Some users can not move forward in the course

Hi Irene,

Welcome to Heroes! The issue could be a variety of things. Flash Player version may have something to do with it. If at all possible, it would be best to use the latest version. On top of that, the latest browser version is always recommended, be that Internet Explorer, Firefox, or Chrome.

Firewall or proxy settings also come into play. Content filtering has also caused some issues as well.

My recommendation would be to see if there are any similarities between those users who are having trouble moving forward. That may provide some insight into any common factors.

Please let me know if you have any further questions.

Thanks,

Adrian

And depending on the amount of contact you have with your users, this link can be a huge help. It has been for me. 

http://supportdetails.com/

Hi Jill,

That's a very good link. First time I have seen that. Thanks for sharing!

-Adrian

It's been invaluable to me. We have users all over the country. One of the biggest problems I face is dealing with people who just shut down when they hear the question, "what browser are you using?" 

I email this link to them and get all the information I need while lessening the customers' frustration with a tech support call. 

Hi!

We are going to see if there are any similarities between the users, and also we will recommend them to

upgrade to the latest version of Flash Player.

Thanks!

Hi Irene,

Please let us know how it goes. If you need any further help or have any more questions, we'll be here.

Thanks,

Adrian

Hi Adrian,

We just have found wich is the problem. We have tested the course on a computer that has the version Normal 0 21 false false false oNotPromoteQF /> ES X-NONE X-NONE MicrosoftInternetExplorer4

/* Style Definitions */ table.MsoNormalTable {mso-style-name:"Tabla normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}10.0.32.18 of Flash Player, and the error occurred.

When we have upgrade the Flash version, the course works perfectly.

But the problem is that is not possible to upgrade the Flash version from all the users (6.000 persons) because
the date of the launching of the course is October 1.
We would like to know if there is any option to export the course so that it can run properly on older versions of Flash.

Thanks!

Hi Adrian,

 We just have found wich is the problem. We have tested the course on a computer that has the version 10.0.32.18 of Flash Player, and the error occurred.

When we have upgrade the Flash version, the course works perfectly.

But the problem is that is not possible to upgrade the Flash version from all the users (6.000 persons) because
the date of the launching of the course is October 1.
We would like to know if there is any option to export the course so that it can run properly on older versions of Flash.


Thanks!

Hi Irene,

For some users, using Flash Player 10.0.32.18 won't cause any issues. It really comes down to the browser they are using in combination with the Flash Player. When Adobe and the Browser push out updates for themselves, sometimes those updates clash and cause issues. So there isn't any guarantee that anything you do on your end will resolve the issue entirely for all 6,000 persons without having them upgrade or use a different browser than say Internet Explorer.

I wish there was an easier way.

-Adrian

Hi Adrian,

After a week doing a lot of changes in the course, trying to solve all the problems that users have, we discovered that all errors disappear if we publish the course with the previous version of Articulate (Update 2: 1212.1412).

But our legal version  we just buyed last month is Articulate Storyline Update 3:(1305.2012), how can we get the legal previous version of the software (Update 2)?

Thanks!

Hi Irene,

I'll be contacting you via PM shortly.

-Adrian

Thanks Adrian!, we're going to test with the version we've just downloaded.

I'll keep you informed.

Hi Adrian,

I just wanted to tell you that we published the course with the Articulate Storyline Update 2 and everything works ok!

Unless you recommend us to publish with the last version, we prefered not to take risks and publish with the one we know it would work fine, and also because it was very urgent to solve it asap, because the users are the personal of an important Bank in Spain and they can not update the Flash on their computers because they have restricted access to internet.

Thank's a lot!

Hi Irene,

I'm glad that worked for you. Thanks for letting the community know.

Always Happy to Help,

Adrian

Adrian, do you think these issues that happen are the result of using an LMS? Would using Articulate Online help? 

Our issues with different browsers has become a significant problem. I'm just weighing our options and wonder if not using an LMS would benefit us. 

Any ideas?

Hi Jill,

It's possible that moving to Articulate Online might help. That said, these kinds of issues always seem to be more machine dependent than the hosting platform/LMS. That is, the computers being used are usually the issue in some form or fashion, usually due to outdated plugins and such.

For Irene, using an older version of our software got them over their hump due to the immediacy needed, but it's never a recommended option due to a host of other issues that can and will crop up.

Always Happy to Help,

Adrian

I definitely don't want to take a step back. 

Do you know of any resources to help troubleshoot with our users to give them the best experiences in our courses? 

Hi Jill,

So there are a few things that could be possible causes: Outdated drivers, not using the latest versions of the software, not having the latest Windows Updates, outdated plugins, etc.

There can even be cases where the hosting platform/LMS may be the issue. Typically for these, we use tools like Fiddler or HttpWatch to monitor how the content is delivered in real time.

For the others, using auditing software like Belarc Advisor, can give you an idea of whether each computer is up to date, as well as show the differences between each one as well.

For testing in Internet Explorer, IE9 and later have what is called Browser Mode and Document Mode. These modes allow you to be able to test in different versions of IE using the same browser.

These are just the ones I can think of off the top of my head. 

-Adrian

This is VERY helpful. Thank you!!

Hi Jill,

You are more than welcome. If I think of anymore, I'll be sure to post them here.

-Adrian