Storyline Screen Tracking/Viewed Screen Not Working on iPad

Storyline Screen Tracking/Viewed Screen Not Working on iPad

I have found that in Storyline Update 5, the viewed screen tracking status that appears in a course menu is not saved on Storyline courses viewed on the iPad. This is a major issue that basically renders SCORM tracking on an LMS using the iPad (HTML5) useless as our courses are lengthy and we can't force our users to complete courses in one sitting. If a user opens and closes the course several times, the screen tracking for many screens is erased causing confusion and frustration for our users.

  • Open a course on an iPad (HTML5 SCORM 1.2 via SCORM Cloud), view the first two screens and close the course.
  • Then open and resume where you left off, view the next two screens and close the course.
  • When you open the course on the iPad again and resume where you left off, some or maybe all of the screens that you had viewed (shown as light gray) are no longer tracked as viewed and are now dark gray. (Viewed screens show as light gray in my course.)

The same happens if you open and view screens in a Flash-enabled browser like IE, close, resume on an iPad, and then open again in IE. The screens that had been tracked as being viewed (screen menu color turns to light gray), are no longer tracked (they turn back to dark gray).  The issue does not occur in Update 4 and it does not occur if you just open and close the course in a Flash-enabled browser.

Our clients do not allow us to publish web based or Tin Can releases, require SCORM 1.2 and to view courses on browsers with Flash and on iPads using HTML5 Safari.

I reported this to Articulate support (Premium) on February 25, 2014, heard back shortly thereafter that they were looking into it, but had to ask again recently and the response was, "it's been confirmed that the engineers will fix this on the next update of Storyline (Update 6). There is no official release date of this update as of the moment." I received another email after that which read, "Our engineers are already aware of the issue. However, it is not confirmed as of the moment, if this will be fixed on the next update of Storyline. We'll keep you posted regarding this issue. Thanks for reporting this behavior."

This is a major issue the forces us not to use Update 5. We went back to Update 4 where this issue does not exist, but if the issue is not fixed in Update 6, we are two updates behind and that is not acceptable. With issues like this and the fact that scrolling on an iPad (HTML5) no longer works as it did in previous updates makes me wary that we keep losing features in every update instead of gaining them and fixing others.

Published for iPad HTML5 SCORM 1.2
Tested on SCORM Cloud
iPad 2/iPad Mini
50 MB Internet Connection

Please let me know if anyone has encountered this issue and reported it to Articulate support and what the response was.

Please help me communicate to Articulate that this issue needs to be fixed for the next update. They committed to it in one email, flip-flopped in another, but this update is critical.

Thanks

18 Replies
Ashley Terwilliger

Hi Patrick,

Thanks for sharing the issue you're experiencing here, and I looked at your case (# 00386539 for my reference) and see where Jayem sent you two emails with the conflicting information as you mentioned. I do see that the issue has been reported to our Quality Assurance team but I don't have a time frame to offer on when we'll hear back from our Quality Assurance team in regards to a fix. I'll ask Jayem to clarify his previous statement to you, as it looks like there may have been more than one issue you had discussed with him, and tha tmay be where the confusion came in.

I'll also add this thread to the existing report filed with our team so that they're aware of the additional information you shared here.

You also mentioned scrolling, and scrolling in the HTML5 output is working, but you'll need to use the two finger scroll method described here. 

Patrick Ryan

Ashley,

Thanks for your response. Jayem has always been responsive and was kind enough to clarify that he reported a completely unrelated issue would be resolved in Update 6—and of nowhere near the critical nature of the SCORM tracking issue that most likely won't be fixed. The SCORM screen issue I reported above is critical. Because there is such a major issue in SCORM screen tracking, it is unacceptable to our clients to use Update 5 so we are stuck with Update 4. And now it looks like such a critical SCORM tracking issue won't be fixed in Update 6 so we are stuck two updates behind. Articulate support was notified in late February of the issue, and it won't be fixed in Update 6?

Regarding scrolling. Scrolling in HTML5 output on the iPad using Safari is NOT completely functional. See Case #00368500. In fact, my support contact wasn't even aware that single-finger scrolling had been removed in Update 5. Shortly thereafter the two finger scroll method link that you provided shows up. Two finger scrolling first off should be one finger scrolling as it was in Update 3. But, the two finger scrolling is unresponsive at best on an iPad using HTML5 and Safari. I have tested many courses on many iPads with many users and the result is the same. Scrolling with two fingers in unresponsive, can take a dozen attempts to work and then another dozen more to work again. When tested with our clients, they as well found this unacceptable. So we have to strike scrolling from all of our courses at great time and cost to us as we redesign our scripts and courses. It was even suggested to me by someone at Articulate to request it as a feature (which I did)—even though single finger scrolling was a feature that we paid for several updates ago! 

I understand that HTML5 is "new" and provides challenges, but I find it increasingly frustrating have to spend days QCing our existing courses whenever a new Storyline Update is published. Even if scrolling in Update 6 is "restored", apparently we can't use it because of the major SCORM screen tracking issue listed above.

  • I implore Articulate programming and QA to identify and fix existing issues in Updates instead of introducing other issues and removing features all together. 
  • I am again requesting that scrolling be restored to single finger scrolling that is responsive and usable for Update 6.
  • I am also requesting that the SCORM screen tracking issue listed above be resolved for Update 6.

Thanks for listening.

Ashley Terwilliger

Hi Patrick,

I'm glad Jayem was able to connect back with you and clarify his earlier emails. 

Since you provided some additional information here than in your most recent email to Jayem, I'll share these sections with our QA team for the appropriate bugs and remind them how critical this issue is for you and others. 

In regards to the scrolling, this is also something we've discussed internally and that we've asked forum users to share their thoughts on in the form of a feature request as our Engineering team shares this is currently by design. I've gone ahead and sent along your statements here as a feature request for tracking purposes and you'll receive a confirmation email shortly. 

If you need anything else, please feel free to let us know and we're also always happy to listen and work towards solving the problem so that you can continue to use Articulate! 

Justin Grenier

Good Morning, Patrick

I'm a bit confused by your use of the phrase, "SCORM Screen Tracking Issue" above.

The issue we've identified is as follows:

  • When resuming a course on the iPad, slides that were visited on a previous attempt are no longer "grayed out" in the Menu to demonstrate that the learner visited them previously.

Since this behavior has little to do with tracking completion or scoring within a SCORM-compliant LMS, I want to be sure that the issue you are experiencing is the same issue that we have identified and reported to our Quality Assurance Team.  Are we on the same page?  Thanks!

Patrick Ryan

Justin,

I am experiencing this as you describe—as a web release or as a SCORM release using the iPad/Safari/HTML5. The reason I emphasize SCORM is that if users take the course on an LMS using SCORM, they are expected to view all screens to earn completion on the course. Users can take screens 1-20 of a 21 course screen, close the course (or more likely the course will crash on the iPad as it frequently does) and then resume the course having no screens marked as being viewed, even though they only had one screen to go before reaching SCORM completion. Users need to then view each screen again and in one sitting before achieving completion. When in fact, our clients have requested that their users view course not in sections, but over a week of time, frequently opening and closing the course as they go. The fact that screens are not tracked as being viewed forces users to go back in and view all screens in one sitting. Honestly, even though we have cut our courses down in screen count and use best practices to reduce the files sizes (no screen animations, lower quality audio files, compressing as much as possible, etc.), we rarely can complete a 50 screen course without it crashing on an iPad. 

This is a real-world problem that needs to be fixed in Update 6.

Once everyone at Articulate understands the real-world implications of this issue, then we are on the same page.

Thanks so much for following up.

Patrick Ryan

Ashley Terwilliger said:

In regards to the scrolling, this is also something we've discussed internally and that we've asked forum users to share their thoughts on in the form of a feature request as our Engineering team shares this is currently by design. 


Ashley,

You wrote, "as our Engineering team shares this is currently by design." If you mean the Engineering team thinks the current two-finger scrolling feature is working correctly and by design...

  • The original Storyline scrolling feature was single-fingler. Why confuse users by switching from the standard single-finger scrolling to two finger scrolling? So we roll out a dozen courses to hundreds of users using Update 3 and single-finger scrolling. 
  • Then Update 4 changes scrolling to two-finger and we roll out a dozen more courses. Even though we include instructions on scrolling in the course, now many users may be calling in to support because single-finger scrolling is not working on the Update 4 and 5 courses. And other complain that two-finger scrolling isn't working on the Update 3 courses. Again, this a real-world example of what is happening with your by design scrolling.
  • Single-finger scrolling is ubiquitous iPad functionally. Two-finger scrolling is not what users will try to do initially. When Update 4 came out, it never occurred to me to try two-finger scrolling. Two-finger scrolling is not intuitive. Even though we tell them to use two-fingers in the instructions, their first reaction is to scroll with a single-finger.
  • Lastly, the two-finger scrolling DOES NOT WORK consistently. It is unresponsive as explained above and unacceptable to our clients, or anyone that I have ever ask to test this out (a simple QA check would have uncovered this). Your Engineering team has to come around to this fact.
Justin Grenier

Thanks for your post, Patrick.

It sounds like you are saying that not only are the previously-visited slides no longer "grayed out" in the Menu upon resume, but also that the learner must revisit all of the previously-visited slides in order to achieve completion within the LMS.  In other words, not only does the menu look like the learner has lost their progress to date, but the learner actually has lost their progress to date.

This sounds a bit more extreme than the issue that we have identified and reported to our Quality Assurance Team.  Can you please confirm that you've had at least one learner confirm this via the following steps:

  • The learner views a number of slides in the course.
  • The learner exits and suspends the course.
  • The learner resumes the course and (despite the appearance of the previously-visited slides no longer being "grayed out" in the Menu), views only the remaining slides in the course, without revisiting the previously-visited slides.
  • The course is marked as Incomplete or Failed in the Learning Management System.

Also, can you please confirm:  When you are publishing this course for LMS, are you setting the Tracking tab to Track using number of slides viewed or to Track using quiz result?

Ashley Terwilliger

Hi Patrick,

Thank you again for sharing your thoughts here on the functionality or lack thereof with the scrolling in HTML5. I understand the frustration with how the set up changed and it's inconsistent behavior, and the community moderators (such as myself) and our support engineers have shared similar threads such as this one with our Engineering and Quality Assurance team. Although as I mentioned, this is currently by design it seems clear based on these threads that users would like to see the behave match that which the majority of users expect in an iPad, and we'll continue to impress the importance of that feature. 

When there is additional information to share, we'll post updates here in the forums once they're available. 

Patrick Ryan

Justin Grenier said:

Thanks for your post, Patrick.

It sounds like you are saying that not only are the previously-visited slides no longer "grayed out" in the Menu upon resume, but also that the learner must revisit all of the previously-visited slides in order to achieve completion within the LMS.  In other words, not only does the menu look like the learner has lost their progress to date, but the learner actually has lost their progress to date.

This sounds a bit more extreme than the issue that we have identified and reported to our Quality Assurance Team.  Can you please confirm that you've had at least one learner confirm this via the following steps:

  • The learner views a number of slides in the course.
  • The learner exits and suspends the course.
  • The learner resumes the course and (despite the appearance of the previously-visited slides no longer being "grayed out" in the Menu), views only the remaining slides in the course, without revisiting the previously-visited slides.
  • The course is marked as Incomplete or Failed in the Learning Management System.

Also, can you please confirm:  When you are publishing this course for LMS, are you setting the Tracking tab to Track using number of slides viewed or to Track using quiz result?


Justin,

Thanks for following up. I followed the steps that you outlined and—as I originally reported—the screens that look to be not tracking are actually not tracking so the user has to start from scratch and view all screens again to gain completion. I also confirmed publishing settings. That is why I used the terms, "tracking" and "SCORM" and this is why we can't (nor anyone else) use Update 5 with SCORM/iPad/Safari.

Justin, I am trying very hard to work with you on this, but it is hard for me to believe that QA can't figure out that if something looks like it is broken, then it probably actually is broken. Isn't it a reasonable assumption that if something looks like it is not tracking, then it probably isn't tracking? 

That is the entire reason why I reported the issue. Again, I appreciate that you followed up on this because we have shed more light on the issue and we are moving forward in the discussion. However, this is something that was reported in In February, and apparently we have not progressed in any action to fix the issue. It is my hope that action will take place now.

I have spent hours, days probably, doing QA on Storyline courses at our company's expense. May I suggest that you ask your QA team to follow the same steps that you asked me to confirm the results and fix the issue?

This is a major issue that must be fixed in Update 6.