Forum Discussion
You are offline. Trying to reconnect... message when viewing course on LMS
Hi there. We are encountering circumstances where folks are viewing SL courses on our LMS and get this message. If they close out of the course and relaunch it doesn't seem to be tracking their progress and making them start over.
Has anyone seen this before and know where the issue might be?
Thanks,
Deanna
Hi, everyone!
I have some great news to share. We just released another update for Storyline 360. In Update 76, we’ve included important fixes and new features!
One enhancement we’ve included:
The lost connectivity alert is now optional. Turn it on in the player properties.
To take advantage of this update, launch the Articulate 360 desktop app on your computer, and click the Update button next to Storyline 360. You'll find our step-by-step instructions here.
Please let me know if you need additional help!
Hi Simone,
I'm sorry you're running into this snag! I have opened a support case on your behalf. You may have seen the support email that was sent. Our support engineers will be in contact soon to help you through this issue.
Thanks for reaching out!
Hi Emily,
I'm sorry to hear you're also hitting this snag! Does changing their networks or toggling the VPN help resolve the problem for the learners?
If changing networks doesn't improve things, could I have you connect with us in a case so we can determine what's happening? We'll reach out soon after we hear from you!
This is happening to us too. But it's more than one learner who are all at different locations, so it doesn't make sense that it's the lost connectivity alert mentioned above.
Hi Lori,
This issue doesn't seem to be affecting everyone who is using the most recent versions of Storyline 360 so we recommend reaching out to our support team by opening a case so they can take a closer look at the behavior with you. Since the issue involves an LMS, they may recommend testing how your course behaves when hosted on a different LMS to help isolate the behavior.
How recent? We're experiencing the same issue in the Sumtotal LMS and we're on version 3.73.29831.0
Hi Lori, sorry to hear you're affected too! We've resorted to installing an older version of Storyline from before the November 22 update and republishing all of our affected courses.
It's resolved the issue for now but is only temporary and not ideal. Fingers crossed Articulate get to the bottom of this bug soon.
Articulate users at American Airlines are also running into this issue. It is widespread across devices, browsers and courses. Please look into removing this feature until the bugs are worked out. We are using SumTotal LMS. I am curious what LMS others that are experiencing this problem are using.
Echoing Ali Preissinger's comments, multiple courses, browsers, devices, and users report the same problem: getting an offline message while not offline. They cannot complete training, but have clear access to and use of the internet with other apps, but their training stops working. It is happening with courses that have been previously tested and proven to work.
Echoing all of the experiences mentioned above. My company also uses SumTotal with users across multiple locations. Similar to what's already been mentioned, the recent storyline courses we've received from vendors show an offline error message even though they are not offline and the courses stall or may not even let them proceed.
Hi Ali, Lori, and Samiah,
Happy Wednesday to you all! ✨ Thanks so much for reaching out.
Ali, I see that you're working in a support case with my colleague Fannie May. You're in great hands. We'll continue troubleshooting with you in your case via email.
Lori and Samiah, thank you both for reaching out about this issue. I have some additional questions in order to assist you better:
- Have you tried testing how your course behaves when hosted on a different LMS to help isolate the behavior? I'd be interested to know if you receive the same messages.
- What LMS Standard (AICC, SCORM, xAPI, cmi5)-If SCORM, which version (ex. SCORM 2004 4th edition) are you currently using when creating the published content?
- What version of Storyline 360 and Articulate 360 are you currently running?
As my other colleagues have mentioned, we'd be happy to take a closer look at your individual files within a support case to assist with troubleshooting.
Looking forward to hearing from you!
Hello Luciana,
Working with support was not helpful. Please, escalate this issue and remove this non-working feature.
hello! We are also seeing the same issue for our users. Do we know if there is a resolution to this? Is it an Articulate bug?
Hi John!
So sorry to hear you've encountered this setback as well!
I see you've already opened a support case and my teammate Robert has picked it up! You're in excellent hands!
We'll continue this conversation in your case via email. Thanks for reaching out!
Great, thank you!
Hi Lucia, and welcome to the E-Learning Heroes Community! So glad you're here! 🥳
Sorry to hear you're experiencing this issue!
I wanted to let you know that we have released a new update this week for Storyline 360 (Build 3.74.30180.0)
As a first step, I recommend updating Storyline 360 to the latest version and publishing. Here's how:
Additionally, we recommend testing the behavior of your course in SCORM Cloud to see if the behavior is isolated to your LMS. You can test your course in SCORM Cloud, which is an LMS that we use for testing as well. Here's how:
Please let us know if this helps! Looking forward to hearing from you!
