Forum Discussion

BrianWallace-21's avatar
BrianWallace-21
Community Member
2 months ago

I am having similar freezing issues.

The trainings are running perfectly for hundreds of users, but every once in a while a user reports that the training freezes and that rebooting does not fix it.

This can result in the training being locked at a certain point
   OR restarting from a frozen slide
   OR failing to report results.

Any insight into possible solutions would be helpful. 

Is there a publishing setting that will allow the training to simply reset if needed? 

  • LucianaPiazza's avatar
    LucianaPiazza
    Staff
    2 months ago

    Hi BrianWallace-21!

    I'd be glad to share my colleague's troubleshooting steps that he shared with kashanrizvi. 

    To initially troubleshoot the issue, can you please try the following file troubleshooting procedure:

    1) Create a new project file and save it on your local drive C:. 
    2) Set the Design > Story Size, with the same dimension as your old project. 
    3) Select Slides > Import > Import Storyline. Find your old project file and import all the slides. 
    4) Save and publish your project.
    5) Upload the published course to your LMS/Web sever, and clear your browser cache before testing. This article details how to clear the browser cache for all major browsers: https://www.articulate.com/support/article/How-To-Clear-Your-Browser-Cache

    If clearing your cache doesn't resolve this issue, I'd be happy to help investigate further! 

    • You mentioned hundreds of your learners are viewing this course. Is your course uploaded to an LMS or Web Server? It would be helpful to know if this is happening on more than one course as well.
    • Do your learners experience this behavior if they access the course via a different browser? 
    • I understand this behavior is happening in your published output. Do you experience this if you publish the course to Review 360?

     

    If you're still having trouble, we'd be happy to take a closer look at your file. Feel free to upload your .story file to this thread or privately in a support case.

    Looking forward to hearing from you! 

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