Forum Discussion
Storyline 3 Crashes on iPad Safari and Chrome
Storyline Version 3 courses crash when clicking Next or Previous on an iPad on SCORM Cloud and another LMS called Ti LMS.
- Sent case to Articulate support
- Published as HTML5 or HTML5/flash
- SCORM 1.2 (experienced crashes on 2004 3rd Edition as well)
- iPad/IOS 10.3.1
- Does not crash on laptop and desktop browsers such as Safari, Chrome, and FireFox.
- Courses range for 40-70 screens, SCORM file sizes ranges from 17-40MB.
- Using layers for pop ups, quiz questions, narration
- Can't use the Articulate Mobile App, client requires iPad delivery
- Have developed courses of this scope in V2 with no crashing
We have tested four courses dozens of times with the above settings and have crashed on the iPad. The crashing is random and we do get a debug screen (see attached). Crashing can occur at any time but seems to occur well into the course and often when clicking the previous button revisiting screens (most set to reset to initial state). But, it has crashed before finishing the course as well and when clicking Next. There is not one screen (or type of screen) that seems to cause the crash. (Can't share courses here because they are proprietary.)
We reduced the layers and removed animations but the courses still crash. We split courses in half, but they crash.
We created a 50 screen course in V3 then recreated it in V2. The course contains one screen with text, narration, a graphic, and two pop ups. The screen is repeated 25 times. I also created 25 quiz questions.
When I test the V3 50-screen course on SCORM cloud, I crash. Usually after finishing the course and then when I am going back, but it crashes.
When I test the V2 version on SCORM cloud, I don’t crash. I can go through the course multiple course times and do not crash.
Has anyone experienced this issue in either V3 (or 360)? Our thinking is that there may be an issue with V3 and that the crashing may not occur on V2, but were wondering if anyone has crashed in V3 and rebuilt in V2 successfully or has crashed in V3 and found a workaround.
We have published dozens of courses with this scope and level of interactivity in V2 and have had no crashing. This all started with V3 just recently.
Support has been good and here is their take, "Based on the series of testing performed, this occurs on iOS devices but not on Android. The initial diagnosis has something to do with mobile devices limited resource allocation which might be the cause of the issue. However, investigation is still on-going and I'll be sure to let you know for any progress." And, "It doesn't appear to be an issue specific to LMS as it also occurs when I uploaded your content in our web server. The course will crash on random slides and will reload automatically asking whether to resume or not. I've logged the issue as a possible software bug."
Regardless, we have several courses that we need to deliver for the iPad, Safari and Chrome. We have already missed our initial deadline of this past Monday. Please let me know if anyone has come across this issue. If it is a Storyline bug, it needs to be fixed immediately.
Happy New Year Articulate. Do we have an update on this issue?
Happy New Year, an update would be wonderful to hear.
Hi all and Happy New Year!
Thanks for checking in on this issue. We've made big improvements to this in Update 10 and 11 of Storyline 360 and with those updates retested the project files. If you're still seeing an issue using the latest update of Storyline 360 we'd love to test your project as well! You can share it with our Support team here and we'll want to know what device and iOS you're using, and where the course is freezing/crashing for your and your learners.
Also, all the fixes that you see in Storyline 360 updates, will be available in the next update of Storyline 3 which is scheduled for early this year!
Thanks Ashley for the update.
In the release note of update 10 & 11, it is nowhere mentioned about fixing of the freezing/crashing issue. Please confirm if it is fixed.
Thanks
Hi Sagar,
Fixes that include general improvements and prevent this type of odd behavior are not always documented in the release notes, especially in the cases of Update 10 and 11 where there were a lot of specific items we did want to highlight.
After a series of fixes and updates our team tested a wide array of courses shared here in ELH and with our Support team and based on that we feel confident that the majority of courses are fixed. If you do have a course that is still crashing, please let us know as soon as possible! We'll want to get that course into the hands of our team for further testing and continued improvements!
I am using Articulate 360 Storyline and fix appears to have worked for us. So far much better on an older iPad with older iOS with lots of tabs open, runs slower rather than crashing, so thank you.
Look forward to seeing the update on Storyline 3!
Does the update correct Presenter 360 too?
Hello Ashley,
Is the fix you mentioned also for Studio/Presenter 360? If so, when will it be pushed out as an update?
Hi Keith,
We have seen a marked improvement with the test cases that were shared with us previously, but as Ashley shared above, we are still looking at some instances to continue improving.
I do see where you've worked and shared your file with our support team and we will be sure to update you when we can as this thread and your case is linked to the reported issue.
Thanks Mark for that update - and if you're able to close out some of those tabs or other programs running in the background that'll help too! Some good things to keep in mind when you can't update your iOS or device.
We have advised users to close other tabs (not the LMS tab) to improve performance or along these lines. Thanks again.
Hello!
We are having a similar problem with one of our courses on the iPad. We have the newest updated version of Storyline 360 with all updates installed and it isn't working for us or the client.
We have published the course to HTML5 only and it's freezing randomly on both Safari and Chrome. We have tested it on SCORM cloud and it is freezing there. It doesn't freeze on the desktop, and works fine. We have had only the SCORM cloud tab open when viewing so the amount of tabs open isn't an issue either. The client is viewing it on their LMS and it also is not working and constantly freezing in Safari. We have also split the videos in half to make sure they aren't too long, and the videos still freeze in the module.
If you have any feedback and or help for us this would be great!
Annabelle
