Course stuck at quiz question

Report · Jun 15, 2017

I have a couple users who are experiencing issues on quiz question slides in my Adobe Captivate (2017 Release 10.0.0.192) course. This has not been a widespread problem. Currently there are 3,600 successful completions and I've only been made aware of this problem happening to two different people.

Here's what's happening: The user can get through the main portion of the content with no problems. As they arrive on the first question slide they can read the question, select their answer and press the submit button. The immediate feedback does not show up and the slide does not progress to the next question as they continue to click on the slide or press 'y' to continue. Essentially they are stuck at that point and cannot progress.

I have removed their enrollment and had them start over again. They have restarted their computers.

Playbar on question slides is disabled to prevent skipping. The course has been published as TinCan and is working fine for thousands of other people as I mentioned above. These users are using the same hardware/software that most of the other company is running. Windows 8, Internet Explorer 11

Any suggestions/ideas would be greatly appreciated. I have to assume this may have something to do with their workstation configuration and not the content since so many other people have been able to successfully complete the course but I just can't figure out what would cause this type of behavior.

Report · Jun 15, 2017

Does the same thing happen to the same user each time, or only on that one occasion?

Report · Jun 16, 2017

Yes, it does happen each time. I have been able to view his workstation remotely and was able to observe this happening repeatedly.

Report · Jun 16, 2017

And is there nothing you can see about his OS version, browser or browser version that would make this user in any way different to others in your organisation?

These issues are sometimes due to some corruption on the user's profile on that particular PC. But if another user (or an admin user) logs onto the same PC, the issue may not present. The actual cause of the problem may not be possible to determine, but it can sometimes mean the only way to resolve the issue in a corporate setting is for the user to get a new profile created on his PC.

Report · Jun 16, 2017

That's correct. The user is on the same platform as me. The only difference is that he's connecting to our network through VPN. I'll look into the option of having his profile recreated.

Report · Jun 16, 2017

OK the VPN thing might be significant. I'm wondering if the same user were to access the LMS over a normal connection whether the issue would disappear. If your other users with issues are also using a virtual private network to connect then it could be some kind of security issue.

Report · Jun 22, 2017

I'll give this a try myself by connecting via VPN and see if I can recreate the issue. The one other user who is experiencing the same issue is also connecting through VPN. I'll also ask the others to connect directly to the network when possible and see what happens. I'll keep you posted. Thanks so much for your assistance.

Report · Jun 28, 2017

I've confirmed it has to do with the VPN connection. I'm at a loss as to what would need to change in order to allow the quiz to work properly. Any ideas on how to approach IT regarding what needs to be changed? Is there something I can do in Captivate to work around this problem?