Storyline360 LMS iOS issue
Jun 13, 2017
Dear Support Team
I'm facing an issue with a Storyline360 publication (HTML 5 LMS scorm 1.2 Publication) on iOS.
The exported module seems to trigger an error in the browser (error message "A problem occurred with this web page so it was reloaded." appears on Safari) which reloads the page, leading consequently to an "LMS API not found" error.
I've tried to launch the module on different LMS pateforms (Crossknowledge, Drupal, Moodle, and others).
I've tried different iOS devices iphones 5 and 6, ipad2, with different versions (from 8 to 9.3.5).
I've tested Chrome browser on ipad, resulting on the browser's crash.
I've also tried all advises made in various forums (most of them concerning Safari settings and memory clean) but the issue is still occuring.
The same module works perfectly fine on Windows and Unix OS, with Chrome, Firefox, Opera and IE/Edge.
I've tested an simple Storyline360 publication (non-LMS purpose) on a local server. Safari reloads the page with the same error message.
My Storyline version is v3.6.11979.0.
Do you have any idea about this issue's origin or solution ?
Sincerly.
10 Replies
Hello Ismael and welcome to E-Learning Heroes :)
Sorry to hear that you ran into a problem with this, but I do see where you have reached out to our support team (01087696) and that Ryan is assisting you.
I will follow along as well.
Hi Ismael - I just took a look at your case and it seems that you are running into a similar issue that has been reported to our team. Ryan has attached your case as we are tracking user impact and you will be updated there when we have information to share.
Hi Leslie, my team is running into the same issue with a few of our courses crashing on iOS devices. We have tested on safari and receive the API error. I attached an image of what we get on our end. When testing in Chrome on iOS it crashes with no message as Ismael stated above. It only impacts a few of our courses and all that are impacted work fine on PC. Unfortunately some of our users only have iPads so a quick fix would be appreciated. Thanks!
Thanks for adding your voice here Luke. This is one at the top of our radar and we understand this is impacting users.
Hi Leslie, (Ismael and Luke). Was this issue resolved. We have just moved to SL360 from SL2 and are running into the same IOS - API problem.
iPads are widely used by our learners and this will cause us major problems.
Thanks for chiming in, Trevor. I'm so sorry you're running into this problem--I know how frustrating that must be.
We have found that this problem can sometimes be related to custom fonts used within a course. Are you using any custom fonts in your content?
Yes we are. I did test embedding custom fonts in html5 with the trial version before we upgraded but I didn't test these fonts on an iPad.
I'll run a test tomorrow. Is Articulate still working on this issue?
Yes, we are still working through this. Can you tell me which custom fonts you were using? Thanks!
Hi, the main custom fonts we are using are:
Thanks, Trevor. I'll be sure to share that with our engineers who are working on a fix for this bug.
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