I have a Storyline 3 file that is not playing when viewed on either IE or Chrome. The file is on a LearnUpon LMS and is a HTML5 only file. We had reporting issues with using flash so had to remove this completely.
Users were able to view the flash file, but cannot see the HTML5 version.
This issue is only affecting some users. I can launch the HTML5 course from the LMS in both IE and Chrome, which makes me think it may be an issue with computer setting rather than the browser.
Has anyone experienced this issue? And were you able to fix it?
Are users unable to view the entire course or a certain slide? There could be a certain media file that is preventing users from viewing the course in the HTML format.
I'm happy to test your file! Would you mind sharing your file with us? You can do so by using the "add attachment" button in this discussion. Or you can share the file privately with me by using this link.
The whole course won't load, but it seems like it is something blocking it at the users end, rather than a problem with the course. We haven't got any media files except for .png images. There is no audio/no video.
It is odd though that only a few users are not able to access the course. It could likely be a browser setting on the learner's side, do you happen to know if they are seeing an error message when accessing the course?
They are getting an error message when they open the developer tools in the browser, I have attached a screen shot for you.
I was wondering, could having a web object loading in slide be causing these problems? I only ask as Lauren mentioned media files and I wondered if this would be similar? If this was the problem would you expect the course to not-load in this way? i.e. not loading at all, rather than not loading the specific screens causing the issue?
I should add though that we are having the same issue with a second package though, which is a straightforward assessment - no video/audio/web object/links at all. It shouldn't be loading any external content and yet this also doesn't load.
The 403 (forbidden) error message your learners are seeing could be the result of a few different reasons. I am going to open a support case for you so our Support Engineers can investigate this issue further!
Please be on the lookout for an email from Articulate Support!
I am experiencing an issue similar to this where courses I publish as HTML5 dont launch in Edge on LearnUpon. Did you find a solution to this Elizabeth?
Our problem was specifically with the clients computer and we worked out that their system was blocking the HTML from launching. They needed to “whitelist” the learnupon site and the package URL (basically let their system know that it was a “safe” site) once they did that we didn’t have any problems with launching. Hope that helps!
Hi there....I'm having this issue currently. What are current day things I should check to get my HTML5 course to open beyond the black screen of death in IE? Thanks! (And I am using the Modern Player, if that matters)
11 Replies
Hi Elizabeth!
Are users unable to view the entire course or a certain slide? There could be a certain media file that is preventing users from viewing the course in the HTML format.
I'm happy to test your file! Would you mind sharing your file with us? You can do so by using the "add attachment" button in this discussion. Or you can share the file privately with me by using this link.
Hi Lauren,
The whole course won't load, but it seems like it is something blocking it at the users end, rather than a problem with the course. We haven't got any media files except for .png images. There is no audio/no video.
Thanks,
Elizabeth
Hi Elizabeth,
Thank you for the added context here!
It is odd though that only a few users are not able to access the course. It could likely be a browser setting on the learner's side, do you happen to know if they are seeing an error message when accessing the course?
Hi Vincent,
They are getting an error message when they open the developer tools in the browser, I have attached a screen shot for you.
I was wondering, could having a web object loading in slide be causing these problems? I only ask as Lauren mentioned media files and I wondered if this would be similar? If this was the problem would you expect the course to not-load in this way? i.e. not loading at all, rather than not loading the specific screens causing the issue?
I should add though that we are having the same issue with a second package though, which is a straightforward assessment - no video/audio/web object/links at all. It shouldn't be loading any external content and yet this also doesn't load.
Thanks!
Elizabeth
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Hey Elizabeth,
Thank you for providing that screenshot!
The 403 (forbidden) error message your learners are seeing could be the result of a few different reasons. I am going to open a support case for you so our Support Engineers can investigate this issue further!
Please be on the lookout for an email from Articulate Support!
Thanks Vincent, much appreciated!
Hi all,
I am experiencing an issue similar to this where courses I publish as HTML5 dont launch in Edge on LearnUpon. Did you find a solution to this Elizabeth?
Gabby
Hi Gabby,
Our problem was specifically with the clients computer and we worked out that their system was blocking the HTML from launching. They needed to “whitelist” the learnupon site and the package URL (basically let their system know that it was a “safe” site) once they did that we didn’t have any problems with launching. Hope that helps!
Thanks,
Liz
Hi Gabby,
I'm glad that Liz was able to pop in and provide an update on her experience.
I'm curious if you run into a similar issue when the content is loaded onto SCORM Cloud for testing or is the issue only happening with your LMS?
Hi there....I'm having this issue currently. What are current day things I should check to get my HTML5 course to open beyond the black screen of death in IE? Thanks! (And I am using the Modern Player, if that matters)
Happy Monday, Danita!
I'm happy to troubleshoot this with you.
My hunch is that your browser settings or company security settings may be blocking access to the course. While Storyline 360 HTML5-only content will work in Internet Explorer 11, it won't work with Compatibility View since it mimics Internet Explorer 7.
As a good first step, let's check that Compatibility View on your local computer is turned off. Here's how: