Storyline course randomly getting "stuck"

Hi there, sorry but I’m going to add to the crowd experiencing this issue.  Over the last few weeks, users here have been  reporting random unresponsive screens for our software simulation e-learning courses. These courses have been live without issues for over a year. 

Our users mostly use the latest version of Chrome for the web based e-learning but some have resorted to MS Edge following the above issue.  However, the problem occurs in either browser!  

It is annoyingly random - affecting remote users and those on site, Chrome and MS Edge users.  All users, however, are on Windows 10. 

I was able to fully complete a particular course with no issues two days ago but, today, using the same PC and browser, the course refused to progress beyond the initial slide.  I refreshed the Chrome browser and restarted the course and made progress until the course refused to budge beyond the slide that followed my initial problem slide!  

I recorded the frustrating impact of this issue in the attached video. The course registers my  correct and incorrect mouse actions but  refuses to progress to the next slide. 

I’ll be happy to share my storyline project files because this problem is driving me and busy clinical users to distraction!

A solution would be greatly appreciated! 

Hi Christiana,

It looks like Google corrected an issue with media playback in their latest update, Version 92.0.4515.131.

I'm not sure of the update rollout, but be sure to update Chrome when available and let us know if this resolved the issue for you as well.

I'm not sure, Christiana.

What version of Edge are you currently using?

I'd like you to share your project file with our support engineers to investigate what's happening with your permission. You can share it privately by uploading it here. It will be deleted when troubleshooting is complete.

It looks like your email signature came through when you replied via email. You can remove that if needed by clicking ‘Edit’ beneath your response. Here’s a quick Peek video if you need help.

Hi, Christiana.

Thank you for the update! It looks like you're working with my teammate Gerald, so you're in great hands!

Please reach out to Gerald through the case if you have additional questions.

Hi,  We are currently facing a similar issue where our learners get stuck on various slides of our internal built eLearning module. 

Is it possible If I could share the file with you to support troubleshoot?

Absolutely, Clement. I'm happy to see that you were able to contact our support team and are currently working with Matthew.

Thanks Leslie, I wanted to chase if there's any update on the file that I sent? King regards :) 

I appreciate you following up, Clement. It seems that you may not be getting our replies. Matthew sent a reply to you on 11/30 and 12/2, but I assume you got the initial email since you have replied.

Can you double-check your junk/spam folder for replies from support@articulate.com? I've also let Matthew know you're reaching out here.

Just in case this helps anyone, I thought I would say that a great bit of advice I received from Articulate Support, when my users had experienced issues with a two year old e-learning course, was to simply republish the course in the most up to date version of Storyline.   

This won't work for all problems but when you consider that Storyline updates correct bugs as well as introduce new features - it makes sense!  

Good luck!

Hello,

I hate adding to the crowd here but I am facing the same issues as above. This is an eLearning course created using articulate 360. It is fairly large, shared through our LMS, and is having the issue of getting stuck on some slides when users try to access it. Is there a solution to this issue?