You are offline. Trying to reconnect... message when viewing course on LMS

Hi all, I'm getting this message even though I have internet connection. I'm using Moodle. Any ideas? I've cleared my browser to cache to no avail.

Thanks Chris

Hi all, I'm getting the same message even though I clearly haven't lost internet connection which then leaves only one cause (LMS statement fails to record) Has anyone got any advice on how to resolve this?

Thanks Chris

We are connected to the internet and still having the same message.

Hi Simone,

I'm sorry you're running into this snag! I have opened a support case on your behalf. You may have seen the support email that was sent. Our support engineers will be in contact soon to help you through this issue.

Thanks for reaching out!

We are finding a similar issue (using SumTotal LMS).

Learners see this alert even when there is no connectivity issue. When they reload modules, even if connection is secure, they will see this alert on the same screen they originally encountered it and cannot progress.

They get stuck on the screen and cannot get rid of the alert. We are having to do a lot of manual resetting and forcing learners to retake modules multiple times.

Hi Emily,

I'm sorry to hear you're also hitting this snag! Does changing their networks or toggling the VPN help resolve the problem for the learners?

If changing networks doesn't improve things, could I have you connect with us in a case so we can determine what's happening? We'll reach out soon after we hear from you!

Start a Support Case

This is happening to us too.  But it's more than one learner who are all at different locations, so it doesn't make sense that it's the lost connectivity alert mentioned above.

Hi Lori, sorry to hear you're affected too! We've resorted to installing an older version of Storyline from before the November 22 update and republishing all of our affected courses.

It's resolved the issue for now but is only temporary and not ideal. Fingers crossed Articulate get to the bottom of this bug soon.

Hi Lori, 

This issue doesn't seem to be affecting everyone who is using the most recent versions of Storyline 360 so we recommend reaching out to our support team by opening a case so they can take a closer look at the behavior with you. Since the issue involves an LMS, they may recommend testing how your course behaves when hosted on a different LMS to help isolate the behavior. 

Articulate users at American Airlines are also running into this issue. It is widespread across devices, browsers and courses. Please look into removing this feature until the bugs are worked out. We are using SumTotal LMS. I am curious what LMS others that are experiencing this problem are using.

Echoing Ali Preissinger's comments, multiple courses, browsers, devices, and users report the same problem:  getting an offline message while not offline.  They cannot complete training, but have clear access to and use of the internet with other apps, but their training stops working.  It is happening with courses that have been previously tested and proven to work.

Echoing all of the experiences mentioned above. My company also uses SumTotal with users across multiple locations. Similar to what's already been mentioned, the recent storyline courses we've received from vendors show an offline error message even though they are not offline and the courses stall or may not even let them proceed.

Hi Ali, Lori, and Samiah, 

Happy Wednesday to you all! ✨ Thanks so much for reaching out. 

Ali, I see that you're working in a support case with my colleague Fannie May. You're in great hands. We'll continue troubleshooting with you in your case via email. 

Lori and Samiah, thank you both for reaching out about this issue. I have some additional questions in order to assist you better:

• Have you tried testing how your course behaves when hosted on a different LMS to help isolate the behavior? I'd be interested to know if you receive the same messages. 
• What LMS Standard (AICC, SCORM, xAPI, cmi5)-If SCORM, which version (ex. SCORM 2004 4th edition) are you currently using when creating the published content? 
• What version of Storyline 360 and Articulate 360 are you currently running? 

As my other colleagues have mentioned, we'd be happy to take a closer look at your individual files within a support case to assist with troubleshooting. 

Looking forward to hearing from you! 

hello! We are also seeing the same issue for our users. Do we know if there is a resolution to this? Is it an Articulate bug? 

Hi John!

So sorry to hear you've encountered this setback as well!

I see you've already opened a support case and my teammate Robert has picked it up! You're in excellent hands!

We'll continue this conversation in your case via email. Thanks for reaching out! 

Great, thank you!

Hi John,

Just a quick note that replying via email includes your signature here so you are welcome to edit the post and remove that information if you wish!

How recent? We're experiencing the same issue in the Sumtotal LMS and we're on version 3.73.29831.0

Hi Lucia, and welcome to the E-Learning Heroes Community! So glad you're here! 🥳

Sorry to hear you're experiencing this issue!

I wanted to let you know that we have released a new update this week for Storyline 360 (Build 3.74.30180.0)

As a first step, I recommend updating Storyline 360 to the latest version and publishing. Here's how:

• Update Authoring Apps

Additionally, we recommend testing the behavior of your course in SCORM Cloud to see if the behavior is isolated to your LMS. You can test your course in SCORM Cloud, which is an LMS that we use for testing as well. Here's how: 

• How to Troubleshoot Your LMS with SCORM Cloud

Please let us know if this helps! Looking forward to hearing from you! 

It seems like everyone who has posted to this thread experienced this problem with LMS courses. I am getting the same error from a course published for Web and placed on a web server. I republished the course with 3.74.30180.0, which I installed this morning, and get the same result. Oddly, the course works fine on an internal web server that is behind our firewall, but it throws the "You are offline" message from a copy that is packaged as part of a RoboHelp online help system on an external-facing web server that requires sign-in. Any ideas?

Hi James, 

Thanks for reaching out! Sorry to hear you're experiencing this issue as well. 

I see that you've opened a support case and that you're working with my colleague Ian. You are in great hands! 

We'll continue the conversation over in your support case. 

Have a great weekend! 

The issue has not been resolved. I was disappointed to see another update go out and nothing done about this. As stated above it is happening on all devices, browsers, connections, platforms and to over 30 courses among multiple development departments. I am working with a support case, but it is not helpful because it is not something that can be replicated. It happens randomly multiple times a day to learners taking our courses. And as I see above it is happening to many people. So looking at our Articulate files is not going to help. We are developing our courses in the same manner we were before this feature was added. It is clearly the feature that was added not working correctly. Even if it is fixed at this point it will require us to republish over 30 courses. Is someone actually looking at correcting this feature? Are there any plans to remove it? It is not working as intended. 

the error has nothing to do with LMS - you can produce this error easy without an LMS

• publish to Web
• go to publish folder "mobil" and rename one image (which is on base layer of the first slide)
• start the course on a webserver
• so only one harmless 404 error should appear, but the training should start
• BUT storyline starts with the "lost connection" message and tries to load every 0.5 sec the non existing image for ever

that the total wrong methode to handle a 404 or other internet errors !!!!

if data cannot be delivered - because e.g. a webserver or a proxy server cannot handle data at this moment, you NEVER make such a short and fixed time interval for endless retry. This will make an perhaps existing small problem much worse.

Do you suggest we revert back to previous versions of Storyline, before the update?