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.
Hi Inga,
That sounds quite different than the rest of this discussion, where the courses are strictly crashing on mobile Safari due to the way Safari keeps the memory and what Storyline is trying to load.
Are you trying to use Firefox on a mobile device, or this is on your desktop? Have you tried testing it outside your LMS? If you could share the file, I'd be happy to help, but if you can't you could look at using SCORM Cloud. It's a free testing option for LMS content.
Also, if you'd prefer to work one on one with our Support Engineers, they're always happy to help and can sign an NDA! That may also help prevent any other confusion in this discussion since the issues are different.
Good afternoon,
Our team recently upgraded to Windows 10, which required an upgrade to Storyline360 as well (as far as I know, Storyline2 is not compatible with Windows 10). A large majory of our clients use iPads to take their training (over 10,000 users). We first published a course using 360 prior to the "fix" and then republished once we updated to the most recent version (about a week ago). However, this fix has not resolved the issue. The course freezes on the page that would lead into the results slide. We had to build a workaround (removing the results slide and setting the completion based on slides viewed- changing each question to unlimited attempts which ultimately requires them to pass with a 100%). This is not a viable solution long term. Is anyone able to give me insight as to why the course is still crashing after the fix was pushed through? Or when a permanent solution will be pushed through? We are using our brand standard font: Humnst.
Thank you for any information.
Hi Jamie. Thanks for providing those details. Would you be able to share a copy of this course file as well as your font files? We've been testing large font files to see if they're a common link in courses that are still crashing after our update.
If you can share those items, please upload them directly to our support team.
One thing to note: Storyline 2 can run on a Windows 10 desktop. Storyline 1, however, isn't officially supported for Windows 10.
Hi Crystal,
I can't provide the font files as they are licensed per user. However, I will upload the story file to the support team. Thank you for any assistance.
Hi Jamie,
Many months ago we observed that SL 360 generates any of several JavaScript errors running in HTML5 mode. (Usually an undefined variable reference) Most are non-fatal but our LMS would terminate the course on any un-caught JavaScript error. We took steps to mod our LMS not to terminate but log the error in the background.
A wide variety of errors continue to occur at random every day. Many in Google Chrome, or on iPads, iPhones, anything playing in HTML5 mode. (We know this by tracking the browser user-agent string)
If these errors could be reproduced on demand I would forward that information.
Just a reminder that SL 360 has a way to go to clean up the HTML5 JavaScript.
Hi Jamie,
Thanks for reaching out here and sharing that you're still running into issues with this crashing. Are you able to share a copy of that course with our team of Support Engineers here? We'd like to take a look at the course, custom font, and know a bit more about the iOS versions and devices you're using.
Thanks Jamie - Looks like Wilbert is taking a look. Thanks for letting us know that you reached out to the team.
Does this apply to SL360 as well? I always assumed SL360 was SL3 too
Good morning,
To follow-up on my post on March 7, 2018, we did install Storyline 3 update 3.3.15007.0.
We found that it did seem to resolve some crashing we were experiencing on iPad iOS 10.3.3 similar to that described in this thread, but, introduced a new issue where it would seem the third video and videos beyond in a course do not autoplay with the "Play Video" setting at "Automatically" or with this set to "When triggered" and a trigger on the timeline set to play the video. They will only play by clicking on them or on click of a button.
In our actual course, it did not seem to matter which of our videos (smaller or larger) was the third, or whether that third video appeared directly after the first two or later in the course.
We experienced the issue on two SCORM LMSs including SCORM Cloud, on two different iPads using iOS 10.3.3 and when publishing the course in the Storyline 360 trial version 3.13.15006.0.
We tried different simple examples to troubleshoot and narrowed it down to what seems to be the core issue by creating a new SL3 file with four video pages using the same fairly small video with audio, and added a Next button. We published to SCORM 1.2 without any patching and on a SCORM 1.2 LMS the third and fourth videos would not autoplay on iPad iOS 10.3.3.
It would seem perhaps this is a new issue with these versions of Storyline 3 and Storyline 360.
Thank you for any information you can please provide regarding this issue.
Thanks for letting us know about the new problem you're having, Krista. Can you please send us a copy of your .story project file for a closer look?
Thanks!
I can confirm that the update has fixed my media rich, problematic file. Good job guys.
Thanks very much for the update on the overall issue Justin, and for requesting a file to troubleshoot the video issues I posted on March 8, 2017 following installing the Storyline 3 update 3.3.15007.0. I have submitted a new case to Articulate with a sample file and am looking forward to the team's response.
Thanks!
Hi, Andrew. We don't have a specific guideline, but our user data shows that most users won't run into this limit.
Hello All.
I too am finding that courses on the iPad are crashing.
I had a short course with some video clips in and this crashed. I stripped out all of the video - still crashed. Cut it down to just one scene, containing a drag-drop slide and six multiple choice questions with feedback (story attached) and it still crashes. Throughout all, it worked fine on the PC. This was made and published using the latest SL3 update (6th March 2018).
This is the third course I've put together using SL3 and going back to check the others, I have noticed that they also crash iPads, although less frequently. These ones were made using earlier release of SL3. I will try republishing with the latest version to see if that has any effect.
Any help would be appreciated. It really is a deal-breaker in terms of being able to use SL3. I really like the features and ease-of-authoring in SL but can't afford to deliver courses that can't run on iPads.
Any thoughts or news on this?
