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

Hello Jurgen, I appreciate your vigilance and apologize if I wasn't clear with my previous messaging. 

We are still investigating this from all angles. 

I feel I need to jump in and add to how disappointing this is! We've rolled out two training modules to all colleagues and the issues mentioned above have happened for us.  We've had to remove the modules and issue communications to colleagues as the addition of this feature resulted in modules failing to load (Despite increasing network resources 40x usual).

It's all really disappointing to see the lack of communication about this, I was lucky to find this thread. Made all the more disappointing given the recent post: Storyline under a Microscope: An update from the CTO.

Also concerning is this line in a production live output: 

// @TODO this is POC code and can be cleaned up a bit more if we move forward
// with the feature

It really screams of a company who are not at all focused on testing or looking after core functionality, how did this make it to production? It's a little sloppy.

I'll log a support call later but wanted to share concerns here too.

you can disable the feature "ConnectionMessages" in your published course and reupload the course in the LMS

remove "ConnectionMessages," in line 31 in both html files

•  story.html
•  index_lms.html

you can use the modified html files for all courses, which are published with the same storyline version -> check this in line 6

Hi Ashley, 

I'm just circling back to let you know that support responded to your case and wanted to make sure you received it. It might have been filtered as spam or filtered if you don't see the response from Articulate on the 25th. 

Thanks,

MM

Hello,

My organization is being bombarded with support tickets for Storyline and Rise courses either freezing up or displaying the "offline" message. I tried to disable the connection message in the published project's html files but I am still encountering the course freezing issue. Are there going to be any updates to fix this issue soon?

Hi Stephani, 

Thanks so much for reaching out! I understand your frustration with the freezing and offline messaging you're receiving. Great call opening a support case! One of our talented Support Engineers will be in touch shortly via email. 

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

Have a great afternoon! 

I will be submitting a case, but I wanted to echo that I am experiencing this for the first now as well. 
Specifically, I am using Storyline blocks in a Rise 360 Course. Picture attached. 

Which LMS are you using?

Learning Compass

Holly Hook
Information Services, Systems Educator II

FRANCISCAN ALLIANCE
Inspiring Health

the problem has nothing to do with any LMS - it happens on all web servers

deactivate the faulty feature "ConnectionMessages" in story.html & index_lms.html

That is above my knowledge of how to do. Do you happen to have directions on how to accomplish that? 

Disregard. I see your response in an earlier thread now with those directions! THAnks!

Do you need to unzip the files before making the modifications? 

I agree. Just trying to confirm it is happening across browsers as I have been working with Articulate support for a while on this issue now and it seems the focus is on SumTotal.

Also curious if this is happening to your entire Storyline course or is it happening with a Storyline block within a Rise 360 course?

I'm using storyline as a block in Rise 360. The first 2 storyline blocks didn't have any issue, but on the third storyline block, there are issues.

Holly Hook
Information Services, Systems Educator II

FRANCISCAN ALLIANCE
Inspiring Health

There is actually a trick to this.  You have zip the folder within in Articulate, then extract the folder,  follow directions above, and then copy the file(s) back into the zipped folder. That is the only way we could get it to work correctly and upload to our LMS (Sumtotal). However, be aware, we suspect there is more to this issue than disabling the message. Because yes, this will stop the message, but we are still experiencing a lot of freezing and strange functionality issues that were not happening as much previous to the Nov upgrade.

This is happening in Storyline courses and we only a couple courses in Rise that have embedded Storyline courses, and actually I do not know if the above fix is going to work for those since the way we add in the Storyline courses into the rise courses is via the review link... Unless there is another way to do it where you are using the files to insert it in there.

Thank you Ayou for sharing your workarounds, Ali! I did open a support ticket as well. I'll see what else Articulate says. 

Within my Rise 360 SCORM file, I was able to find at least one of the story.html files and can delete the connection message, but agree with you that that's only taking the message away, but that doesn't help if it still freezes. 

This is only the second course I've created. My first one was published in early January 2023 so it would have also been on this same version. I haven't had any complaints about it. 

Thank you again for sharing your experience and workarounds. 

if you remove "ConnectionMessages" from the html(s) not only the message is disabled - the whole faulty preloading is deactivated

yes you have to unzip the (Scorm-)Package - modify the 2 html files - and repack the zip

if you use exacty the same package which was/is online*, the existing learner resume states should have to be preserved

* if you publish (the unchanged course) in storyline, patch the htmls and upload to your LMS you loose all previous learner resume states !!!

We are getting dozens of trouble tickets for this problem and are in the middle of our annual compliance cycle. Is there a consistent recommended method to resolve this "freeze" for our users? Clear the cache? Reboot? Different computer? Different browser?

Thank you so much!

Hi Dianne,

Welcome to the E-Learning Heroes Community!

I'm sorry you are also running into this issue; I understand how frustrating this can be. Have you tried the workaround steps suggested by my colleague, Michael? These may be helpful to improve your experience while we're trying to come up with a more permanent fix.

In the meantime, here are steps you can take to disable the lost connectivity alert in your published courses.

For a course published to web,

• open the story.html file in a text editor, such as Notepad.
• search for the line that begins with features:
• remove the text ConnectionMessages, (including the trailing comma) from the line
• save the file

For a course published to an LMS,

• open the index_lms.html file in a text editor, such as Notepad.
• search for the line that begins with features:
• remove the text ConnectionMessages, (including the trailing comma) from the line
• save the file

After making this change, the lost connectivity alert will no longer be active in your course. You can deploy your course using your standard procedure and the functionality will be disabled.

Let me know how it goes, and I'll be more than happy to assist further.

So just to clarify by doing this - the connection error still exists and this simply removes the connection error, right? Or is it the connection error message the culprit causing the problem in the first place and doing this actually fixes the problem? 

Thank you for your help

Hi Keith!

Thanks for reaching out!

I see you've already opened a support case and are working with my colleague Victor. You're in excellent hands! It looks like Victor replied to your inquiry with an answer, as well as some clarifying questions!

We'll continue this conversation over in your support case!