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

it is such a pity that articulate has discontinued the Articulate Updater in 02/2019 - with that one could have solved the problem globally

Agreed!

We started having reports of this about two weeks ago, and the number of reports continues to increase. We've logged a support case (Aimee Pellegrino and I work together for this). We have 400+ courses in our LMS (Cornerstone) so versioning all courses is not a feasible fix.

Is there a tried and true way to get users past the issue once they run into it? I need a short-term workaround so we can help users once they've been stopped by the offline message.

Has there been a resolution to this issue? Users have been receiving the offline error but it is not consistent.

Hi Monica - we also are seeing the inconsistency with this. Some users get it, others don't. We have a very hard time replicating the issue when its reported to us by a user, but we've got the screenshots and are aware it's happening. 

Have you found anything that consistently allows your users to move forward after they've seen the error?

There has been no resolution besides removing code from the published code and reuploading to where the course is being hosted.

Clearing the cache on the browser resolves the issues and allows the user to move forward. Getting the learners to actually do this is another issue.

Earlier today we were given this response by Articulate:

"Rest assured, this feature has been thoroughly tested by the Product team prior to its release.  After receiving reports of issues with this feature, our Product team had worked with multiple customers and through exhaustive tests we have confirmed that the feature works as designed.

Currently, the customer examples we’ve tested and monitored can’t reproduce the issue and that if it’s consistent for you, then we need your help to get reproduction steps.

We believe that the learners who experienced the issue were in a state where an asset was not being delivered either because of Internet speed or something related to the delivery of the asset from the server."

Everything I have found here sounds as though Articulate is aware that this is a bug - So I was not expecting a response that this is working as expected. 

did you send this info to articulate?

if this proves to be true - it is clear that the problem really lies with the preloader

they really don't seem to get it - such a problem* can't be fixed with this kind of test - the only thing that really helps is a complete code review of the preloader

* very rarely occurring

Yes, we have been directing users to clear all Google Chrome browser cache and cookies. Then retry the course and if not working, cancel the course registration and retry it again. The error does not happen every time to every course. I will try to repackage the course and upload it again to see if it works.

Please make sure that fixing this is Priority One. Our entire agency (more than 12,000 people) is required to take a course that was created with StoryLine, and had this issue; this should be a relatively easy patch, and I look forward to seeing the Articulate update.

Thanks in advance.

do you have users with the problem which are using other browser - Firefox or Safari?

Google Chrome is preferred browser when using ST platform.

Our company's default browser is Microsoft Edge, which is where we experience the issue.

Our users are still experiencing this on all devices and browsers. It is random and periodic. It does not happen due to internet connection or speed because we have seen it happen while plugged into company LAN line. Articulate engineers worked with SumTotal LMS and did not find the issues had to do with SumTotal. SumTotal closed out this support ticket. The forum dates back to December with no fix for the issue. It seems like there is more of an issue of courses timing out/freezing/not functioning property, which is why the error message was created in the first place. Unfortunately, it caused more problems than helped. The timing out and freezing is an ongoing issue even with the error message removed. I am hoping that is what is being worked on by articulate engineers. 

We have tried various methods to replicate the issue, but have not been able to. I've been able to replicate the error message, but it goes away when I reconnect. We are doing the recommended html workaround on our mandatory courses due soon, but we are a large organization with too many courses to attempt this for all of them. I did not get a response from Articulate on how users should resolve the problem when they are frozen, but we are sharing communications to users experiencing the problem to 1) try a different computer or browser,  2) to clear their cache and reboot. 

Hi Dianne!

Thanks for sharing the feedback and workaround steps you've implemented so far! Sorry to hear the connectivity error message has been a persistent issue for you and your learners. I understand how frustrating this can be!

I've opened a support case on your behalf to put you in touch with our support engineers who will work one on one with you to test out other solutions while we monitor this ongoing issue.

You should be hearing from them shortly!

Hi, everyone!

I have some great news to share. We just released another update for Storyline 360. In Update 76, we’ve included important fixes and new features!

One enhancement we’ve included:

 The lost connectivity alert is now optional. Turn it on in the player properties.

To take advantage of this update, launch the Articulate 360 desktop app on your computer, and click the Update button next to Storyline 360. You'll find our step-by-step instructions here.

Please let me know if you need additional help!

Can you please add a feature like this to Rise? When a user gets disconnected in Rise they unfortunately can keep going through the whole course.

Hello Will!

I'll go ahead and file a feature request for Rise! We'll keep you updated if it makes it on our feature roadmap.

Hello, what's the latest with this issue please?

Hi Dynamic. Developers!

Thanks for reaching out. We don't have any news to share at this time. We'll update this thread in the future so you are all in the loop. 

Hope that you have a great afternoon!