Frozen screen (Storyline 2)

I am really struggling to work this one out... Over 600 users have successfully completed a module yet two users cannot complete it. Each time a screen will freeze and they can't proceed.

Both have worked through it in its entirety in the first attempt but not passed. They have since made several attempts to retake however get stuck (on different pages) and can't complete.

- Both have incidents of 'broken, fixed' over several attempts in their history.  

- Our LMS provider mentioned it could be related to bookmarking??

Would anyone have any thoughts on this? Thanks Pauline

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