Captivate training buttons not working sometimes

[Sergey37415813cf8l]

We created a fairly basic training module that consists of 5 slides -- the first 4 have videos on them and a NEXT button, and the last slide is a "thank you" slide.  The idea is that people need to watch all 4 videos to get to the end.  The training is published as a SCORM package in our LMS, and the idea of the 4 videos and the buttons is to keep track of the user's progress through the 4 videos.  The NEXT buttons are placed on the timeline such that they become visible once the video is over.

All of our users are accessing the training on our corporate network using our standard Windows-based firm computers, running more-or-less the same builds of Windows and Edge.

For a small number of users, sometimes a NEXT button doesn't work.  That is, they finish the video, the button becomes visible, but clicking it does not advance to the next slide.  In fact, nothing happens.  For the people who run into this problem, it is not always the same button -- sometimes it's the first one, sometimes it's the second one, etc.  Sometimes restarting the web browser lets the users progress through the training, but sometimes they still get stuck on one of the slides and can't advance.

We've tried debugging the web page but haven't been able to figure out what might be going on.

It's happening to a very small percentage of users, but still often enough to be frustrating to users and to create work for our support team dealing with it.

Any advice would be appreciated.

[GeekyGirlRex]

Would it be possible to see the file?

[Sergey37415813cf8l]

Unfortunately I can't share the file as it's confidential internal training.

The buttons are set not to show during publishing.  There's a bookmark on the timeline at the end of the video with the action of showing the button.  The buttons have an interaction of "Go to next slide" and under Reporting the options to "Include in quiz" and "Add to total" and "Report to LMS" are all checked.

When it's not working, the user experience is that the button shows, but clicking it doesn't do anything.

[GeekyGirlRex]

Can you show me images of the timeline and properties panel?

[Sergey37415813cf8l]

Here are sample images from the first slide, and tap details for the button on the 3rd slide.  The rest of them are configured the same way.  In the case of my user today, I looked at the SCORM data in the LMS, and it shows that it recorded him clicking the button that wasn't working.  So it took the click, reported it to the LMS, but did not progress to the next slide.

I see cmi.interactions.0.id value in the SCORM log for button 1 (ID 493), button 2 (ID 609) and button 3 (ID 748).  

[RodWard]

The hit area of the button may be displaced and clicking the button is not resulting in a hit for that reason.

To test whether this is the case, tell users to try clicking all AROUND the button to see if they can then get the action triggered.

If that turns out to be the problem, find out what the user has their display settings and browser zoom percentages set to.  There may be something in these settings that is affecting the location of the hit area.

[Sergey37415813cf8l]

Interesting suggestion, but I don't think that's it.

I just talked with a user having this issue.  The first of the Next buttons wasn't working last week.  He shared his screen with me and tried again, and this time it worked.  We stopped screen sharing and he watched the second video, but then called me saying the Next button after the second video wasn't working.  He shared the screen again and I watched him click it.  Clicking the button has a visual representation of a click happening, but it wasn't progressing to the next slide.  I had him click all around the button just to try out your suggestion, but that didn't do anything either.

[GeekyGirlRex]

Can you show me images of the timeline and properties panel for one of the buttons please? (No need to show any content.)