Forum Discussion
Video slides not loading/progressing in 2 different LMS
Hello! We have been dealing with a video loading problem for close to 6 months after never experiencing it previously with Storyline 360 projects.
Some context: Our agency creates modules for both internal and external learners, using different LMS for both. The LMS we use internally (symplr Learning) does not exhibit this problem.
The issue: We have two externally-facing courses that, between them, contain 3 videos (two videos in one, one video in another; all are different). They range in length from approx. 90 seconds to 4 minutes. Some--but not all--external learners can't progress to these video slides within the courses. The course seems to buffer indefinitely after they click "Next" on the text slide right before the video. My team must then go into the respective learner's LMS account to push them past that video slide. When we log in as them, the video slides function without issue.
Here's what we know/have tried after scouring the E-Learning Heroes forum for possible resolutions:
- This problem seems to mostly come up for learners attending the same university. These learners are all using university-issued MacBook Pros but some experience this issue while others do not.
- Said university's IT dept. assured us there are no firewall or other device security settings that could be causing this error.
- This error has occurred for the same university with the same courses across two LMS systems now (Adobe Connect and TalentLMS).
- This error occurs on multiple browsers like Chrome, Safari, and Brave.
- The video files in these courses are imported, not embedded.
- The video files are .mp4 and not compressed.
- The Quality is set to Static on both published SCORM 1.2 projects.
Despite our best efforts, we have not been able to figure this out. Could it potentially be accessibility-related? Grasping at straws, I opened up my Chrome console and saw two accessibility errors on one of the video slides. I had no problem accessing the slide or viewing the video.
Greatly appreciate any input!
Hi hovaz I don't think the console log errors posted are related to the issue your users are facing.
It would be great to see the data from users experiencing issues, for example, when the video appears to be buffering, it would be interesting to see the messages in the console.log, especially the red ones. It would also be worth checking the Network tab to see exactly what the video is doing and whether it has a code suggesting that there is a problem, for example 404 or other which might help determine the issue.
SamHillThank you for the recommendation! We will ask the next student who encounters this issue to open the console.log in their browser and screenshot. I'll reply here with it whenever we can get that info. This issue has been very sporadic and no one in our organization is able to recreate it.
