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.
Even after using latest SL3 updates(6th March), we are still facing crashing issues on iPad, iPhone and Android Tablets. The course does not contain anything as explained by Justin (many layers of large, lengthy videos, or high-resolution images with zoom regions). We have used hardly 3-4 layers, images are optimized and no videos. The courses are working fine on desktop browsers.
Urgent attention is required, since we cant deliver such courses to our clients.
Hi Cliff,
Thanks for sharing your file. I went ahead and opened up a Support case for you, as our team will want to test this file if it is crashing iPads still. The latest update of Storyline (Update 3) has the fixes also mentioned in Storyline 360 Update 11, 12 and 13, so I do expect your file to behave better with that latest update - but we'll test it and share a copy with you. Keep your eyes out for an email from Support@articulate.com.
Hi Sagar,
I'm sorry you're still experiencing this as well. Crashing on Android is something we haven't heard or run into in connection with this, so taking a look at your file and gathering more information about your testing, hosting, publishing options will help our team troubleshoot this with you.
Since you didn't share a .story file here, I didn't want to open a case on your behalf, as the first step will be uploading your project. Can you reach out to our Support Engineers using the form here and upload a copy for us there?
I have been experiencing the crashing issue and some videos being frozen on the first frame when the Storyline modules are being playback on iPad or Android tablets. It was more prevalent on iPad devices, but now it is happening with more frequency on Android tablets. I have a case open and I have been working with Lea Agato. I just sent her an email about the problems that our client is experiencing with the courses we published using the latest updates of Storyline 360. I provided Lea with links to the same file published using version 3.9.13510.0 of Storyline 360 and version 3.13.15006.0.
On the version of the module published with the older version of Storyline, the program plays well on Android tablets, but with the latest release, the videos appear frozen starting around screen 17.
It seems to be playing better on iPads, but on a couple of occasions, I have experienced a long delay loading the next video and sometimes the videos playback with no audio.
Both modules play well on desktop computers. It has been explained to me by Articulate support that the issue is related to memory management problems on mobile devices and that Articulate is working on a solution.
We are eagerly waiting for a solution that will fix this issue. We have several learning modules published using Articulate 360 that we developed specifically to run on iPad and Android tablets.
Thank you for your attention to this problem.
Hi Oscar!
I appreciate you opening a support case about this--that was absolutely the right move! I'm actually not seeing your case by doing a name search. Do you have your case number handy? I'd like to take a look at the details of what Lea shared with you. Thanks!
Hi Alyssa,
Here is the case number #01090918
Thank you!
Oscar
Hi everyone, to follow-up on my posts on March 8 and 9, 2018 where videos are sometimes not auto-playing on iPad iOS 10.3.3 with the Storyline 3 update 3.3.15007.0 and Storyline 360 update 3.13.15006.0, a case was raised with Articulate: #01293964.
After much trouble-shooting back and forth, the issue has been raised as a possible software bug by Articulate.
To work around this, we have had to rebuild courses to require the learner to select a button to play each video, thus looking forward to an update when available.
Thanks, Krista for sharing that info here, and I can also connect this discussion to your support case. We'll let you know once this is fixed.
We have a big problem with iPAD, the Storyline 3 files work fine on every device except iPAD. Our customer has 300 ipad users. We upgraded every course to Storyline 3 and we find it really difficult to manage the client requirements. Can't you provide an option to stop preloading the content on iPad? I know this is not a permanent fix, at least if it works, it is better than crashing. Its taken a year and we have been facing these issues again and again. Do something and get this right soon.
Hi all, just to follow-up on my post on March 27, 2018 where videos are sometimes not auto-playing on iPad iOS 10.3.3 with the Storyline 3 update 3.3.15007.0 and Storyline 360 update 3.13.15006.0 and a case was raised with Articulate: #01293964.
I installed the Storyline 360 update 3.14.15225.0 from April 2, 2018, and the issue is still present there in my testing. It did not appear to be listed in the fixes but I just wanted to check, and wanted to let you know as well.
