Issues with courses loading

Nov 12, 2019

I've been trying to troubleshoot issues that we've been having with Storyline courses (we use 360) this year. I've hit a wall as far as figuring out what the common denominator is. We have users who get a white screen when they launch a course. Sometimes the white screen occurs midway through the course and sometimes at the very end, and sometimes on slides where they have to answer a "knowledge check" question. My work around is to just reset the course and that usually works but not consistently. Our courses run through HealthStream as our LMS. Here are the things I can describe:

  • I've used SCORM cloud to check the courses that we're getting issues with and they work fine
  • Courses in question are assigned to several thousand employees and by far most of them are completing them, but we've definitely had more employees with issues than what we would like (I'm getting upwards of 20 calls a week)
  • Happens on work computers and to those using outside computers (home, school, etc.), so doesn't seem to be our organization's browser settings
  • Our organization's default browser is IE 11 but most also have Chrome installed
  • Many times Chrome will work fine when they restart a course but not consistently to be the 100% fix all the time
  • I have been working with our LMS vendor and they're unable to pinpoint any issues. This issue is currently only seen with our courses that are built in Storyline.

I saw another post where it says that IE 11 doesn't support HTML5 and that is the setting that I use to publish courses. So I can certainly change that setting and see if that helps, but it is still puzzling that this occurs just for some people AND that it also occurs for people using Chrome (but maybe less often for Chrome). 

I wish I had some more definitive information. But I'm wondering if anyone has any suggestions? I'm attaching a SCORM file for one of the courses that we've seen issues with. 

4 Replies
Lauren Connelly

Hi Kari!

I'm happy to help! First off, thank you for sharing your file! 

I've tested the story_html5.html file in both Chrome and IE11 and didn't notice any issues. The course played perfectly. When uploading the course to the LMS, do you upload the .zip folder? 

Are the users who are noticing errors on the newest version of their browser?

Kari Thevenot

Hi Lauren, thanks for your reply. Yes, when I upload to our LMS, the .zip is what I upload. And this is our biggest challenge because so many are successful in completing courses and I can't replicate it. I don't always have that information as far as what browser they're using, but I know that this is being seeing in Chrome and IE 11, both the most current versions of those 2 browsers (when I know that they're using a work computer). Let me know if there's any other information I can provide! 

Kari Thevenot

I was able to get a few pieces of information from our LMS. For those using IE as their browser, it appears that 100% of those using IE are using IE 11. This is the vast majority of usage of our LMS. Next up would be Chrome. There are some users with Edge, Safari and Firefox but those are quite a few less and not anything that I'm really hearing about regularly.

Lauren Connelly

Hi Kari!

Thank you for grabbing the information from your LMS! I would also look to see if this is occurring on specific slides in your course. It's difficult to pinpoint the issue if it's not happening consistently. Another area to check is the system requirements for your LMS. 

I'm hoping if any of our community members have come across a similar issue in their LMS that they share their workarounds!

This discussion is closed. You can start a new discussion or contact Articulate Support.