Simulated training using "show it" and "try it" providing incorrect feedback for some users

Jul 11, 2020

Gerda Jacobi
By Gerda Jacobi

I have a course that simulates a software program. It starts out with the "show it" option and then goes to "try it". I've published it in a health care learning management system called Relias. I'm getting feedback from users that on certain slides they get a response of "incorrect" even though they're clicking on the right area. I've tried it myself and was inconsistently having the same problem, but it varied with whether I was using my work laptop or my personal laptop. Google Chrome worked better but not always.

I changed the settings to "reset to initial state" and republished it. I am now not having any issues myself but still some users are reporting that they can't get past certain slides. It's not a consistent pattern (no specific slide). One reported a problem with slide 1.1. another with slide 1.3. In the past many had trouble with slide 1.7. I'm not able to replicate the problem anymore as it's all working for me. Any idea what could be causing the issues? I've considered redoing the whole thing but I don't know what I should do differently. 

7 Replies
Lauren Connelly
almost 4 years ago07/13/20 at 7:19 pm (UTC)

Hello Gerda!

I'd love to help! I've tested the course on my end and didn't have any issues. 

We'll need more details to get to the bottom of this snag! Are your users viewing the course in a specific browser? Do you have any other courses in the LMS that are freezing or just this one?

Once we grab more information, we'll continue troubleshooting!

Gerda Jacobi
over 3 years ago07/17/20 at 11:52 pm (UTC)

Thanks for responding. I've been hoping to get some information from users that will shed further light on this issue. I'm not seeing any consistent pattern. So far, I've been encouraging people to use Google Chrome as IE does cause freezing. That's a known issue. It seems that using a work computer versus their personal computer for this course isn't a factor. (Thinking there might be a firewall or extension on the work computers). We do have other modules running on this LMS and we're having other issues there, not freezing. And in that case, it seems that using a work computer is a factor. But for this course, some have been successful on work computers. I'm out of ideas for this particular issue. I'm thinking of running a survey for those who were successful, and those who are struggling, to get some more details and try to find a common denominator.  Can you suggest some questions to ask?

Lauren Connelly
over 3 years ago07/21/20 at 2:18 pm (UTC)

Hi Gerda!

After looking at your project, I noticed that you're publishing using HTML5 with Flash Fallback. Chrome is HTML5 compatible but there are a few snags with Internet Explorer since it still relies on Flash. I'd suggest publishing the course using HTML5 Only which should help with the freezing!

Here's what that setting looks like:

I'd suggest sending an updated version of the course to users who are having issues with the course freezing! Let me know if this does the trick. I appreciate you troubleshooting this one with us, Gerda!

Lauren Connelly
over 3 years ago07/23/20 at 4:43 pm (UTC)

Hi Gerda!

Thank you for sharing the screenshot! It looks good to me.

It could be an issue with the LMS. Have you had any issues with the course playing outside of the LMS? If you're interested in testing your course in another LMS environment, we use SCORM cloud which is a free industry standard testing engine! Here's more information on how to upload your course to test in SCORM cloud.

If everything looks good in SCORM cloud, then I'd suggest connecting with one of our Support Engineers! Here's the link.

Kenna Green
over 2 years ago10/15/21 at 3:08 pm (UTC)

Hello,

I know this thread is slightly old, but I just wanted to say I am having the same issues using Storyline and Relias. I have been dealing with this for several months and have done a ton of troubleshooting (and contacted and troubleshot with Relias- which it isn't the LMS). There is no rhyme or reason! However, we have hundreds of employees relying on these courses to perform and it is very disappointing when they freeze, tell the user the answer is incorrect when in fact it is correct, or similar type issues. I have read other (older) threads as well with people having issues with Relias and Storyline. Is there a compatibility issue? Has anyone gotten to the bottom of this? Like mentioned there is no rhyme or reason and we have tested in numerous scenarios. It will be perfect for some users and for others it is terrible! It is also frustrating to see people have been having issues with Storyline and Relias for several years now, but I'm not seeing many solutions. Is this a problem that engineering is aware of?What are some suggestions?

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