Reset Results Not Working - Failing Quiz Grades Not Being Replaced with Passing Grade from Quiz Retake

Hi -

I've got a course that was originally branched to 5 sections each with a separate quiz with 10 questions. The client now wants it split out into 5 separate courses which should be a breeze. However, the Reset Results trigger is not resetting when the learner fails the course. If they make a 50% on the initial quiz try and then make 100% on the next try, they still are getting 50% and a failing grade. I have recreated the Results screen, copied the same Results info from other courses with the same template that work, but nothing works on this course.  I am so frustrated and feel I've tried everything. If anyone can help I'd really appreciate it. 

The quiz slides are all set to Reset to Initial State. I've even tried putting in 2 triggers for Reset Results which doesn't work either. I've attached the triggers for the Results Screen. 

Thanks in advance!


10 Replies
Jessica Visser


The triggers are the same for all other courses we've done with no problems. They've never been a problem until I went to go unbundle this course and then I created another course that now has the same problem.

The incorrect scores occur when I retake the quiz after getting a failing grade. So If I get a 50% on the first try, I retry the quiz getting all questions correct. However, the score still says 50% with a failing notice. If I try a third time with all answers correct, the score goes even lower. 

I'm sure it is a small setting or something that is incorrect but I cannot find it. I have uninstalled Storyline 360 and reinstalled it and I have deleted the Results slide completely and recreated it from scratch. Although my original question is for the course that needs to be unbundled, this same problem is happening in another course as well now. I have colleagues using the same template with no problems at all. 

Since this is a proprietary course, I cannot attach it here. Is there another way I can send it to you?

Ashley Terwilliger-Pollard

Hi Jessica,

What do you mean by an "unbundled" course? Like you're grabbing parts and pieces to use in a new .story file? 

I'm sure you're right that it's something small, so our team is always able to take a look. You can upload it privately here.  Let me know once you do and I can follow along with your case as well! 

Jessica Visser

Hi Ashley -
The original file I was having problems with was one where it branched to five different roles after having 3 sections of the same information. Each of the roles had another section of info pertaining to their role and then a 10 question quiz. When the client decided they wanted to split it out into 5 separate courses it should have been a breeze, but the Reset Results trigger wasn't working correctly for me. The course is developed from a template and the splitting worked correctly for another coworker who was able to split out the five courses. However, I am still having the problem with 2 new courses. 
I've contacted Vevette Chua on the Articulate site and was assigned case #01161575. She responded back this morning that this is a known bug and that Update #8 should fix the problem. I'm not sure if #8 is a new release or reverting me back to an older release. My version is V3.9.13567.0 and I believe I am up to date on all updates. I haven't heard back from Vevette again today. I do need to get work done and really can't keep waiting a day or two for a response. I've got a client with deadlines. 
Is there anything you can do to help? I can attach my most recent course with the problem or can I go ahead and get the Update 8?  When is it being released? I am stuck and can do no work and I'm paid by the hour. This is really affecting me financially.
Any help would be appreciated -
Jessica VisserCell - 770-617-0990 

Ashley Terwilliger-Pollard

Hi Jessica,

Thanks for sharing the case number. I can see that Vevette is awaiting confirmation to provide you with the earlier version (Update 8) as this issue was newly found in Update 9. I'm really sorry about the delay on that - and I'll have someone from our team be in touch as soon as possible to share that link to download to get you back up and running.

We've also reported this issue to our team so that we can look further into a fix for it. 

Jessica Visser

Ashley -
I'm confused a bit. I told Vevette that version 8 was fine at 10:08 AM this morning. I just got an email from John Say from Customer Support with a link to Update 8 which is an older version? Is this going to be repaired in Update 9? When will Update 9 happen or was the last update Version 9 and I now need to wait for Version 10? Or will I be stuck in Version 8 indefinitely? If this isn't going to be fixed anytime soon, that means I've gone back in functionality which isn't what I paid for. Can you please give me some clarification? I do appreciate you having John Say send me the link. But I'm a pretty heavy Storyline 360 and Rise user. I don't want to lose the functionality I currently have, especially with Rise. 
Thanks -
Jessica Visser

Ashley Terwilliger-Pollard

Hi Jessica,

Update 8 is an earlier update of Storyline 360, so you are going back a step as it seems the issue you're experiencing appeared in Update 9. 

You shouldn't be stuck on Update 8 indefinitely!  Our team is currently looking into the issue and testing fixes, so we'll keep you posted here and in your Support case once we have more info to share. 

Also, the Update 8 you'll be using only impacts Storyline. Rise will continue to experience the latest updates as those are pushed out to Rise separately and instantaneously. 

Jessica Visser

Ashley -
I appreciate the help and I will roll back to version 8. Do we have an estimate of when the Results issue will be fixed? So far, this issue has cost me a large amount of money because I have to turn over my courses to another developer who doesn't have this issue with her Storyline even though she's on the same version as me.  
By the way, I'm still waiting on an answer to a problem from an earlier case from April 3rd - #01040088 about extra white space at the bottom of a scrolling panel. I really can't wait another 9 months to get this fixed or not be able to access updates.
I don't mean to sound unhappy, but this is really frustrating. Thanks for your help -
Jessica Visser

Ashley Terwilliger-Pollard

I would understand if you were unhappy, it's not a good situation to be in and one that I hate that is causing you so much trouble and lost money. 

I don't have a timeframe, as our team is working through the issue and until the cause is identified they can't start on the fix or know how long it may take. Some bugs can be fixed quickly, while others take longer to resolve. Vevette may have sent you this too, but here's a look at how we identify and tackle bugs.

The additional issue you mentioned is specific to Internet Explorer and Microsoft edge. They have a known issue displaying scrolling panels in HTML5 output. Both browsers often add extra padding to the bottom of scrolling panels so there can be a significant amount of blank space after your content.

We've reported this to Microsoft, and until they fix the problem, you can avoid it by viewing the Flash version of your content or switching to another HTML5 browser, such as Google Chrome or Firefox.

Note: You'll also see extra space at the end of scrolling panels in CD-published output since it relies on Internet Explorer.

Ali Goulet

Hey Jessica, 

I have some great news! 

We just released another update for Storyline 360, and included a few important fixes and new features that you'll see in the release notes here 

This update fixes the issue you reported where the passing score and learner's score could be calculated incorrectly when retrying an HTML5 quiz generated from question banks.

Just launch the Articulate 360 desktop app on your computer and click the Update button for each application. Details here.

Please let us know if you have any questions, either here or by reaching out to our Support Engineers directly!