Hoping someone can help! We have built a course that our client says when they are using it users get stuck in different places, the course just freezes. Apparently they have run some tests and they say the course just keeps downloading and downloading until it crashes, has anyone experienced this before and is there a fix?
The external company that carried out the investigation says could have something do to with an asset- but didn't identify which one. There are 1000's of assets in this course so I don't know where to begin!
I understand. Are they launching the course from an LMS? Does it crash when the course is trying to load, or does it load and then crash at some other point?
I'd also be curious to know if they are trying to access the course within an LMS system. If yes, this could be contributing to the problem. Anything you can find out about where the course is hosted, how it is accessed and when it is crashing would be helpful.
It is being accessed on Cornerstone, they have tested another Storyline courses and don't come across the same problem. We have also tested it in a Cornerstone platform and didn't have any problems. I have tried to test it in SCORM Cloud but the file is to large to load.
They have had an external company run a test and the report says it could be one of the assets. It crashes in different places for different users.
You mentioned 1000s of assets... Are you using a lot of screen recordings? I have seen occasional issues with screen recordings, and I remember someone saying they had tracked down an issue to a screen recording they had trimmed. Could look in that area.
If you can do some troubleshooting along with the client, use the halving method to try to isolate the issue. Break the lesson in 1/2, and load both halves into Cornerstone. If both halves work, then it is likely an issue with the size of the lesson, and you will need to break the lesson apart. If one of the halves works and the other doesn't, then you have isolated the issue to that non-working 1/2. Break that non-working lesson in 1/2 again and so on. By breaking down the non-working segment each time, within just a few halvings (3 or 4), you will have quickly isolated the issue down to a smaller area that contains the problem.
8 Replies
Hi Karen -
Can you upload your course so we can take a look?
Regards,
Chris
Hi Chris,
Unfortunately I can't upload the course as it is a client's IP.
I understand. Are they launching the course from an LMS? Does it crash when the course is trying to load, or does it load and then crash at some other point?
Hi Karen
I'd also be curious to know if they are trying to access the course within an LMS system. If yes, this could be contributing to the problem. Anything you can find out about where the course is hosted, how it is accessed and when it is crashing would be helpful.
Nicole
It is being accessed on Cornerstone, they have tested another Storyline courses and don't come across the same problem. We have also tested it in a Cornerstone platform and didn't have any problems. I have tried to test it in SCORM Cloud but the file is to large to load.
They have had an external company run a test and the report says it could be one of the assets. It crashes in different places for different users.
It loads and then crashes at different points, the report says it just keeps loading and loading until it crashes.
Hi Karen -
Here are a couple of thoughts in the dark:
Hope this helps.
Chris
Thanks Chris, I think we will have to explore the halving method you mention to isolate the issue. thank you for your time.
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