My course ran fine in IE but not in Chrome (see attachment) until I changed the security options in Chrome. I just updated to the latest installation (Update 12: 1705 520) for Storyline 2. After updating my course and posting again online, it still does not run in Chrome (tested on another's computer and my iPhone since my security is updated). I can't imagine telling all of our users that they have to update their security options in Chrome... or use IE. Any one have any thoughts?
Thanks for the update Dee. I do see where you've reached out to our support team (01088808) and you should be hearing from someone soon. I'll follow along as well :)
Hi Leslie, I haven't gotten much assistance from Eloisa. It seems we are going around in circles. Is there any way you can check? I appreciate your thoughts. Thank you!
I don't think you are going in circles, but I do see where the conversation could be confusing.
Here's what I found in my testing:
1. Your link on your temporary server ONLY works in Flash - it does not work in any browser that does not utilize Flash first - failed for me in Firefox, Chrome, and Safari.
2. Publishing your file to Tempshare works as expected for me in all environments - looks like this worked for you as well.
3. If you are publishing for the web, you should not need to add any locations that the local article shared. Have you tested on your actual web server yet?
I'm not clear on if you have published for Tempshare for some comparison testing yourself.
We typically see the issue you are seeing when the user is viewing the HTML5 content in an unsupported browser, but this does not seem to be the case for you.
If the content works when you publish and upload to Tempshare, you may need to look into the specs of your web server to see why this is not working.
I have made a note in your case that I was responding to you here and it looks like Eloisa did reach out for clarification from a Senior Support Engineer, but we can certainly escalate your case if needed.
Thank you for your testing. I guess my question is "why" is it that my link on my temporary server ONLY works in Flash - it does not work in any browser that does not utilize Flash first - failed for me in Firefox, Chrome, and Safari. How can I get it to work on my server? Is the common denominator "My Server" (that's what I'm hearing). If so, do you have any ideas of what I should check on my server?
It's precisely why I was asking if you are able to replicate in any other environment. Your actual server or Tempshare (then you could compare perhaps).
Update Eloisa on your testing via your case and then, as I mentioned before, we can escalate to see if your Senior support can dig a bit deeper.
The inability to replicate via Tempshare on my end, does seem to indicate something with the server, but that is not something I'm savvy with.
I just received Eloisa's reply only to be told what I already knew and started the conversation with. The course does not work until the security options are changed in Chrome - which would have to be set on each individual's computer running the course. As I said when I started the post. "I can't imagine telling all of our users that they have to update their security options in Chrome... or use IE." 13 days later I'm still at square 1. Attempts to help is not lost on me and is much appreciated... just not the result I was hoping for.
I'm sorry for the frustration and confusion around this issue. I took a look at your case history and the help Leslie has provided here to try and clear a few things up.
The behavior with security settings in Chrome or other browsers appeared limited to your server, since Tempshare worked as expected.
The settings you'd need to change within your server are not something our team can do or provide direct help on.
Eloisa's last suggestion to add your server as a trusted site would have to be done on each machine who ran into the security settings. Perhaps your IT team has a way to deploy this to a number of computers?
If the course is currently hosted on a test server, is that different than where users will be accessing the course once live? If so, I'd test it there - as it may only be the test server causing the security issues.
Again, I'm sorry for the lack of clarity here and any added frustration it caused. If there is anything else I can help with, please let me know.
17 Replies
Hello Dee!
Sorry to hear that you ran into difficulty with this. Would you be able to share your .story file so that we could take a look?
You can simply use the 'Add Attachment' option right here in the bottom left of the reply window.
Thanks
Hello Dee - looks like you may be sharing a file from your published output.
I'm hoping to see the actual project file, which is a .story file extension. The one you are building and using within your Storyline software.
Sorry -- I misunderstood. Should these files be shared in an open forum or is there another way?
You are certainly welcome to share here in the forums. If you'd rather or need to share privately, you may do so here.
Thank you -- I submitted a case. :)
Thanks for the update Dee. I do see where you've reached out to our support team (01088808) and you should be hearing from someone soon. I'll follow along as well :)
Thank you!
Hey Dee - I popped in to check on your case this morning and see that you are working with Eloisa.
I did reply to let you know that replying via e-mail is the way to keep in touch with us regarding your case as well.
Hi Leslie, I haven't gotten much assistance from Eloisa. It seems we are going around in circles. Is there any way you can check? I appreciate your thoughts. Thank you!
Hi Dee - I'm taking a look now.
Hi Dee!
I don't think you are going in circles, but I do see where the conversation could be confusing.
Here's what I found in my testing:
1. Your link on your temporary server ONLY works in Flash - it does not work in any browser that does not utilize Flash first - failed for me in Firefox, Chrome, and Safari.
2. Publishing your file to Tempshare works as expected for me in all environments - looks like this worked for you as well.
3. If you are publishing for the web, you should not need to add any locations that the local article shared. Have you tested on your actual web server yet?
I'm not clear on if you have published for Tempshare for some comparison testing yourself.
We typically see the issue you are seeing when the user is viewing the HTML5 content in an unsupported browser, but this does not seem to be the case for you.
If the content works when you publish and upload to Tempshare, you may need to look into the specs of your web server to see why this is not working.
I have made a note in your case that I was responding to you here and it looks like Eloisa did reach out for clarification from a Senior Support Engineer, but we can certainly escalate your case if needed.
Thank you for your testing. I guess my question is "why" is it that my link on my temporary server ONLY works in Flash - it does not work in any browser that does not utilize Flash first - failed for me in Firefox, Chrome, and Safari. How can I get it to work on my server? Is the common denominator "My Server" (that's what I'm hearing). If so, do you have any ideas of what I should check on my server?
'Why' is the toughest Dee.
It's precisely why I was asking if you are able to replicate in any other environment. Your actual server or Tempshare (then you could compare perhaps).
Update Eloisa on your testing via your case and then, as I mentioned before, we can escalate to see if your Senior support can dig a bit deeper.
The inability to replicate via Tempshare on my end, does seem to indicate something with the server, but that is not something I'm savvy with.
I just received Eloisa's reply only to be told what I already knew and started the conversation with. The course does not work until the security options are changed in Chrome - which would have to be set on each individual's computer running the course. As I said when I started the post. "I can't imagine telling all of our users that they have to update their security options in Chrome... or use IE." 13 days later I'm still at square 1. Attempts to help is not lost on me and is much appreciated... just not the result I was hoping for.
Hi Dee,
I'm sorry for the frustration and confusion around this issue. I took a look at your case history and the help Leslie has provided here to try and clear a few things up.
Again, I'm sorry for the lack of clarity here and any added frustration it caused. If there is anything else I can help with, please let me know.
Thanks for your response.
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