Good morning, I'm reaching out to you in case you can help me. We are experiencing an issue with two different SCORM packages, but it only affects certain individuals, not everyone, where the text is not displayed. The images and buttons are visible, but not the text. When we checked from our end, we didn't see any problem. We have tried different browsers and devices. Has this ever happened to you? Could it be related to browser updates? Best regards.
What font are you using? If you change the font, does the issue persist?
If you're comfortable sharing your file with us, I'd be happy to test it out on my end! You can upload it here or share it privately in a support case. We'll delete it from our systems once troubleshooting is complete.
Hi Kelly, these cases are reported to us by students who are taking courses with us. The information they provide is usually limited. One of them is viewing it from a tablet (they don't know the browser or tablet model), and the other is using a Samsung mobile phone, presumably through the Samsung Internet app. On the other hand, the font we use is Calibri. Best regards
Another thing you can try is to publish your course to a different LMS or to a different format to see if the issue will persist. You can check out this article which explains how to test your course in SCORM Cloud, and alternatively, you can also test if those same users will experience the issue if you publish your course to Review 360.
If the issue is only happening when your learners access your course in your LMS, please open a support ticket with them so they can investigate the behavior on their end.
3 Replies
Hi, Marta!
Thanks for reaching out and I'm sorry to hear that you're experiencing this issue. I'd like to ask a few clarifying questions to help troubleshoot.
If you're comfortable sharing your file with us, I'd be happy to test it out on my end! You can upload it here or share it privately in a support case. We'll delete it from our systems once troubleshooting is complete.
Hi Kelly, these cases are reported to us by students who are taking courses with us. The information they provide is usually limited. One of them is viewing it from a tablet (they don't know the browser or tablet model), and the other is using a Samsung mobile phone, presumably through the Samsung Internet app. On the other hand, the font we use is Calibri. Best regards
Hi Marta,
For your learners who are affected by the behavior, please check if they have all of the available OS and browser updates installed on their devices.
Another thing you can try is to publish your course to a different LMS or to a different format to see if the issue will persist. You can check out this article which explains how to test your course in SCORM Cloud, and alternatively, you can also test if those same users will experience the issue if you publish your course to Review 360.
If the issue is only happening when your learners access your course in your LMS, please open a support ticket with them so they can investigate the behavior on their end.