Forum Discussion
Storyline: video does not play and keeps charging
Hello!
One of our clients bought around 60 licenses for an e-learning and those who started it made it to the end and retrieve their certificate EXCEPT FOR 1 USER.
He's one of the administrators of the firm (high profile) and he's stuck on a section where he has to click on "Start" and a video plays automatically.
The video does not play and instead the content is on loading mode with the 3 dots charging.
I personally tested the elearning 5 times since yesterday on different browsers and was not able to replicate the issue. Plus, his colleagues from the same firm did not have the issue.
Do you guys think it might be an IT restriction from his side since he has a higher profile? What else can I check or suggest?
Thank youuuu
Really sounds like a issue with his computer. Has he Javascript disabled or any blockers in place ?
Get him to share his view, and let him run the course and view with browser developer tools active, then you might get a message whats blocking it.Hey,
thanks for your reply. I think so too..
Very difficult client, he only gave me time to look at his screen when he encounters the issue and hanged up the moment I told him everything works properly from the storyline file perspective.
I guess there is no much I can do without his collaboration. I will maybe draft an email asking him to have their IT dept to intervene .
Lesson learned for next time!
You could make a quick tutorial showing him how to use the console to debug. You can save debug.logs Those he can sent to you and if there is some error recorded you might be able to find it.
Communication is key ;-) He might be offended by you stating 'Everything works properly from the storyline file perspective'. Feeling you said...'Its your fault'. ;-) Try to help him.
