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!
We are getting dozens of trouble tickets for this problem and are in the middle of our annual compliance cycle. Is there a consistent recommended method to resolve this "freeze" for our users? Clear the cache? Reboot? Different computer? Different browser?
Thank you so much!
Hi Dianne,
Welcome to the E-Learning Heroes Community!
I'm sorry you are also running into this issue; I understand how frustrating this can be. Have you tried the workaround steps suggested by my colleague, Michael? These may be helpful to improve your experience while we're trying to come up with a more permanent fix.
In the meantime, here are steps you can take to disable the lost connectivity alert in your published courses.
For a course published to web,
- open the story.html file in a text editor, such as Notepad.
- search for the line that begins with features:
- remove the text ConnectionMessages, (including the trailing comma) from the line
- save the file
For a course published to an LMS,
- open the index_lms.html file in a text editor, such as Notepad.
- search for the line that begins with features:
- remove the text ConnectionMessages, (including the trailing comma) from the line
- save the file
After making this change, the lost connectivity alert will no longer be active in your course. You can deploy your course using your standard procedure and the functionality will be disabled.
Let me know how it goes, and I'll be more than happy to assist further.
Thank you, Eric, for the kind words of welcome. I've been a member of this group for many years, but recently changed my email address, so it only appears that I just joined.
To clarify, I'm a national LMS manager, and I'm asking how to resolve the issue when our users are "frozen." We are a very large, complex organization and editing all our courses will require significant resources (time) for our development teams. In the meantime, I need to let our support staff know how to resolve the problem when it's reported. I've gotten mixed feedback and am not able to replicate the problem myself for testing.
Thank you!
So just to clarify by doing this - the connection error still exists and this simply removes the connection error, right? Or is it the connection error message the culprit causing the problem in the first place and doing this actually fixes the problem?
Thank you for your help
Hi Keith!
Thanks for reaching out!
I see you've already opened a support case and are working with my colleague Victor. You're in excellent hands! It looks like Victor replied to your inquiry with an answer, as well as some clarifying questions!
We'll continue this conversation over in your support case!
it is such a pity that articulate has discontinued the Articulate Updater in 02/2019 - with that one could have solved the problem globally
Agreed!
We started having reports of this about two weeks ago, and the number of reports continues to increase. We've logged a support case (Aimee Pellegrino and I work together for this). We have 400+ courses in our LMS (Cornerstone) so versioning all courses is not a feasible fix.
Is there a tried and true way to get users past the issue once they run into it? I need a short-term workaround so we can help users once they've been stopped by the offline message.
Has there been a resolution to this issue? Users have been receiving the offline error but it is not consistent.
Hi Monica - we also are seeing the inconsistency with this. Some users get it, others don't. We have a very hard time replicating the issue when its reported to us by a user, but we've got the screenshots and are aware it's happening.
Have you found anything that consistently allows your users to move forward after they've seen the error?
Clearing the cache on the browser resolves the issues and allows the user to move forward. Getting the learners to actually do this is another issue.
There has been no resolution besides removing code from the published code and reuploading to where the course is being hosted.
Please make sure that fixing this is Priority One. Our entire agency (more than 12,000 people) is required to take a course that was created with StoryLine, and had this issue; this should be a relatively easy patch, and I look forward to seeing the Articulate update.
Thanks in advance.
Google Chrome is preferred browser when using ST platform.
Our company's default browser is Microsoft Edge, which is where we experience the issue.
