Save time with this troubleshooting checklist for e-learning projects

09 Jan 2021 Lee Luong 0 Photography

The Articulate community is handy for getting one-time technical help for your projects created with Articulate tools. But there is an even faster way to solve your most common technical problems: our e-learning troubleshooting checklist! Consulting it will only take you a few moments and will not require you to be super-talented, or to describe your problem at length to technical support or on a forum.

So the next time you have a problem, save your time by answering these three questions first.

Question # 1: Where is your project file located?

If you work in a business, it is likely that your computer is part of a group of computers that all share access to the same server on a network. And in this case, you probably have access to a network drive , which is a location where files are stored and shared with your colleagues.

A local drive , on the other hand, is a drive that is physically present in your computer and it is not part of a network. For example, most computers that are running Windows have a local drive called the C: drive.

Creating, publishing or modifying a project from a network drive rather than a local drive can lead to annoying technical issues such as corrupted files, crashes, or unsaved changes.

Why can working from a network drive cause these problems? A partial answer is that getting to the data is more complex. Imagine storing a folder in a filing cabinet under your desk. Quick to consult and easy to access, isn't it? And if any contents of the file change or the folder goes missing, it will be relatively easy to get your hands on it because few people have access to your file and there aren't many places it could be.

Now imagine that you store a file in the filing cabinet of a colleague across the country. Storing this file elsewhere saves you space under your desk, but having the file back and forth across the country introduces a number of difficulties. For example: what happens to the folder when you are not using it? Where is it stored and under what conditions? How long will it take your colleague to send it to you? What if some content is missing when you get it? Or if he got lost along the way?

What do you need to take away from all this? To avoid problems, reduce complexity by saving and accessing project files from a local drive, not a network drive. If you need to have a copy of your project on a network drive or on a USB drive to back it up, to manage different versions, or to collaborate with your colleagues, do so only after closing Storyline or Studio. Try to avoid reopening the project until it is copied to your local hard drive.

For more tips on creating, editing, and publishing Articulate projects to your local hard drive, see this article .

Question 2: is your software up to date?

We are constantly working on improving our products. Therefore, updates are released quite regularly. By keeping your software up to date, you have the latest performance improvements and bug fixes.

If you're using Articulate 360, you'll be notified of updates through the app panel.

If you are using a perpetual version of our software and the “Check for Updates” option is enabled, your Articulate software will automatically notify you when a new version of the software is available. However, even if you are not sure whether this option is enabled, it is very easy to check for updates manually.

First go to the Help tab on the ribbon in Storyline, Studio, or Replay and select Check for Updates .


Once you click on Check for Updates , you will be prompted to update or we will confirm that you are using the latest version of the software.  


You can also use the Help tab on the ribbon to quickly access the hub of the software you are using. Posts related to recent updates are usually “pinned” or anchored to the top of the discussion list.

Pro Tip: Every time you install an update, you'll be prompted to reactivate your software. All you have to do is click on Activate to complete the process, as the software remembers your serial number.

Question # 3: Where is your project published?

Just as the location of your project file can affect its behavior when you create or edit a project, the location of your published project can also affect its behavior. If your published project isn't performing as expected, take a look at where you saved it and how you access it.

Published content should always be accessible and tested from the intended environment, as described in this technical support article . For example, if you've published your project to the web, you need to upload it to a web server to test it. And if you published it for an LMS (online training platform), upload your content to your LMS or to a free testing service like SCORM Cloud, for example.

Also, make sure that you upload all the output files of your published project to your web server or LMS, and not just the story.html or presenter.html files.

And then

What if you've checked all of these items on our troubleshooting checklist and it still doesn't work? This is where the software forum will help you find help in our community to resolve your issue.

Before writing a new forum post, it's a good idea to start with a quick Google search to see if anyone else has had the same problem as you.

And if your search is still unsuccessful, it's time to write a new comment here on the blog or start an English discussion on E-Learning Heroes describing your problem in detail. In your post, it's helpful to state that you've tested everything in this article so that we don't ask you to start all over at step one. It's also a good idea to attach one of the following files to your message:

  1. The problematic slides in your project file (a .story file or Presenter package)
  2. A screenshot of unwanted or unexpected behavior you are experiencing.
  3. Screenshots of unwanted or unexpected behavior

In summary

The technology can be a bit confusing at times, but with these basic troubleshooting tips, you can save time diagnosing the most common technical issues yourself. And if you help us understand what it is not related to the problem, the community can help you identify the real culprit lot faster!


BY: Lee Luong

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