Tablet Freezing Content with Modern Player Enabled

May 21, 2020

Hi Everyone,

Recently we have been publishing our courses with the Modern Player turned on(HTML5 only).

Desktop version, has no issues.

However with tablets we had users tell us the content was "frozen" and after investigation it does seem to be the case. This happened to several of our courses, so it's not just a faulty .story file.

The only way to troubleshoot it for the tablet users was for them to turn on "Request Desktop site" in their google chrome. And it started working with this enabled.

They are using Android 9.0+, and Google Chrome version 80+

We just tested with the same story file, having one output with the classic player and one with the modern player. Only the classic menu output seems to be working on these tablets, however they don't look great.

Anyone else has been experiencing this?

5 Replies
Lauren Connelly

Hello Bob!

I'm happy to help! It sounds like the courses are only working on a Desktop site rather than a mobile site. Are you noticing specific slides are freezing or all slides in the course?

We don't have any current bugs related to courses freezing when viewed on an Android or mobile version of Chrome. 

If it would be easier, I'm happy to test your file on my end to understand exactly what your users are noticing. Here's a private upload link, just in case!

Lastly, do you have any media in your course that relies on Flash? For example, videos or interactions. When courses don't run properly in HTML environments, that could mean there is a sneaky Flash element in the course.

We'll be here to continue troubleshooting!

Kennethg Goeieman

I am having the same problem. My courses keeps freezing on the android tablets when I publish using the modern player. The classic player for me is more stable, especially when you are doing quizzes from a question bank ... the only issue with the classic player  is that one can’t have it full screen (without the spacing for the menu). It always have that spacing for the menu even if you disable the menu.

Vincent Scoma

Hi Kennethg,

Thank you for letting us know! 

As Lauren mentioned, we haven't come across any current bugs around this behavior with tablets. A couple of questions for you as we dive in: 

  • May I ask what devices were used and their OS version? 
  • Are specific slides freezing on tablets, or is it the entire course? 

If you need our help to take a look at your file, we're always more than happy to help! You can share files in this thread here, or you're always welcome to share them privately here. We'll let you know our findings and will delete it after having a closer look.

Lauren Connelly

Hi Kennethg!

Thanks for sharing the specs!

I created a course with a lightbox and question bank and tested it on a Samsung Tablet, Android 6.0.1, and unfortunately, I didn't see any errors. I used Chrome as the browser. Which browser are you using?

Would you mind testing the course on your device? Here's the web link. Heads up: this link will expire in 10 days.

You can see a screen recording of how the course worked on my end by clicking this link. 

Please let me know what you find!

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