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haithanh_shopee's avatar
haithanh_shopee
Community Member
1 month ago

SCORM 2004 Course Crash (White Screen) on iPhone 11 and Below

I'm writing to ask if you guys encountered issue like this and how did you solve it?
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PRODUCT & INTEGRATION CONTEXT

We are using Articulate (Rise360) to author course content, which is exported as SCORM 2004 (4th Edition) packages (.zip). These packages are uploaded to our custom LMS back-office portal and served to learners via a SCORM runtime integration.

ISSUE DESCRIPTION

A significant portion of our users are experiencing a course crash when attempting to access SCORM content. The symptom is consistent: the course loads briefly, then displays a white/blank screen and becomes unresponsive. The course never renders.

Key observations:
- The issue is device-specific: it occurs exclusively on iPhone 11 and older iPhone models
- iPhone 12 and newer devices are not affected
- The behavior is fully reproducible and consistent across affected devices
- Our engineering team has traced the root cause to a potential structural issue within the SCORM package itself


INFORMATION FOR DIAGNOSIS

You can find these in attachment: A screen recording demonstrating the crash behavior: 

https://drive.google.com/file/d/1a5iOcJ5XtMcutL9ll0IsFurncXJtmHrE/view?usp=sharing
Please help, many thanks in advance 

2 Replies

  • I suspect the first question Articulate will answer is it reporducible on Scorm cloud

    • haithanh_shopee's avatar
      haithanh_shopee
      Community Member

      😂 😂 fortunately, the first response I got from the, is to suggest user to update OS version since this issue is caused by a memory crash in outdated Safari browsers that has been fixed in later versions of iOS.

      But with our situation, SCORM content is not opened in Safari or Chrome — it is rendered inside our app's WebView component, which is controlled by the OS -> so Articulate's response can't be applied. Do you have any suggestion?