Storyline course randomly getting "stuck"

Hmmm. Were you able to get information on their system setup, either using the link I put in here or the link Ashley shared? I'm not *that* technical, but I do think if you only have some users experiencing these issues, that it must have to do with their setup, versus something in the course itself.

Have you opened a support case, screencast or not?

Hi Sarah, 

We'd be happy to take a look at your .story files and see if we can recreate the issues you're describing. You'll want to include the information about how the course is being accessed (browser, web, lms, etc.) so that we can test it under those conditions. 

I would greatly appreciate that! I am uploading the .story file now.

Thanks Sarah, and I see your case (# 00374452 for my reference) so I'll follow along as well. 

Was there ever any resolution to this thread? I see this was 2 years ago but I'm having the exact problem now. Published a compliance training and about 100 people so far have successfully completed but there are a significant handful who have emailed me saying the content video gets stuck on a slide and won't budge...I'm thinking it has to be something with the browser or system settings? We are using a Saba LMS.

The Articulate team might find system information (browser, operating system, etc) helpful. How many of the ~100 people are using IE11, Edge (Windows), Chrome for example. Articulate posts the supported system configurations. I've bookmarked so I can share with clients when starting new projects.

https://www.articulate.com/support/storyline-2/system-requirements-for-articulate-storyline-2

Hi Amy,

For Sarah's previous issue the steps she was directed to go through were the following:

1) Upgrade Adobe Flash Player here: http://www.adobe.com/go/getflash 

Hi, 

Any updates on this please? I have developed an Corporate Ethics course for a client, this course had went out to all employees. Users are reporting that the course stops/hang/freeze in the middle of the course. They are using IE11 as per company policy. 

I've tried accessing the courses using IE11 on my side and it's working well. Thought this was more of a browser/computer setting but seems that a number of developer are encountering this issue. 

Please let me know if there is any thing/setting that can be done/check within Storyline? Client users is using SuccessFactor LMS. 

Hi Lim, 

Are you able to have them check the browser set up in terms of the Flash player associated with their browser? That could still be limited to each specific browser and therefore individual. The steps shared above should assist with going through that.

The other thought is a lot of times Internet Explorer may display as a particular version but it's actually running in compatibility mode which will force it to work based on an older IE browser specification. 

Here's a quick Peek at how to see if IE 11 is running in compatibility mode recorded by my colleague Justin.  If you confirm this is happening, a next step might be to test your Storyline course in SCORM Cloud and see if IE is being forced into compatibility mode there as well. That'll at least give you some more information to share with with your Success Factors team or internal IT about not letting IE go to compatibility mode. 

I am having the same issue. We are getting reports of learners getting stuck at various points within the module.  It seems like sometimes the navigation buttons (custom, not on the player) buttons don't display, other times they get a blank slide (with only the background image). We have not been able to identify any trends with regards to browser (some are using IE, others Chrome), nor is it any one particular slide or scene (have had reports of users getting stuck in each of the 6 sections). However, other users have been able to go through the course with no issue at all. They are all accessing the content through our company's LMS, but that is as much control we have over how they access it - there could be any number of different browser (and browser versions) in use, so troubleshooting browsers is a non-starter. What would cause a published storyline 360 course to have intermittent errors?