Hi there. We have had a course that ran well for some time, and suddenly over the last couple of days users have reported a host of problems: audio doesn't work, audio works, but there's no video, everything works until they get to the quiz questions, and then they can't submit answers.
I tried republishing and replacing the course files on our LMS, and when I tested, it seemed to work, but we're still getting calls. We've asked users to try different browsers, and sometimes that works, but there doesn't seem to be any rhyme or reason as to which browser works. Any thoughts?
Thanks for the response! We used Storyline 360 to publish the course over a year ago (not sure which v# it was at the time). I republished using Storyline 360 3.22.17236.0 last week.
- One person reported that he could hear audio but got no visuals using Chrome. When I suggested he try IE, he got a completely different error that he could not connect securely to the page. I assumed this was an LMS security issue, and asked him to clear his browsing history and try again, with no positive results. At some point in this conversation I republished the course, but it didn't make a difference to him.
- Another person reported audio but no visuals in both Chrome and Safari. I don't think this one is resolved yet.
- A third person reported the audio and no video issue. After I republished, we asked him to go in and try again. He was able to view and hear the course, but when quizzing came into play, he couldn't see the screens (we often don't record audio on our quizzes - this is one of those).
I'm having a tough time trying to find a pattern, except that audio with no visuals is more common that other complaints.
I appreciate any thoughts you might have on this!
Best,
Kathy
Kathrine L. Choy, MS
Senior Consultant, Learning & Development
Human Resources
Phone: 215.895.1661 | Fax: 215.895.5813
klc323@drexel.edu | www.drexel.edu/hr
First, I noticed that your email signature came through when you replied via email. You can remove that if you would like by clicking Edit beneath your response. Here’s a quick Peek video if you need help.
Now on to the issue...
It sounds like Chrome is one piece of the puzzle, and it's worth finding out what version of Chrome those users are on. There are some changes Chrome made to how they autoplay of audio/video and if those are on the first slide (or before any user interaction) it could explain the trouble the users are seeing.
Also, since you're hosting in an LMS, did you overwrite the previous course or start a new link/URL for folks to access the course? Having folks clear the cache would confirm if they're accessing the new or old version, as the old one could be freezing up. If you haven't tried setting it up as a new course and providing that link - give that a go and see if the same users can get through it!
Let me know about the above, and next I'd suggest confirming with your LMS team/admin if they had additional ideas. Perhaps resetting the learners or a course is an option available to them?
I am experiencing a similar problem with quizzes. The learner cannot click on an answer choice. There is no link there for them to make a selection. It has been a while since I have created a quiz, so this may have been an issue for a while. If I create a quiz question from scratch, it does not allow the learner to click on an answer choice.
I've had lots of issues with Storyline since my company has upgraded to Windows 10 and applied updates to it. So, I am wondering if this is a Storyline issue or possibly a network issue.
5 Replies
Hi Kathy!
I can appreciate that it's frustrating when only a few learners are running issues, especially when you're unable to replicate the behavior yourself.
Smart idea to ask users to try different web browsers, and I'm glad to hear that worked for some. Could you share a couple more details with me?
Hi Alyssa.
Thanks for the response! We used Storyline 360 to publish the course over a year ago (not sure which v# it was at the time). I republished using Storyline 360 3.22.17236.0 last week.
- One person reported that he could hear audio but got no visuals using Chrome. When I suggested he try IE, he got a completely different error that he could not connect securely to the page. I assumed this was an LMS security issue, and asked him to clear his browsing history and try again, with no positive results. At some point in this conversation I republished the course, but it didn't make a difference to him.
- Another person reported audio but no visuals in both Chrome and Safari. I don't think this one is resolved yet.
- A third person reported the audio and no video issue. After I republished, we asked him to go in and try again. He was able to view and hear the course, but when quizzing came into play, he couldn't see the screens (we often don't record audio on our quizzes - this is one of those).
I'm having a tough time trying to find a pattern, except that audio with no visuals is more common that other complaints.
I appreciate any thoughts you might have on this!
Best,
Kathy
Kathrine L. Choy, MS
Senior Consultant, Learning & Development
Human Resources
Phone: 215.895.1661 | Fax: 215.895.5813
klc323@drexel.edu | www.drexel.edu/hr
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Hi Kathy,
First, I noticed that your email signature came through when you replied via email. You can remove that if you would like by clicking Edit beneath your response. Here’s a quick Peek video if you need help.
Now on to the issue...
It sounds like Chrome is one piece of the puzzle, and it's worth finding out what version of Chrome those users are on. There are some changes Chrome made to how they autoplay of audio/video and if those are on the first slide (or before any user interaction) it could explain the trouble the users are seeing.
Also, since you're hosting in an LMS, did you overwrite the previous course or start a new link/URL for folks to access the course? Having folks clear the cache would confirm if they're accessing the new or old version, as the old one could be freezing up. If you haven't tried setting it up as a new course and providing that link - give that a go and see if the same users can get through it!
Let me know about the above, and next I'd suggest confirming with your LMS team/admin if they had additional ideas. Perhaps resetting the learners or a course is an option available to them?
I am experiencing a similar problem with quizzes. The learner cannot click on an answer choice. There is no link there for them to make a selection. It has been a while since I have created a quiz, so this may have been an issue for a while. If I create a quiz question from scratch, it does not allow the learner to click on an answer choice.
I've had lots of issues with Storyline since my company has upgraded to Windows 10 and applied updates to it. So, I am wondering if this is a Storyline issue or possibly a network issue.
Hey Curtis! Happy to help you solve this.
Does this problem only happen when you test published content, or does it also happen inside of Storyline?
Also, does the problem seem to be browser-specific, or does it happen in all browsers?
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