Course Crashes for Some Users using Cornerstone LMS

As of this morning, 813 people had completed the training. I am trying to get a count on the number of calls we have received in, but I know as of yesterday it was over 20. 

We tested this training and purposely tried to break it before we made it live and none of the testers had any issues. 

The big issue seems to be at Question 1 of Section 4 (Section 4 is the next to the last section). The training is “crashing” and then people are unable to pick up where they left off and have to start the training over again and the problem repeats. Users are asked to reset their browser and try a different one, but the same problem happens. 

Since the issue started, some of the tests we have done included having a Service Desk employee that had been unable to complete the training trying different browsers and machines was able to complete the training on my machine. Another student worker completed the training on a computer that had failed for the other student worker. We checked the browser versions and they are the same on the machines. 

An employee also created a SCORM cloud account (recommended by Articulate support) and tested the training there, on multiple devices and browsers, and did not have issues there.

The problem has occurred in different browsers and on campus. We can’t seem to find the commonality between the crashes yet.

We had one employee that actually had code display at one point when it crashed and captured it. The code was: 

48:Sun Oct 03 2021 19:12:45 GMT-0500 (Central Daylight Time) - In InitializeExecuted, blnSuccess=false, strErrorMessage=Error - unable to acquire LMS API, content may not play properly and results may not be recorded. Please contact technical support.
49:Sun Oct 03 2021 19:12:45 GMT-0500 (Central Daylight Time) - ERROR - LMS Initialize Failed
50:Sun Oct 03 2021 19:12:45 GMT-0500 (Central Daylight Time) - In DisplayError, strMessage=Error - unable to acquire LMS API, content may not play properly and results may not be recorded. Please contact technical support. 

In researching these error messages, some indicated this could be related to the training opening in a new window. But with over 800 completing the training, it is hard to say that would be the issue. Our HR contact felt the box to open in a new window had to be checked for a particular reason, but couldn’t remember that reason.