Strange Resume Course Feature

Has anyone seen this issue before? This is happening to one of our employees in a course that normally works fine for everyone else. I have seen this one other time, and we had to reset the course back to the beginning. But this employee is almost to the end of the course, and the course is really long. The employee went to resume the course, clicked on "Yes" to resume, and then when the course appears, the Resume window seems to still be there but with some random other page of content from the course. When I tried to launch the course as the employee, it would not let me click on anything else after clicking on "Yes". See the screenshots below. I was able to replicate in latest version of Chrome, and older version of Chrome (which some of our users are limited to), IE 11, and MS Edge.


3 Replies
Leslie McKerchie

Hi Kelley,

Thanks for reaching out and sharing what the learner is experiencing in your course.

I've not seen this behavior before, but thank you for the screenshots. My first thought is what do the feedback layers look like for your quiz slides? What is that clip from?

I see that the menu is included in your player. Is the menu accessible to navigate by the learner? Can they click the slide before this and then get back to this slide?

With your permission, I'd like to take a look at your project file to investigate what's happening. You can share it publicly here, or send it to me privately by uploading it here. I'll delete it when I'm done troubleshooting.

Kelley Miller

I don't think it is an issue with the course/Storyline file. We have had almost 13,000 users successfully complete this version of the course since we put it into production in May 2020. Almost 50 employees have completed it today. To answer your questions, the menu was not accessible, nor any other navigation buttons. The entire slide was frozen. The content appearing where the Resume window was in the middle is from the next slide after this one. I saw this happen one other time, but it was for our New York version of this course, and it happened in a different place in the course.

I completely reset the course for the employee, and then I attempted to take the course up to where she got stuck. I ended up having to do this 3 times (painful for a 90 minute course). It appears that the course was not sending any bookmarks to the LMS, so it was forcing me to start over if I closed the course window. In our LMS admin screens, we can view SCORM data to see things like how long a person has spent in the course. However, for this course and for this employee, I was only getting error messages. Our LMS vendor has been totally unhelpful with these error messages when we have seen them before. I launched it in Internet Explorer because sometimes I see bookmarking issues in Chrome. I was finally able to get the course to work and get this employee past the stuck page.

At this point, I'm not sure what rabbit hole to go down next, but at least for this employee, I think I got her past the issue.