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!
101 Replies
@articular: you have integrated an error by design (this is not a simple bug)
please make storyline again compatible typical LMS webserver (with high load)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!
Hello everyone, so sorry to hear that this issue is becoming more prominent. I can see that we have some of our support team already working with most of you. If you aren't in a conversation with us yet, please open a case with us here. We will continue to collaborate and consolidate all the information on our end and I can promise to give you an update early next week on our findings.
Hi everyone, just to keep everyone updated from last week. We are releasing Update 75 today which won't have any impact on the issue being discussed here. The team will continue to look into this this week.
Edit: I'm also curious about the volume of learners affected by this since last week? Has this increased, decreased or are we continuing to see a consistent number of affected learners on a daily basis?Hello Michael,
This is still affecting learners on a daily basis. It has not decreased at all. Despite working with an Articulate senior engineer on a support case, nothing has been fixed or resolved. It seems like Articulate engineers do not want to admit that their ‘feature’ does not work as intended. Please stop saying that this offline message comes up when there is no network connection and that it goes away when it is restored because that is not what is happening. Please remove this feature and push an update. Also, please stop asking us to send files and test things. Do the testing on your end, listen to your users and fix the issue. This is not isolated to certain files, a specific LMS, browser or device. It is widespread.
There have been a number of comments in this thread about pre-loading. We were able to get courses to work in our problem instance by adding <script src="html5/data/js/xxxxxxxx.js"></script> tags into story.html for each of the .js files in the course. We put them immediately following the <script> tag for bootstrapper.min.js. This can be somewhat painful because some courses have a lot of .js files in html/data/js, but the alternative (courses that don't work) is also rather painful.
Hello James,
I find it ridiculous we have to put our own code in published files to fix a known issue Articulate refuses to fix, but thank you for sharing. Are you using SumTotal LMS or a different LMS? Articulate thinks the issue is with SumTotal but I am wondering if that is the only LMS this is happening on.
We were able to get courses to work in our problem instance by adding <script src="html5/data/js/xxxxxxxx.js"></script> tags into story.html for each of the .js files in the course
with this important information, the developer of articulate should find the error quickly
