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
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.
Earlier today we were given this response by Articulate:
"Rest assured, this feature has been thoroughly tested by the Product team prior to its release. After receiving reports of issues with this feature, our Product team had worked with multiple customers and through exhaustive tests we have confirmed that the feature works as designed.
Currently, the customer examples we’ve tested and monitored can’t reproduce the issue and that if it’s consistent for you, then we need your help to get reproduction steps.
We believe that the learners who experienced the issue were in a state where an asset was not being delivered either because of Internet speed or something related to the delivery of the asset from the server."
Everything I have found here sounds as though Articulate is aware that this is a bug - So I was not expecting a response that this is working as expected.
they really don't seem to get it - such a problem* can't be fixed with this kind of test - the only thing that really helps is a complete code review of the preloader
* very rarely occurring
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.
Our users are still experiencing this on all devices and browsers. It is random and periodic. It does not happen due to internet connection or speed because we have seen it happen while plugged into company LAN line. Articulate engineers worked with SumTotal LMS and did not find the issues had to do with SumTotal. SumTotal closed out this support ticket. The forum dates back to December with no fix for the issue. It seems like there is more of an issue of courses timing out/freezing/not functioning property, which is why the error message was created in the first place. Unfortunately, it caused more problems than helped. The timing out and freezing is an ongoing issue even with the error message removed. I am hoping that is what is being worked on by articulate engineers.
