Tracking issues and random freezes
May 26, 2017
I wonder if anyone has had any experience with courses freezing at random points and not at the same time, not tracking correctly. We have a couple of support calls logged with Articulate and our internal IT team and LMS provider are also working on the problem. I'm holding off a full launch of one course that supports part of a major project within our business and have had to take the other off line, until we can solve the problem
Both courses seem to freeze randomly, most commonly when a text entry is require or a video plays, but not always on the same slides. Both courses have a number of both slide types. The page can sometimes be refreshed, or the course logged out of and resumed for the problem to clears. Most commonly the course needs to be restarted from the beginning.
The tracking problem occurs when the user complete the course fully but the LMS records an incomplete status, this is affecting about 20% of users. The two courses are tracked differently within the course one by tracking a quiz with the passing percentage set to zero and the other by slide count. I have run both courses in Scormcloud and they work ok. I have run both courses in Storyline debug mode and they seem run ok. I have only managed to repeat the issues with one of the courses and the log looks ok, but I'm waiting for this to be confirmed. When the fault does occur, it keeps reoccurring, until the browser cache is cleared or the browser is run in incognito mode.
We are running the courses in developer mode in Chrome and no issues are showing. All users access the courses from a training PC running windows 7 over the company network, the PC's are of similar similarly spec and build, some location are experiencing a higher level of fault than others. I have tried access the courses using different logins with different network profiles and different spec PC's, using windows 7 and 10 none of which has helped.
If anyone can point us in the direction of what else we can investigate it would be a great help.