Some users can not move forward in the course

We've just published a course made with Articulate Storyline in a LMS platform.

This course has 4 intermedium quizzes and one final quiz, which is the one that we choose for tracking.

Some users can not move forward when they're in the intermedium quizzes and others complete the course without any problem.

We think the problem with the users that can't advance in the course may be in the configuration of the different computers, Flash version, browser version ... Could you tell us which would be the ideal requirements for the course to work properly? (PC configuration, Flash version, Browser version,...)

Could be some other factor affecting? a firewall, proxy settings...?

Thanks for your help!

20 Replies
Adrian Dean

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

Jill Blaser

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. 

Irene Bergaretxe

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!

Irene Bergaretxe

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!

Adrian Dean

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

Irene Bergaretxe

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!

Irene Bergaretxe

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!

Adrian Dean

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

Adrian Dean

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