Internet Explorer Issue

Has anyone ever seen this in his course:

This happens sometimes by opening a lightbox, but only in various version of Internet Explorer.

When the sign is shoping up, nothing else can be done. You have to close the WBT.

Does someone know what the sign means and how I can avoid this to come?

Using Storyline 1 Update 8.

 

 

81 Replies
Ashley Terwilliger

Hi Christoph,

You're still seeing that error message while in IE and using the latest version of Flash? Are you seeing this in all versions of IE? 

Since Storyline needs Flash within a browser to be viewable, I'm not sure I understand your question in terms of avoiding running into a flash warning. Are you testing the course within the intended publish environment or testing it locally? You'll want to confirm you're viewing it as described here. 

Christoph Krieger

Hi Ashley.

The issue was reported from some (about 10) customers. They are using IE versions between 8 and 11. I don´t know how many user are really effected (at all it is used by approxiamately 3000 user). I told them now to update to the latest flash version, but a self installation is partly blocked by corporate security policy.

I normally test my WBTs in Chrome and here everything is fine, but I can reproduce the issue by using IE11 (not always but sometimes). I run the latest flash version(16.0.0.305).

The WBT run on our LMS "efront", but I also tried in "Scorm Cloud" with the same result.

Ashley Terwilliger

Hi Christoph,

Do you have a link to the course that I could try in a few different browsers? Typically if it's opening and working in some browsers but not the others, it's a browser/security issue and since it's only reproducible sometimes, that leads me to believe it's more likely a browser issue as well. 

Andrew Gee

Hi All,

I am having the same issue with the GCOD (Grey Circle of Death) appearing for random learners and not for others.  

I am on a secure government network but have Adobe Flash v16 (latest) using IE8 and IE11 (both crash). I have tested on multiple PCs with different specs but all above the system requirements. I cannot use Chrome or other browsers and our default is IE8 but we are testing IE11.  So IE8 is my only option for live courses.  We are using Capabiliti for the LMS.

I have done some memory monitoring and noted that when a certain slide starts the Private Bytes usage jumps up by 800MB (I am using Process Explorer to monitor the memory).  This is not right as the slide contains less graphics, video, animations etc than the previous slide which only jumps around 300MB which is still quite high in regards to memory usage.  Have also noted that the memory is not released when going to the next slide and just continues to chew up the memory until it crashes.

I am wondering what causes this seeing the whole course is only 26.5MB when published with very little animation, video, triggers etc.  In fact I have removed and reduced the size of some of the videos and graphics to try to alleviate but no luck.

This is becoming very concerning as I am hesitant to produce more complex system training courses as they will not be reliable if a tiny course cannot be guaranteed to run smoothly.

Question: Has Storyline been thoroughly tested for memory leaks when transitioning between slides as well as memory retention issues as I am seeing both?

If this is a browser issue then why is it happening on some IE8 machines and not others?

Am happy to send you the course but will have to be via private link due to our security policies.

Thanks

Andrew

Ashley Terwilliger

Hi Andrew,

When I took a look at Christoph's course before I was not able to replicate the issue in my IE browsers which did include IE8 and IE11. If you'd like to share with our team, you can send along the course files here and I'd also be curious to know if you tested this course outside of your LMS in SCORM Cloud for example? It's an industry standard for testing SCORM content so it's another good way to check into the behavior. 

Andrew Gee

Thanks Ashley.

Waiting on further update and hopefully resolution.

Andrew
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Nicholas Spendley

Ashley, Have we determined what is causing the issues mentioned above?  I too am having the same issues with a course that I just released. I am am using IE9 (Other System restrictions), Flash 17.0.0.188, Various ram download speeds. Tried expanding Flash local storage, tried Chrome. Still getting the GCOD as described above. Also, it is random and happening in my two longest courses.Thoughts?

Ashley Terwilliger

Hi Nicholas,

I checked in on Andrew's case and it seems that Wilbert asked him to try replacing the problematic screencast with one conducted at a lower resolution to deal with the memory hog issues he was experiencing. I don't see additional replies from Andrew on if he was able to go through those steps. 

How long are the courses? A lot of slides, media, etc.? Have you looked to see if it's a server memory issue as well, potentially try to load one up into the environments here? 

Nicholas Spendley

The lessons that seem to be causing the issue consistently are the larger lessons.  Since my last post I have had my trainees using Chrome and it seems to be a fix. However, Chrome is not compatible with other systems in our network. 

Question: Trying to narrow down the cause, do you see issues with courses designed in Storyline 2 when viewed from IE9.  (I'm using Traincaster as my LMS) 

SN: If you can't already tell I am new to ID. :)

Andrew Gee

Hi Ashley/Nicholas,

Firstly I have not done any further testing regarding this issue as I am not in a position to troubleshoot on behalf of your development team which should be able to take our examples and information and identify this issue is a real issue and a very frustrating one.  I do not have time tio do their job for them.

Secondly the issue IS with recording screencasts at high resolutions and the course cannot cater for these recordings due to lack or inability to manage memory when running in IE 8 through to IE11 when using Flash player and not HTML5 (HTML5 does not have this issue at all).  The fact the course pre-loads slides is causing the fault as the slaides contain high resolution video and they are all loaded at once.  This is especially worse if the videos are on layers on the slides being preloaded.

I have confirmed this as I now have course with high resolution recordings but inserted as step by step mode as this breaks the video into smaller and more memory manageable chunks which does not cause the issue but when the whole video is inserted as one then it crashes.  I have since recorded small file size high resolution videos and these have crashed the course when not split into step by step as well.   This is most dissapointing as high res is required for my courses and step by step increaes my workload ten fold.

In conclusion I would not recommend recording high resolution videos to be placed in Storyline without being broken up (step by step or try mode.)  It is a shame that Storyline cannot handle high resolution video as this is a must in this day and age given the increased resolution available on PC's and TV's. 

As for suggesting to run using other versions of IE or Chrome.  Some of us are on secure government networks and cannot “willy nilly” change our software configs as easily as a private users may be able to so I will not be able to have learners use anything other than IE8 at the moment (this has been mentioned previously several times).

Some consideration of variable s and the many scenarios that this software can be used in and for should have been thoroughly tested before release.

I am disappointed this seems to not have been done and advice to not use high resolution video to me states that the software is not up to par with competitors and todays standards.

My apologies for being a bit short but I am sick of dealing with software vendors whom either didn't test thoroughly in the first pace or cannot be bothered assisting to the best of their abilities rather than passing the testing off to end users/paying customers.

I trust this will be taken as the issue and Storyline developers will accept there is an issue with the software and earlier versions of IE with Flash Player.

Thanks

Andrew

 

 

 

Nicholas Spendley

Andrew,

Thank you for your feedback.

That confirms my theory.

We have taken our two largest courses, cut them in half and are testing.

Not a preferred solution, but acceptable for now.

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Ashley Terwilliger

Hi Andrew,

Thanks for providing an update here and some additional information. To continue troubleshooting this on our end, we'd like to see if recording the screens at a lower resolution helps. We've also asked our QA team to double check if there are any ways to optimize our published output, but memory consumption is largely controlled by the size of the assets in the course. We've included this thread and your previous case in the report filed with our QA team so that once there is any additional information to share we're able to update it here. 

Andrew Gee

Hi Nicholas,

I have done many course now and have found that any high resolution video causes meemroy hogging and crashes in 99% of cases.

The step by step mode allows the course to break up the screencast and therefore the memory used per preloading slies is minimal.

Phil,

My screencasts are at full screen at 1920 x 1200 and my courses are now being published at 988 x 641 which means the screencasts are higher but I have tried with smaller resolutions and the software packages we use does not cope well with non-full scren resolutions and results in burring etc, if I use the zoom feature it is even worse.  I have also tried reducing screen resolution but software pckages have trouble with this as same issue as before.

Ashley,

Thank you for the follow up, i guess it is a case of older technology eg. IE8 that is unfortunately being used by organisations and now we are moving into even getting rid of IE with the new Windows 10 Spartan (in my case I am stuck with IE8 and won't be moving to IE11 for a long time yet.  I understand it is hard to have software developed to ensure it waorks across the miriad of combinations of software and hardware but video data should have been a real focus if this software is to comete in future markets and not just be a supersized version of Publisher (no insult intended just the way it feels att he moment).

Hopefully newer versions will support better video resolution and file sizes.

Thanks again.

Andrew