Published course periodically freezing on students.

I'm definitely not an expert on this, but I'll offer what little I know from my experience.

• Based on the user's description, it sounds like it could be a network/connection problem. That's not something in your control. (Well, unless you have a course with huge video and/or audio files that are overloading the system... )
• Do you know if the course freezes at the same point?
  • If it's always at a given interaction, the timing may be an issue. For example, I've seen a course freeze at an interaction that included lightboxing slides. If the user closed a lightbox before its timeline finished (in a course with restricted navigation), that would freeze the slide. The fix for this is to use the shortest timeline possible on lightboxes.
  • I've also seen this sort of issue happen just because the user is clicking around too quickly -- it's as if HTML5 just can't keep up, and it has a breakdown. I don't know any way to "fix" this.

Perhaps some other user or someone on the Articulate staff can provide more guidance.

Good luck!

Thank you for the reply Judy!

The products are simply videos divided among several slides. It doesn't seem to be a particular spot which led me to believe the issue is on the users end. Perhaps there are some strategies we could implement to lessen these occurrences?

I am experiencing something similar with my course. Here are some of the complaints I have received:

• My page kept bubbling, and bubbling. I re-entered the site several times to only have the page not open up. This occurred for 20 to 30 minutes. I had to finally shut my computer down and restart.
• Training got stuck on one slide, I refreshed several times, but ended up having to close out of the entire window
• I had an issue where the presentation would not advance. I had to shut the training down multiple times and come back to it at a later time in order to advance through
• Struggled with clicking through (sometimes it would re-start a slide after I had already watched it).
• The module would occasionally freeze, or the slide would have no audio or visual.
• Had to keep refreshing my page because I kept loosing the sound.
• There was a delay after the audio on one page finished that wouldn't let me move on for some time.

It does not appear that these issues are related to the page of the course that is being viewed. Is there any way to fix?? 

Hi Abolition NC team,

I'm sorry to hear about these experiences, and I'd love to help!

My initial hunch is that the culprit could be a trifecta: low-bandwidth, server, and connection. A few ideas:

• You could ask the affected learners to check their connection speed using a free tool like Speedtest or Fast.com.
• We also have these helpful tips on designing content with slow internet.

If everything checks out there, could you share the .story file for testing? We can review the course in a similar environment as a baseline test. You can use this private upload link.