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QKLINGON
QKLINGON
Participant
April 1, 2020
Answered

Problems on iPhone, project seems to stop on its own then restart

  • April 1, 2020
  • 4 replies
  • 527 views

We created five workshops that use the exact same Advanced Actions and JavaScript. All but one workshop seems to work fine. However, some Apple mobile users (iPhone and iPad) are reporting that they get well into our Resume and Applications Workshop and then it closes and reopens to the first page. Please see the attached video (https://youtu.be/yjoZB2ShB7k ) for an example of this behavior.

 

 

Their progress is lost. When they get to about the same page it happens again. They are not able to reach the end of the course.

 
These workshops are built using Captivate 2019 and published as HTML5 non-responsive projects.
 
Not all users on iPhone or iPad experience this issue. For those who do, clearing their Safari cache does not help. The issue is consistent on the same phone, meaning if a person sees the issue once, they see it every time. Other users with the same phone model, iOS version, and Safari version may not see the problem, though it seems to be failing with many of iPhone/iPad users.
 
Users are not able to complete the training workshop using Google Chrome on the same iPhone either. 
 
We do not see the issue on non-mobile Apple devices or any Android or Windows systems, regardless of browser.
 
We are looking for guidance on what we might change within this particular Captivate project to increase its compatibility with Apple mobile devices running Safari mobile.
 
Also, are there any known issues that we should consider?
 
Additional information:
One theory we are looking at is, "MobileSafari keeps website cache only in RAM, and therefore, once it runs out of RAM, it'll automatically destroy an entire page, forcing the refresh, disguising itself as an auto-refresh feature."
 
The total size of the published files is under 35MB. We have five other workshops that are similar in size and use the same internal Advanced Actions and external JavaScript. Again, they do not have this same issue.
    This topic has been closed for replies.
    Correct answer QKLINGON

    We found a work-around to this issue.

     

    Troubleshooting

    By removing slides and testing on various iPhones we found that six slides were potentially causing the iPhones to crash the training and reset it to the first slide. These problematic slides had two things in common.

    1. Graphics extended outside of the viewable area of the Captivate stage and moved into view at different times during the slide.

    2. Three of these six slides had a high number of grouped Captivate shapes (lines) that appeared at various times on the timeline.

     

    What Worked

    To address the first difference I edited the images that extended outside of the viewable area of the stage so that they did not extend more than 400 pixels off of the edge of the viewable stage. Perhaps Apple mobile devices allow for a smaller overall stage than Android, PC, and Mac browsers?

     

    To address the second issue, I used imported graphic images rather than use as many individual Captivate shapes. Perhaps Apple mobile devices have a hard time drawing too many Captivate shapes?

     

    Who knows what the real issue is, but with these changes, the training now seems to work on all Apple mobile devices.

    4 replies

    QKLINGON
    QKLINGONAuthorCorrect answer
    Participant
    April 14, 2020

    We found a work-around to this issue.

     

    Troubleshooting

    By removing slides and testing on various iPhones we found that six slides were potentially causing the iPhones to crash the training and reset it to the first slide. These problematic slides had two things in common.

    1. Graphics extended outside of the viewable area of the Captivate stage and moved into view at different times during the slide.

    2. Three of these six slides had a high number of grouped Captivate shapes (lines) that appeared at various times on the timeline.

     

    What Worked

    To address the first difference I edited the images that extended outside of the viewable area of the stage so that they did not extend more than 400 pixels off of the edge of the viewable stage. Perhaps Apple mobile devices allow for a smaller overall stage than Android, PC, and Mac browsers?

     

    To address the second issue, I used imported graphic images rather than use as many individual Captivate shapes. Perhaps Apple mobile devices have a hard time drawing too many Captivate shapes?

     

    Who knows what the real issue is, but with these changes, the training now seems to work on all Apple mobile devices.

      Lilybiri
      Lilybiri
      Legend
      April 15, 2020

      Thanks for posting this. 

      Small tip: avoid using the line object, it often leads to problems. 

      QKLINGON
      QKLINGONAuthor
      Participant
      April 2, 2020

      One other thing. We are seeing this on iOS 13 for sure.

      RodWard
      Community Expert
      RodWardCommunity Expert
      Community Expert
      April 3, 2020

      Have you considered that perhaps this issue is caused by faulty iphones and ipads?  You mentioned that not all users of iPhones or iPads were experiencing the issue.  If the same content behaves differently on different devices of the same type, how can the issue be the content?

      QKLINGON
      QKLINGONAuthor
      Participant
      April 3, 2020

      Yes, we expect that it is a software setting or something else with the device or network. We are hoping to narrow that down so our help desk will know what to tell folks.

       

      However, four of the five workshops work fine. All five are built using the same template. If there is something going on with settings and/or devices then it is very odd that it only impacts this one workshop. That is why we wonder if there is something we can do with this workshop to make it work as well as the others.

      Lilybiri
      Lilybiri
      Legend
      April 2, 2020

      Use Chrome, not Safari.

      QKLINGON
      QKLINGONAuthor
      Participant
      April 2, 2020

      We tried Chrome on the same phone, and found the same issue.

      hardy-stefans50948350
      hardy-stefans50948350
      Participating Frequently
      April 2, 2020

      Did you tried to check Safari log for any error messages of the specific device?

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