Storyline 3 Crashes on iPad Safari and Chrome

Thanks Jamie - Looks like Wilbert is taking a look. Thanks for letting us know that you reached out to the team.

Good morning,

I see there was an update yesterday for Storyline 3:
https://articulate.com/support/article/Storyline-3-Version-History

March 6, 2018 (Build 3.3.15007.0)

Among the fixes listed:
"Fixed: Lots of videos in a course could cause slides to lag or lock up in HTML5 output, and they could be sized or positioned incorrectly during preview."

Could you please confirm if the fix for "Lots of videos in a course could cause slides to lag or lock up in HTML5 output" is an attempt to resolve the main issue of this thread which is (quoted from Staff Ashley Terwilliger 9 days ago in thread) "crashing on mobile Safari due to the way Safari keeps the memory and what Storyline is trying to load"?

Thanks very much!

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.

Good Afternoon, all.  A quick update:

• In Storyline 360 Updates 10, 11, 12, and 13, we incrementally introduced pieces of the solution we outlined last September.  The following improvements are now complete:
  • Based on the age of the iOS device and the weight of the slide, Storyline preloads some content if the browser can handle it and keeps some content in memory.
  • If the slide is too heavy or the device is too limited, Storyline preloads nothing and keeps nothing in memory after exiting the slide. Slides will load more slowly for learners in this scenario, but it should reduce the frequency of crashing.
• The same solution was added to the release of Storyline 3 Update 3 earlier this week.

We've tested many media-rich courses, and although it is still possible to build a slide that will crash Mobile Safari (think many layers of large, lengthy videos, or high-resolution images with zoom regions) we believe our solution solves the problem for all but the toughest courses.

We have an inkling that there is still more work that can be done on this, which is why you haven't seen FIXED ALL MOBILE SAFARI CRASHING in neon lights within our release notes, but we've made significant progress.  If you have a .story project file that is still capable of crashing Mobile Safari, we'd love to have a copy of it so that we can continue to optimize our published output for iOS.

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?

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.