I created a software simulation with storyline 360 and it freezes or will not play in IE11. It sometimes has problems in Firefox as well. Is this because of the size of the course? The quality of the course (resolution)? Users haven't had a problem in chrome that I am aware of.
No apologies necessary, Tyler! I'm also not fully aware of the root cause, but what we were seeing is that an LMS forcing a course into compatibility mode would not allow the Flash or HTML5 content to play, even if you had included Flash as a fallback method. The compatibility mode isn't up to date for HTML5 support, and then wasn't sending the correct information to Storyline to then display the Flash version.
Republishing the content and uploading a new copy to your LMS should resolve it - if not, we'll want to work with you one on one in a support case. You may also want to check that you're not seeing a cached copy by testing the new version in a private browsing mode, or clearing the browser cache.
Wondering if anyone here that was experiencing this issue, did the upgrade yesterday and can now successfully publish. It didn't work for me (yet). The html files all look like they have the correct code inserted, but my course window (in my LMS) comes up blank still.
Turning off compatibility mode works and using Chrome works, but neither of these are options for us.
I've written back to the Articulate Support person I was dealing with and explained this:
"Hi Ryan:
It's odd, but the updated didn't solve the issue. It looks like it should....I mean my html files that I was inserting the code into, now have that code automatically, but the courses are still not showing in the LMS.
The course works now, but only if I force the course to open in a new launch window. This was not the case with SL360 a few versions ago before this error/bug appeared.
Using the launch window is not ideal for my LMS (and I bet others) because users then tend to close the launch window (where the LMS player is) and then tracking is lost.
Here’s a screen shot of my LMS course window. You can see it has a “player” to it…so the HTML code you’ve added in, doesn’t overwrite (I know that’s not the right term) the player window. Only if I launch into a new window does the course show. I’m not sure what’s different between the SL360 version now and 2-3 versions ago, but something is still off."
What LMS are you using? I’m starting to think this may be an LMS issue. The thing that is odd is my course works perfectly fine in IE when launching from SCORM Cloud but not my LMS.
It's not specific to an LMS (however mine is called LiME). I think it is specific to any LMS's that happens to have a "player/package" around the page that courses are run within. The html code that is now added the the files that launch the courses, does force IE to ignore any compatibility issues, but if your LMS also has places a player/package around the course, then the coding does not know to ignore this as well.
Again, this issue/bug was not present 2-3 versions previous. I've been using SL360, SL3, Storyline 2, and 1 prior to this for many years now and have never had to force the Launch in a new window.
I'd be happy to send a link to one of the courses directly to you to forward to them if you wouldn't mind. Do you have a direct contact email I could send it to?
I have created credentials that they can use to login as well.
We are also experiencing this issue as we are trying to move away from Flash as the primary output. We do not use an LMS and are also experiencing sporadic behavior with Internet Explorer 11. We have corporate customers who's network policies prevent any other browsers from being installed. Thus we must find a way to make it work with Internet Explorer 11.
Do you know if your IE11 browser is going to compatibility mode? We've seen that happen mostly within an LMS when the courses are published from storyline 360, but it sounds like you're publishing for Web? Do you upload to the web server or have you been testing it locally?
Have you installed the latest update to see if the fix worked for you?
We did install the latest updated. We publish to Web. I had to create a loading page that asks the customer to pick which format they want. Auto Detect, HTML5, Flash, or Mobile to get around HTML5 as the default not working. The people in IE 11 that had issues seem to be fine with Flash (if it's installed correctly.) We do not use an LMS at this time.
I see you recently submitted a case on this issue, and I replied yesterday requesting a copy of your file. Let's keep the conversation going in your case!
I was given two options, get my LMS vendor to add in the HTML code or turn off compatibility. Neither of these options are available to me as solutions. I've had to go with the Launch button, which is not ideal in our system as, surprisingly, it confuses learners and they then close the Launch window (which is the window that tracks the completion) and leave just the course open...when then finish (if they closed that launch window) they close the course window and no record of completion is sent to LMS.
My confusion here is why did SL360 work fine 2-3 versions ago? What changed? Nothing on my end...I've got no control/access to anything on this side.
I'm not fully aware of what changed in the latest updates of Storyline 360, but I'll continue following along with your case and sharing updates here as Ryan provides more information.
154 Replies
No apologies necessary, Tyler! I'm also not fully aware of the root cause, but what we were seeing is that an LMS forcing a course into compatibility mode would not allow the Flash or HTML5 content to play, even if you had included Flash as a fallback method. The compatibility mode isn't up to date for HTML5 support, and then wasn't sending the correct information to Storyline to then display the Flash version.
Republishing the content and uploading a new copy to your LMS should resolve it - if not, we'll want to work with you one on one in a support case. You may also want to check that you're not seeing a cached copy by testing the new version in a private browsing mode, or clearing the browser cache.
Wondering if anyone here that was experiencing this issue, did the upgrade yesterday and can now successfully publish. It didn't work for me (yet). The html files all look like they have the correct code inserted, but my course window (in my LMS) comes up blank still.
Turning off compatibility mode works and using Chrome works, but neither of these are options for us.
Hi Tracy, same problem with me as well. No luck.
I've written back to the Articulate Support person I was dealing with and explained this:
"Hi Ryan:
It's odd, but the updated didn't solve the issue. It looks like it should....I mean my html files that I was inserting the code into, now have that code automatically, but the courses are still not showing in the LMS.
The course works now, but only if I force the course to open in a new launch window. This was not the case with SL360 a few versions ago before this error/bug appeared.
Using the launch window is not ideal for my LMS (and I bet others) because users then tend to close the launch window (where the LMS player is) and then tracking is lost.
Here’s a screen shot of my LMS course window. You can see it has a “player” to it…so the HTML code you’ve added in, doesn’t overwrite (I know that’s not the right term) the player window. Only if I launch into a new window does the course show. I’m not sure what’s different between the SL360 version now and 2-3 versions ago, but something is still off."
Hi Tracy,
What LMS are you using? I’m starting to think this may be an LMS issue. The thing that is odd is my course works perfectly fine in IE when launching from SCORM Cloud but not my LMS.
It's not specific to an LMS (however mine is called LiME). I think it is specific to any LMS's that happens to have a "player/package" around the page that courses are run within. The html code that is now added the the files that launch the courses, does force IE to ignore any compatibility issues, but if your LMS also has places a player/package around the course, then the coding does not know to ignore this as well.
Again, this issue/bug was not present 2-3 versions previous. I've been using SL360, SL3, Storyline 2, and 1 prior to this for many years now and have never had to force the Launch in a new window.
Hi Tracy and Patrick,
Can you share a link to one of your non-working courses? I can then get our engineers to take a look at what's happening!
Thanks!
I can't share a link to my lms courses. Happy to connect with them if needed. I did forward information to Ryan in support.
I'd be happy to send a link to one of the courses directly to you to forward to them if you wouldn't mind. Do you have a direct contact email I could send it to?
I have created credentials that they can use to login as well.
We are also experiencing this issue as we are trying to move away from Flash as the primary output. We do not use an LMS and are also experiencing sporadic behavior with Internet Explorer 11. We have corporate customers who's network policies prevent any other browsers from being installed. Thus we must find a way to make it work with Internet Explorer 11.
Hi Patrick,
Sure thing - can you upload it to me here?
You can include the link and credentials in the description area.
Hi Nick,
Do you know if your IE11 browser is going to compatibility mode? We've seen that happen mostly within an LMS when the courses are published from storyline 360, but it sounds like you're publishing for Web? Do you upload to the web server or have you been testing it locally?
Have you installed the latest update to see if the fix worked for you?
OK, I have sent the information using that link.
Thank you,
Patrick Thompson
Thanks Patrick! I got it and will get in the hands of our Engineers.
We did install the latest updated. We publish to Web. I had to create a loading page that asks the customer to pick which format they want. Auto Detect, HTML5, Flash, or Mobile to get around HTML5 as the default not working. The people in IE 11 that had issues seem to be fine with Flash (if it's installed correctly.) We do not use an LMS at this time.
Hi there Nick,
I see you recently submitted a case on this issue, and I replied yesterday requesting a copy of your file. Let's keep the conversation going in your case!
I was given two options, get my LMS vendor to add in the HTML code or turn off compatibility. Neither of these options are available to me as solutions. I've had to go with the Launch button, which is not ideal in our system as, surprisingly, it confuses learners and they then close the Launch window (which is the window that tracks the completion) and leave just the course open...when then finish (if they closed that launch window) they close the course window and no record of completion is sent to LMS.
My confusion here is why did SL360 work fine 2-3 versions ago? What changed? Nothing on my end...I've got no control/access to anything on this side.
Hi there Tracy! I popped into your case, and I wanted to share the article that Ryan shared with you, in case it will be helpful to anyone else in this thread: Storyline 360 and Studio 360: Flash Output Is Blank in Internet Explorer 11.
I'm not fully aware of what changed in the latest updates of Storyline 360, but I'll continue following along with your case and sharing updates here as Ryan provides more information.
Hi,
Just to check if the issue described in this thread above is now resolved according the the What's New info?:
August 29, 2017 (Build 3.8.13087.0)
Fixed: Flash output wouldn't play in Internet Explorer with Compatibility View enabled.
Hi Daniel,
Yes, in Storyline 360 you will have that fix. If it still is causing difficulty for you, you'll need to follow the steps here.
Let us know if you need anything else.
Hi, has the issued been resolved in Storyline 3?
Hi Carrie,
Yup - it's fixed in Storyline 3's August update. You can see it here in the release notes.
That link will also direct you to where you can download the latest update. Le us know if you need anything else.
Awesome, thank you for the information.
Is this what you're referring to? Is this standard or is it a work around?
Hi Faye!
Publishing with the Flash first and HTML5 fallback is a standard choice during publishing.
Are you experiencing difficulty with something that we can assist with?
If you were hoping to chat with Phil directly, hopefully he's still subscribed and will chime in.