Storyline and Presenter Red incorrect bar appearing in quizzes

Aug 12, 2015

Sundae Delgado
By Sundae Delgado

Hi there friends. We have published 10 courses to our LMS in the last 6 months using both presenter and storyline. Over 10,000 folks have taken our courses and five of them have reported an unusual red incorrect bar appears seemeing randomly appears on the quiz slide in our courses before the user has answered the question. This red bar is not in a layer that is visible to me as the designer. Unfortunately this error prevents our user from being able to complete the course. Our users are also unable to log out and log back in as the error continues to happen. We have tried the usual fixes such as clearing the cache etc... We have been unable to replicate the error. However, it has been reported five times now. While this is seldom, it is concerning as our users are required by statute to complete the quiz. I have seen some other discussions similar to this, but couldn't see a fix in the comments. Any ideas?  

12 Replies
Christie Pollick
over 8 years ago08/13/15 at 5:09 pm (UTC)

Hi, Sundae -- So sorry to hear of the issues your are experiencing. As this pertains to an LMS, have you tested your course in the SCORM Cloud, by chance? You may also find these links on troubleshooting LMS issue to be helpful:

Troubleshooting LMS issues

How to Troubleshoot Your LMS with SCORM Cloud

There are also a few other general troubleshooting steps we can try to rule out the causes of some common issues. 

Please make sure you are working locally as described here, and you may want to try importing the file into a new file. If you are still having issues, you might want to try to repair Storyline. Also, could you please ensure that you are utilizing the most recent SL2 Update? Info on the latest update can be found here. 

If issues persist, you are welcome to share your file so we can take a closer look for you. Please use the ADD ATTACHMENT button in the bottom left corner of the reply box in the thread, and you can browse for the file from there. Please also note that if you reply via email, your attachment will not appear here in the thread.

Brittney Price
over 8 years ago01/20/16 at 10:35 pm (UTC)

We are experiencing the same issue. Many customers are able to complete the courses fine, but we've had a few call with the same problem - a red incorrect bar and the inability to make a selection on the quiz or move forward. We don't have the review function turned on. We are using Presenter/Quizmaker. Any resolution to your problem Sundae or Marie-Jo?

Sundae Delgado
over 8 years ago01/22/16 at 11:46 pm (UTC)

The only relevant solution we received was to republish the course in the latest version of Storyline. The latest version came out right after we published 9 courses. We ended up republishing one of the courses with the latest version of Storyline, and we never had another red bar complaint. Whether or not that helped is a bit of a mystery because the red bar was an intermittent problem to begin with (we could never duplicate it in a controlled environment). For the other courses, we came up with a work around for our customers (11,000 people took multiple courses). Below is the canned note we sent them that helped.

[Course Freezes with a Red Bar]

I am sorry for the inconvenience. The good news is the fix should take less than a couple minutes of your valuable time. While over 10,000 have accessed these courses without this issue, there is a small percentage of folks who have encountered this, and it is a known bug in the software. The good news is, you are not alone, and I will ensure you are able to successfully complete this course.

I have listed the two possible fixes below. Each one takes less than one minute to complete. Just try #1. If that doesn't work, try #2. If you are still having an issue, please give me a call and I will assist more.

If you need assistance completing either of the tasks below, follow the process within your own agency to receive IT support.

Fix #1: Use Tab and Space bar keys
When the customer gets the red bar error, the mouse becomes ineffective. Instead try tabbing through the fields and use the space bar or the enter key to select the necessary buttons to move on to the next slide. If this doesn't work, try the next step, as well.

Fix #2: Clear your Cookies, Cache

1. Log out of the LMS.
2. From your internet page, select Tools (via the Gear Icon) > Safety > Delete browsing history....
[cid:image003.png@01D1552C.110DBCD0]

1. Check the first five boxes, then click Delete.
[cid:image004.jpg@01D1552C.110DBCD0]

1. You will get a confirmation at the bottom of the window once it has successfully cleared your cache and cookies.
[cid:image005.png@01D1552C.110DBCD0]

5. Log back into LMS and resume course. If this doesn't work move on to the next fix.

Fix #3: Use Google Chrome
If you have Google Chrome on your computer, open the LMS using the browser Google Chrome [cid:image006.png@01D1552C.110DBCD0] rather than the browser IE [cid:image007.png@01D1552C.110DBCD0] or FireFox [cid:image004.jpg@01D0F6DE.B56F5790] . Resume course where you left off. If that doesn't work, try fix #2 below.

Sundae Delgado | Instructional Designer
Washington State Department of Enterprise Services
360.407.8478

Brittney Price
over 8 years ago01/22/16 at 11:54 pm (UTC)

Sundae, thank you SO much for taking the time to share this info. I didn't even consider trying tab or space bar keys. I will test that and see if that provides a work around. That would be a huge plus if we can offer a solution other than "try starting over".

We actually ran into this issue using Studio '13, not Storyline. We are on the latest release of Studio. The behavior of the published course sounds identical to what you were experiencing in Storyline though. 

Thanks again for your help!

Allen Janney
over 5 years ago08/13/18 at 4:33 pm (UTC)

Recognizing that since this post is over two years old, it may be too old to obtain help. I am however hoping that there has been a resolution since then. Using Articulate Quizmaker '13 to publish a one question quiz that is embedded in a course created with Presenter '13, we are intermittently receiving the red "Incorrect" bar when the question is presented and not yet answered. It is as if the learner had incorrectly answered the question and is looking at the "Review" screen that shows the "Incorrect" red bar. They are then stuck and are forced to retake the entire course. It is frustrating because this interim quiz is on slide 40 of the presentation. Has this bug been fixed? 

Leslie McKerchie
over 5 years ago08/14/18 at 2:50 pm (UTC)

Hello Allen,

Thanks for reaching out. It's never too late to get some assistance here in the forums :)

I did look at the examples shared and referenced here, and unfortunately, I have no additional information to share. For many users, we did not get further information to complete our troubleshooting.

Would you be able to share your Articulate Package for us to take a look?

This discussion is closed. You can start a new discussion or contact Articulate Support.