you!
Hello all - Sorry for late replay here.... We learned that this relates to the web protocol used by ComplianceWire to launch the SCORM course. See email response from UL that I received. We made the change from http to https and are no longer having issues. Best of luck to everyone!
Hello Rebecca,
Thank you for your email concerning this error message.
Currently, your SCORM courses are set to launch with an older web protocol, http, instead of the newer protocol, HTTPS. This is controlled by a preference we can change for you.
What's happening is a recent update to Chrome made a change that blocks loading SCORM courses properly from HTTP. For now, using Edge is a workaround, but we don't know for how long since Edge is built from the Chrome code base.
There are two ways to correct this behavior:
The first solution is ComplianceWire preference can be changed to launch SCORM with HTTPS. This is the better long-term solution, but there's a catch - some SCORM content may not work properly launched as HTTPS, depending on how it was developed.
What would need to happen is you need to confirm that all your SCORM courses will launch as HTTPS; you will need to contact the authors of your SCORM courses to find out.
If that information isn't available, what we can do if you like is make the setting change in your Training environment and you can upload and test your courses.
Either way, once you've made sure your courses will still work, you can let us know to make the change in Production and we'll go ahead and take care of that for you.
The second solution is there's a setting that can be changed in Chrome on the user end to allow http SCORM content again. This can be done at the individual level or depending on how your network is set up, pushed out by policy. I've attached a short document on what the setting is and where to find it.
Please let us know how would you like to proceed.
Regards,
--
Stephen Connolly
Software Support Specialistthere is only ONE feature in storyline that needs https -> adaptive video
if you use static video storyline should work fine in all http enviroments
