Storyline tutorial freezes at random spots but works for other users

We've created a tutorial using Storyline that we've been getting complaints about. The tutorial freezes and won't let the user progress. Users are freezing at different spots, so the problem isn't with one specific point in the tutorial. Other users are completing it successfully, so it can't be an issue with the program, can it?  What setting on one user's (but not another user's) computer might cause Storyline to freeze like this?

All 4000+ of our employees will need to complete this tutorial by the end of the year, so we need a fix!  Any suggestions?

5 Replies
Ashley Terwilliger

Hi Sonya,

I'd look into what browsers and flash versions your users are accessing the course through. You can see the requirements for Storyline 2 here. 

Also, you mentioned some users can do it successfully and it freezes for others - are they all accessing through the same internet (with same speed/ bandwidth)? What happens if they try to close the browser and restart?

Sonya Ross

Hi Ashley,

We've been sending out the system requirements, and that's solved some of our issues, but we still have people who comply with the requirements and have freezing problems.

This is all on the same network - I was thinking it might be a bandwidth issue, but our IT department is telling us they can't devote any more bandwidth to our needs.  If they close the browser and restart, it usually freezes in the same spot it did before.

Ashley Terwilliger

Hi Sonya, 

Are they resuming to where they left off and it's still freezing or starting over from scratch and getting back to the same spot where it's freezing? Are all these people taking the course at the same time? Is your IT team able to spot when a user hits one of these issues and gets stuck? 

Sonya Ross

They have to start from the beginning, even if they have cookies enabled.  For other tutorials, their cookies let them close their browsers and let them resume if they want to.

They are not taking it all at once - we've been getting complaints over the last 30 days since the tutorial has been posted online. 

Our IT team is asking me to keep a log of what locations are having trouble, what their problems are, and who is able to successfully complete the tutorial so they can compare the network and computer settings for each office location and see if they are different.  I haven't been doing enough tracking to tell them anything useful so far - they tell me they need more info, so I thought I might ask you at Storyline for help in the meantime, just in case this is a known problem.

 

Ashley Terwilliger

Hi Sonya,

Have you set the resume behavior as described here? 

Without seeing the course myself or knowing more about where it's hosted, it's hard to narrow it down what may be causing the issue, but since it's not everyone - it sounds like the content itself is ok. I suspect if the IT team is talking about not being able to apply more bandwidth, maybe those users are seeing a freeze on a heavy slide with alot of media elements?