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!
It seems like everyone who has posted to this thread experienced this problem with LMS courses. I am getting the same error from a course published for Web and placed on a web server. I republished the course with 3.74.30180.0, which I installed this morning, and get the same result. Oddly, the course works fine on an internal web server that is behind our firewall, but it throws the "You are offline" message from a copy that is packaged as part of a RoboHelp online help system on an external-facing web server that requires sign-in. Any ideas?
Hi James,
Thanks for reaching out! Sorry to hear you're experiencing this issue as well.
I see that you've opened a support case and that you're working with my colleague Ian. You are in great hands!
We'll continue the conversation over in your support case.
Have a great weekend!
The issue has not been resolved. I was disappointed to see another update go out and nothing done about this. As stated above it is happening on all devices, browsers, connections, platforms and to over 30 courses among multiple development departments. I am working with a support case, but it is not helpful because it is not something that can be replicated. It happens randomly multiple times a day to learners taking our courses. And as I see above it is happening to many people. So looking at our Articulate files is not going to help. We are developing our courses in the same manner we were before this feature was added. It is clearly the feature that was added not working correctly. Even if it is fixed at this point it will require us to republish over 30 courses. Is someone actually looking at correcting this feature? Are there any plans to remove it? It is not working as intended.
the error has nothing to do with LMS - you can produce this error easy without an LMS
- publish to Web
- go to publish folder "mobil" and rename one image (which is on base layer of the first slide)
- start the course on a webserver
- so only one harmless 404 error should appear, but the training should start
- BUT storyline starts with the "lost connection" message and tries to load every 0.5 sec the non existing image for ever
that the total wrong methode to handle a 404 or other internet errors !!!!
if data cannot be delivered - because e.g. a webserver or a proxy server cannot handle data at this moment, you NEVER make such a short and fixed time interval for endless retry. This will make an perhaps existing small problem much worse.Do you suggest we revert back to previous versions of Storyline, before the update?
just tested with 3.68* - the course starts normal if a single image is missing
>Do you suggest we revert back to previous versions of Storyline, before the update?
the answer is unfortunately simple - downgrade doesn't work anymore (at least without asking support) version 3.68 has just been dropped for normal downgrade
* I have all installer since Jan 2022 in my backup
This is what Articulate Support is saying. They do not seem to understand this is a bug with the feature and it does not work correctly:
Hi Ali,
Thanks for patiently waiting as I look into your project file.
I tried publishing one of the courses in SCORM Cloud using Storyline 360 Build 3.74.30180.0. I wasn't able to experience the issue or replicate it.
Can you please click on the link below for the test invite?
Please note that: The offline notification appears in the published course when an LMS statement fails to record. The LMS statement keeps attempting to record until the learner's network connection is restored. When the LMS statement successfully records, the offline notification disappears, and the learner can continue taking the course.
Try testing it; you can share the link with other users to see if the issue persists. Otherwise, we are looking at an LMS or network issue that causes the problem.
Also, if the issue also happens to other courses that were published before November 22 update, most like like it's an LMS or Network issue.
Let me know how it worked for you and if you need anything else.
Thanks,
Fannie May Alba
Customer Support Engineer
Articulate Support - https://urldefense.com/v3/__https://articulate.com/support/__;!!OgnrLJOUc50AAzM!Pi8STWsmvuIGe3FPpg33hgHtg199JbM5XDh5jUPOgtzTEfW-laJzBy0vMtnZMnbkXeaS1tz97THEC2pZTTrS6v2r$
>Also, if the issue also happens to other courses that were published before November 22
>update, most like like it's an LMS or Network issue.
they don't understand how internet works - no data from the server is guaranteed
if articulate does not withdraw this extremely problematic feature, they should document the exact NEW system requirements for LMSs so that LMS systems either adapt or officially refuse to host Storyline courses
@articulate - did you checked the new preloading methode with
- web server with HTTP/1.1
- web server with HTTP/2
Scorm Cloud uses the newer HTTP/2 - and there do not seems to be problems
Update: Review 360 also uses HTTP/2
Hi, I would like to add to this as well - also frequently encountering the 'you are offline - trying to reconnect' error with storyline eleranings on our LMS. Can't really identify the commonality between what will and won't have the error and it's becoming quite the barrier.
Does the message "You are offline - trying to reconnect" disappear after a few seconds or does it stay?
My users and my own experience is that the message, "You are offline..." does not go away. Once it comes on, the training is frozen and will not move on. Some have had success with completely clearing browser, closing it for a minute, and then restarting the browser, LMS, and module. Others have not had immediate success after the browser clear, but in later sessions or on different device, have been able to complete that module that had previously had the error message. The message does not consistently appear on the same training, the same slide, the same browser, or the same device. Since it is sporadic, it does not seem linked directly to any of these causes.
>My users and my own experience is that the message, "You are offline..." does not go away.
@articulate: your preloader is broken - fix it !!!
We continue to have this issue this morning with Storyline 360 courses. We have a support ticket open with SumTotal Learn (IS-04540292). Can we make a connection between both vendors, or do you already have a relationship established for support? I can replicate right now on Microsoft Edge.
Hello @articulate. Any update on fixing the bug? The comments above lead one to believe it is an Articulate issue... not a project configuration issue. This is affecting extremely large audiences for required training. Please let us know if there is a resolution ASAP!
