Forum Discussion

PatrickRyan1's avatar
PatrickRyan1
Community Member
8 years ago

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. 

storyline 360
  • AshleyT-Pollard's avatar
    AshleyT-Pollard
    Staff
    8 years ago

    Hi chiefy,

    This issue is still with our QA team and we're investigating it. This forum discussion is tagged for follow up once we've got some additional information. 

  • PatrickRyan1's avatar
    PatrickRyan1
    Community Member
    8 years ago

    Chiefy, agreed. We have decided to hold off on additional V3 licenses as well. I will try to put together a list of crashes comparing V2 to V3. It is astounding how much quicker V3 crashes than V2. Same course content and media between the two but V3 crashes far more frequently. We have had to reverse our decision to use V3 and our clients have agreed. If V3 would crash as frequently with V2 would be a major accomplishment. I hope others comment on this issue as well. 

  • AshleyT-Pollard's avatar
    AshleyT-Pollard
    Staff
    8 years ago

    I'm sorry it's causing such problems for you, Patrick. Our team is aware of the issue and looking into it. In the meantime, do you know what versions of the iPad your users are having problems with? 

    This was something we saw in Storyline 2 as well (compared to Storyline 1) based on older versions of iPads and iOS. So our team is continuing to look at options and we'll keep this discussion updated.

  • PatrickRyan1's avatar
    PatrickRyan1
    Community Member
    8 years ago

    Ashley, we have been testing on primarily on an iPad Air 2 Model MGL12LL/A with the latest IOS. Crashing on iPads is a known issue. Articulate released Version 3 emphasizing improvements in HTML5/Mobile. The reality is that a reasonably sized and interactive HTML5/mobile courses crash more in Version 3 than in Version 2. It is our hope that Articulate finds a solution to the known challenges with the iPad so reasonably sized courses crash less frequently in Version 3 than they did in Version 2. 

  • AshleyT-Pollard's avatar
    AshleyT-Pollard
    Staff
    8 years ago

    Thanks Patrick for that information about your iPad and version. We'll keep you posted here with updates from our team! 

  • PhilEagles's avatar
    PhilEagles
    Community Member
    8 years ago

    Following this thread, as I have been experiencing crashes with SL3 courses on an iPad too. As mentioned above these problems didn't occur with SL2. Looking forward to a fix on this issue.

  • PhilEagles's avatar
    PhilEagles
    Community Member
    8 years ago

    Is anyone from support able to take a look at my source file to help diagnose the issue?

    • WendyFarmer's avatar
      WendyFarmer
      Super Hero
      8 years ago

      Have you submitted a support case and uploaded your file Phil? They will take a look if you do.

      • PhilEagles's avatar
        PhilEagles
        Community Member
        8 years ago

        Thanks Wendy, I didn't realise you could do that. It's been submitted now, all 2GBs of it!

  • AshleyT-Pollard's avatar
    AshleyT-Pollard
    Staff
    8 years ago

    Thanks Phil for sending in the case! I will follow along and our team will be in touch once they've been able to take a look. 

  • JamesJohnson-df's avatar
    JamesJohnson-df
    Community Member
    8 years ago

    We are having similar issues. We have a large course with four sections. When a learner gets to one of two specific sections the course crashes.

    However, we have those four sections broken out into standalone versions. The two sections have have issues in the larger course work fin in Safari and Chrome on iOS. They're the same sections, just slightly different conclusion slides.

    I've submitted a ticket and our files (full course and standalone courses). The ticket # is 01093780.

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