Help! Error msg. "XXX.com is not responding due to a long-running script." Why is this ocurring?

I've published and deployed a course in our LMS. Certain users are getting stuck at one particular quiz/question slide (which is a freeform drag-and-drop); they can't advance. The error message they're getting is "XXX.com is not responding due to a long-running script." I can't seem to replicate the issue on my end. I've even loaded the course to SCORM Cloud and can't replicate it there either.

Does anyone know what could be causing this? 

9 Replies
Laura Payette

The LMS team, unfortunately, doesn't have a good answer. For the purpose of testing, I published out just the quiz question (no other content in the course) and had the LMS team load it. They're getting the same issue/error message as when the question was part of the longer course: "Not responding due to a long running script.”

So, I went in and tested the published question in three browsers, plus SCORM Cloud. It works with no issue in SCORM Cloud. It hangs slightly in Chrome and in Firefox, but not terribly long and then it does continue. However, in IE (both in v11 and v9) it hangs indefinitely and you cannot proceed.

Any idea why this would be happening? The question is a simple freeform drag-and-drop with no variables, no extra data, nothing.

Laura Payette

It does't hang at all in SCORM Cloud in any browser (IE, Firefox or Chrome). It hangs briefly in our LMS in Firefox and Chrome but then continues. It hangs indefinitely in our LMS in IE. At this point I'll just rebuild the question in a different way. But I'm curious (and stubborn!) and want to understand why this would be happening. :)

Laura Payette

Unfortunately, this continues to be an issue and it's bothering me that I can't figure it out! I created a new course from scratch and only included the "buggy" question in it (rebuilding it from scratch). We ran it through our LMS and it worked!

So then I added the rebuilt (and correctly working) question to the full course, replacing the original buggy question; I published the full course and we put it in our LMS to test. No dice. We got the same "hanging" issue as before. However, the course worked just fine in SCORM Cloud in both IE and Firefox (didn't test Chrome this time). I don't understand! But I do want to bang my head against a wall.

I finally decided just to make the question T/F so I could move on. We reloaded the course and all is hunky dory -- EXCEPT! There's another identical freeform drag-and-drop question later on in the course. It's now hanging in IE in our LMS (but works just fine in SCORM Cloud).

Help! Why in the world is this happening? Can I submit this to someone on the team there to take a look at? I'm perplexed! Especially since the same freeform drag-and-drop functionality exists in other courses that are working correctly on our LMS (at least as far as I know).

Ashley Terwilliger-Pollard

Hi Laura,

So it only hangs on that particular question type upon reaching the question in your LMS? Our team would test in SCORM Cloud as well, so if it's behaving as expected there I'm not sure what else we could offer but we're happy to take a look if you can send it along to us here.  My other thought would be to look at enabling LMS debug mode so that you could provide your LMS team with the data and connections that are being sent back and forth to help them further identify what may be causing the course to hang up.  Also is it only hanging in IE in your LMS? Do they support particular browsers or set ups? I'd look at trying in other browsers.

Scott VanDeKeere

Anyone else experiencing this issue?  I'm getting the same error when playing through Sum Total LMS using IE11.  Works okay outside of LMS.  No option to have users change browser so I will just have to rework the question into another type.  But it irks me that this is a question type (free form drag and drop) that I will not be able to use.  Seriously, Articulate Support, stop making excuses and at least make an effort to investigate some of these issues. 

Crystal Horn

Hey there, Scott.  I can certainly understand your frustration.  When you say that it "works okay outside of LMS," has it been tested in SCORM Cloud?  I know Ashley mentioned it above, but that is the testing engine that we use to try to troubleshoot LMS issues.

Regardless, if you'd like to work with our support team, they'll be happy to investigate what's going on and to provide you with any insight, updates or workarounds that we have to offer.