Storyline freezes/hangs when moving from one scene to another

Mar 31, 2023

Hello all,

My Storyline module works great with a large majority of users, but we still get the occasional email about the module freezing at specific points. It is clear most of the freezing occurs when a user goes from one specific Storyline scene to another, but we received similar issues of freezing with other scene jumps. When a user triggers the transition to the next scene the module attempts to load the next one, but it just gets stuck and hangs on the final slide of the scene they're in. Note that these users continue to freeze on retries at the same point (despite up-to-date browsers). The scene with the most issues is the largest in terms of size (several videos) and I'm guessing this may have something to do with it, but I'm not sure.

Is this a known issue in Storyline? Could this be a hardware problem, or could the module be built differently to avoid this issue for a select few? For example, is there a recommended size per scene? Should I avoid using scenes all together if possible and opt for a single scene, linear structure?

If you'd like to see the module, I'd be happy to send it to you directly.



3 Replies
Steven Benassi

Hi James!

Sorry to hear your learners are encountering this snag! I’d be happy to help you troubleshoot the issue that’s causing your Storyline 360 course to freeze!

I just had some clarifying questions first:

If that doesn't do the trick, one of our Support Engineers would be happy to take a closer look at your .story file. You can upload it privately in a support case or share it here in the discussion!

Center for Educational Innovation University of Minnesota

Hello Steven,

I am working locally on a single file. I'll import the slides into a new file. I'll also try using the new dynamically changing video quality feature to see if that improves anything (perhaps slower connections were causing the stalls). We'll see if these changes improve anything. Thanks!