Sporadic Blank "Resume" Dialog Box -- Articulate 2 SCORM in Moodle

Hello Jennifer!

Certainly making sure there is content populated for the text labels would be a great first step and sounds like you are already aware of that.

If you upload the content into SCORM Cloud, do you experience the same results or is the issue limited to your LMS?

If you can replicate, please allow us to take a look at your .story file.

Hi Leslie,

This is sporadic, and can't be replicated reliably. It seems to only happen with the Chrome browser, but that's the extent of what I've been able to find out. So I'm not sure uploading the SCORM to SCORM Cloud would be helpful.

Unfortunately it's now happening with a SCORM that we don't have source files for. Is there any way to check for blank labels in the published files?

Jennifer

Hi Jennifer.  If not all participants are experiencing the missing dialogue, I think digging through published files to try to identify label text would be more trouble than it's worth.

Sometimes a course will fail to resume properly if it's exceeding the suspend data limit in the LMS.  Without the source file, this possibility will be hard to test.  😕  I'm sorry this is a tricky issue for you, between the inconsistency and the lack of source file.

Does the course have a lot of content and interactions for the learners?  Are they taking a break from answering questions and resuming later?

We are also seeing this happen to Chrome users sporadically.  We're using Meridian's LMS. I haven't been able to recreate it, which makes troubleshooting tough. These are courses that have worked fine for years.  I'll recommend folks try using IE or FireFox to see if it resolves it for them. 

Our Moodle hosting company has notified me that this issue is also happening to other clients of theirs. Once they have a solution I'll see if I can find out what they did to fix it and add a note to this discussion.

Hi Crystal, I just saw your questions. The SCORM is a very straightforward presentation, basically a slide show without a lot of interaction except "next", "prev", a few linked videos that are hosted elsewhere, and some clickable objects and layers. There are no questions to answer. What would cause a SCORM to exceed the suspend data limit?

Thanks Jennifer, and please do keep us posted. 

Pam, was it always in the same browser? Were you also using Storyline 2? Do you know if it was the Flash or HTML5 output? 

Hi Ashley,

So far, I've had one user report the issue. He is using Chrome. The original issue was in a Storyline 1 tutorial. I pulled it into Storyline 2, republished it and replaced the file in our LMS. He still couldn't see the resume text. 

Thanks,

Pam

I have confirmation from my customer that they are not experiencing this issue in Firefox.

Hi Pam! 

I know it can be tough when only one person reports an issue, and glad to hear that using Firefox resolved it. Let us know if you're able to replicate the problem, and we'll take a closer look!

We can confirm that Firefox doesn't have the problem. It looks like we can confirm that this is happening in Chrome and MS Edge, but it's sporadic -- sometimes it happens and sometimes it doesn't.

Just wondering, is it still considered the case that this is caused by blank text labels on player buttons? I spoke with the developer after this occurred again today and she confirmed that there are no player buttons with blank labels. Are there any other possible leads to follow within the Storyline environment?

Hey Jennifer,

I think we've covered the possible scenarios and if the text labels were blank, all users would be experiencing an issue. The sporadic is what certainly makes this harder to track, I know. The same users cannot even consistently replicate I assume?

The only consistency we have determined is that only Chrome and MS Edge
seem susceptible. But it doesn't even always happen with them. One
thing, though, once it starts the only way for the user to be able to
get back to the scorm is to delete the attempt.

Thanks for the details Jennifer. I could certainly understand that this would be frustrating for your learners. 

We could try to take a look at your .story file if you'd like. You can share it here in the forums or here if you need to share privately.  Sounds like replicating may be hard though.

Hi Jennifer,

I looked back a ways for some similar issues, and I could only find one other report from a customer who had a Storyline player that had ultimately become corrupt - so that it was causing missing text. But in that instance it seemed to impact all users. 

Do you know if Chrome/Edge are showing you the issue in Flash, HTML5 or both? Have users tried a simple step such as refreshing the page or trying to click on the prompt to see if they can actually use it? 

Hi Ashley,

The issue is sporadic. The one thing we've found is that once it happens
to a user, they can't get out of it, even by logging out and logging
back in (with the same browser). I'm pretty sure they've tried clearing
the browser cache as well, since that's one of the main
"troubleshooting" steps that our help desk knows to ask students. I
don't think clicking on the dialog box does anything. Sometimes there
are buttons and sometimes there are no buttons. If there are buttons,
I'm sure they are trying them!
Jennifer

Hi Jennifer,

I see you created a support case--thank you! When you're ready to attach your file to the case, you can do so by clicking this link. 

We'll follow along as your case progresses!