Troubleshooting a published training

Before publishing a captivate file to Cornerstone OnDemand, which my organization uses for distributing SCORM trainings, I always conduct a lot of testing across multiple operating systems and browsers to make sure trainings work correctly after I upload them to our own internet server. This week we’re receiving word that a random trainees around the state are experiencing an issue with one training that’s been fine for everyone for over a year.

The issue is that half-way through, the audio in the timeline for different slides aren't playing. Closing their browser and re-opening the training in CSOD will then play the audio for that slide, but a few slides later the same thing occurs. After a few more times of closing/opening the browser the audio will work perfectly for the rest of the training.

To investigate the issue I’ve launched the training from CSOD, opened the program Fiddler so I can monitor all the HTTPS traffic the browser is receiving and sending, and then went through the whole thing. Fortunately/unfortunately, the audio glitch never occurred and I didn’t see anything in the Fiddler logs that showed anything unusual.

I know that the problem the trainees are experiencing could be with the CSOD servers, the path the internet traffic is taking, the speed and quality of the trainees internet connection, if they’re on a LAN or Wi-Fi, and/or something with the trainees computers. So, before I submit a ticket to CSOD to have them look into the problem, something which I really don’t have much hope for based on past experience, is there anything else that I can do in order to figure out where the problem is occurring?