Player not appearing - seemingly random

Hiya, just confirmed for you that it doesn't appear to be, this has occurred on IE and Chrome as far as we know.

Thanks Matthew. We haven't tried it in the cloud no, we have tried replicating it from the site in many ways and failed.

I agree with you that it is probably the latter. And yes, it's Storyline 1 and  updated to the latest version. The annoying thing this is that this was never an issue and now we are getting maybe 2 or 3 cases a week.

Hi, Tim -- Thanks for reaching out, and I see that Matthew is providing some really great input! As he mentioned, testing a course published for LMS in the SCORM Cloud is the best way to determine if the issue is with the course itself, or more a matter of how the course is behaving within your LMS. Typically, if your course functions properly on the SCORM Cloud, we recommend that you reach out to your LMS provider directly for their input on the situation. 

Please see this article for additional information on How to Troubleshoot Your LMS with SCORM Cloud. 

Is your Moodle server up to date? - make sure you aren't running some really old version of Moodle - you could also try to reproduce this on https://moodlecloud.com/ 

It might also help for you to define what you mean by the player not appearing.. Is the SCORM configured to open in a new window? - is it the browser pop-up blocker that is getting in the way? - try getting a screenshot of what occurs when the player doesn't appear - something will be showing on the screen. Post the screenshot here or use the "SCORM forum" in the moodle.org community forums and post it there and include full details on the Moodle version you are using.

Thank you all, I will pass this all on to the guys who deal with this stuff and go from there. If I get a screenshot I will of course post it up.

Hiya Dan, I got a screenshot for you but I don't think it is going to be much help,  please do let me know what you think... and yes, we updated to the latest Moodle version in January.

A blank page like that typically suggests that a server/PHP error has occurred. You could try turning Moodle's debugging setttings on - escalating the level to "developer" and turn "display errors" on then try and reproduce it and see if you get any further information instead of just a blank page like that.

Thanks for your help Dan, I'll pass that on. :o)

Hi Dan,

I'm the developer currently working on this issue with Tim. Thank you so much for your advice so far - it's been a great help.

I think the issue being reported to us is network-related - due to the fact that it only occurs within larger organizations that tend to have higher levels of filters at the firewall level. Also, so far we've been able to resolve these issues by instructing the network administrators of these organizations to make adjustments to their security to allow access to all files from our website.

With this in mind, we're currently putting together a plan to host the SCORM files on a cloud service (S3 / Dropbox etc.) and keeping our Moodle installation where it is. Do you have any pointers that you could give us for carrying out such a change, please?

Thanks in advance,
Mark

Hi Mark!  Here's a great blog article highlighting 4 easy ways to share your course (we had to edit the Google Drives information due to some changes they're making).  I hope that is a good starting off point!

I'm not convinced that moving the files onto an an external server will help - it may compound the issues. If the organisational firewall was the issue (I'm not convinced by that looking at the blank screen in the screenshot which looks more like a php/server error) The org may have to add extra rules to cover the s3/dropbox location on top of the existing rules they have added for your domain.