Storyline 3 Crashes on iPad Safari and Chrome
May 09, 2017
Storyline Version 3 courses crash when clicking Next or Previous on an iPad on SCORM Cloud and another LMS called Ti LMS.
- Sent case to Articulate support
- Published as HTML5 or HTML5/flash
- SCORM 1.2 (experienced crashes on 2004 3rd Edition as well)
- iPad/IOS 10.3.1
- Does not crash on laptop and desktop browsers such as Safari, Chrome, and FireFox.
- Courses range for 40-70 screens, SCORM file sizes ranges from 17-40MB.
- Using layers for pop ups, quiz questions, narration
- Can't use the Articulate Mobile App, client requires iPad delivery
- Have developed courses of this scope in V2 with no crashing
We have tested four courses dozens of times with the above settings and have crashed on the iPad. The crashing is random and we do get a debug screen (see attached). Crashing can occur at any time but seems to occur well into the course and often when clicking the previous button revisiting screens (most set to reset to initial state). But, it has crashed before finishing the course as well and when clicking Next. There is not one screen (or type of screen) that seems to cause the crash. (Can't share courses here because they are proprietary.)
We reduced the layers and removed animations but the courses still crash. We split courses in half, but they crash.
We created a 50 screen course in V3 then recreated it in V2. The course contains one screen with text, narration, a graphic, and two pop ups. The screen is repeated 25 times. I also created 25 quiz questions.
When I test the V3 50-screen course on SCORM cloud, I crash. Usually after finishing the course and then when I am going back, but it crashes.
When I test the V2 version on SCORM cloud, I don’t crash. I can go through the course multiple course times and do not crash.
Has anyone experienced this issue in either V3 (or 360)? Our thinking is that there may be an issue with V3 and that the crashing may not occur on V2, but were wondering if anyone has crashed in V3 and rebuilt in V2 successfully or has crashed in V3 and found a workaround.
We have published dozens of courses with this scope and level of interactivity in V2 and have had no crashing. This all started with V3 just recently.
Support has been good and here is their take, "Based on the series of testing performed, this occurs on iOS devices but not on Android. The initial diagnosis has something to do with mobile devices limited resource allocation which might be the cause of the issue. However, investigation is still on-going and I'll be sure to let you know for any progress." And, "It doesn't appear to be an issue specific to LMS as it also occurs when I uploaded your content in our web server. The course will crash on random slides and will reload automatically asking whether to resume or not. I've logged the issue as a possible software bug."
Regardless, we have several courses that we need to deliver for the iPad, Safari and Chrome. We have already missed our initial deadline of this past Monday. Please let me know if anyone has come across this issue. If it is a Storyline bug, it needs to be fixed immediately.
155 Replies
Hi there Patrick,
Thanks for posting here. I know this has been really frustrating, especially since you already missed a deadline. I can see you are troubleshooting with Abel in case 01064418, and he working with our Quality Assurance team to determine next steps. We'll be sure to keep you in the loop along the way.
Has there been any update on this issue, it is starting to become a major problem, and a reason to not pick up any additional SL3 licenses.
Hi chiefy,
This issue is still with our QA team and we're investigating it. This forum discussion is tagged for follow up once we've got some additional information.
Chiefy, agreed. We have decided to hold off on additional V3 licenses as well. I will try to put together a list of crashes comparing V2 to V3. It is astounding how much quicker V3 crashes than V2. Same course content and media between the two but V3 crashes far more frequently. We have had to reverse our decision to use V3 and our clients have agreed. If V3 would crash as frequently with V2 would be a major accomplishment. I hope others comment on this issue as well.
I'm sorry it's causing such problems for you, Patrick. Our team is aware of the issue and looking into it. In the meantime, do you know what versions of the iPad your users are having problems with?
This was something we saw in Storyline 2 as well (compared to Storyline 1) based on older versions of iPads and iOS. So our team is continuing to look at options and we'll keep this discussion updated.
Ashley, we have been testing on primarily on an iPad Air 2 Model MGL12LL/A with the latest IOS. Crashing on iPads is a known issue. Articulate released Version 3 emphasizing improvements in HTML5/Mobile. The reality is that a reasonably sized and interactive HTML5/mobile courses crash more in Version 3 than in Version 2. It is our hope that Articulate finds a solution to the known challenges with the iPad so reasonably sized courses crash less frequently in Version 3 than they did in Version 2.
Thanks Patrick for that information about your iPad and version. We'll keep you posted here with updates from our team!
Following this thread, as I have been experiencing crashes with SL3 courses on an iPad too. As mentioned above these problems didn't occur with SL2. Looking forward to a fix on this issue.
Is anyone from support able to take a look at my source file to help diagnose the issue?
Have you submitted a support case and uploaded your file Phil? They will take a look if you do.
Thanks Wendy, I didn't realise you could do that. It's been submitted now, all 2GBs of it!
Sorry for that miscommunication, Phil! Our Support team is available 24/7 and they can be reached here to submit a case!
Thanks Ashley, that's been submitted.
Thanks Phil for sending in the case! I will follow along and our team will be in touch once they've been able to take a look.
We are having similar issues. We have a large course with four sections. When a learner gets to one of two specific sections the course crashes.
However, we have those four sections broken out into standalone versions. The two sections have have issues in the larger course work fin in Safari and Chrome on iOS. They're the same sections, just slightly different conclusion slides.
I've submitted a ticket and our files (full course and standalone courses). The ticket # is 01093780.
Has anyone with the crashing issues tried publishing the project for web and testing?
I have and although it seemed a bit faster (as expected) I was still able to make the project crash around the same area it did when publishing it to SCORM.
Hi Phil - I cannot speak for the other users with their testing, but we did confirm this with our testing (web and LMS publishing).
I appreciate you sharing your findings with Renato in your case as well :)
We are experiencing exactly the same issue.
Storyline 3 version intermittently crashes at random slides (A problem occurred with this webpage so it was reloaded)
Storyline 2 version, much more stable and responsive and didn't crash once
Furthermore, we've noticed issues with Storyline 3 published content at slow internet connections.
Any slides with a video on the NEXT slide, freeze up when you click on the next button
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Are there any particular settings that can be changed in the Storyline 3 publishing settings to make it behave more like the Storyline 2 version?
Hi Mark and welcome to E-Learning Heroes!
I'm not aware of a workaround for this issue. I do know that we've prioritized this item due to the level of impact it is having on our users.
This thread is attached for update when applicable.
Hi Leslie,
We are experiencing the same issues with modules crashing on iPads in Safari and Chrome. Are there any updates?
Thanks!
Hi Sarah,
I don't have any updates to share yet - the crash you're seeing on Chrome, is that the iPad or Android tablet? On an iOS device you'd want to use Safari per the documentation here.
We know it's causing frustration for you and your learners, so we'll let you know as soon as we have more information!
Thanks Ashley.
The modules crash in both Safari and Chrome on an iPad with the updated iOS (10.3.3).
We are quite eager to get a resolution on this so appreciate any info you can provide.
Thanks for those details, Sarah. We'll notify everyone here as soon as there's an update!
Two weeks ago .... any news? Thanks!
Hi CF,
I saw you reached out in this other discussion as well, so I wanted to connect them.
Our team is still investigating and testing this issue, so I don't have an update to share yet. We know it's a big issue for a lot of customers, and it's a big issue for us too.
Once we've got more to share, we'll update all these discussions. Thanks for your patience.