Error Message when you publish the file and Run it in HTML

Report · Mar 07, 2017

Hi Everyone,

I was wondering if you can help me resolve my concern in publishing a project in Captivate 9.

I created a project and I was trying to publish it as a SCORM 2004 in our LMS. When you preview the cptx project inside captivate, it loads without any problems (the background music plays, loading time is just enough, etc), but when I tried to publish it and upload it to our LMS, it does not load properly, the circle that animates just stay and it appears that it was frozen, I also noticed that the background music is no longer playing. I tried to play using HTML and this is the error message that I get "Unable to acquire LMS, API, content may not play properly and results may not be recorded. Please contact technical support. Press OK to view debug information to send technical support. " When you click the OK button, it will continue to play the project.

Thank you in advance for the support.

Report · Mar 07, 2017

The 'error message' you're describing is just telling you that it cannot find an LMS to talk to, probably because you are just running it locally on your system. If you republished after turning off LMS reporting you would not see that message.

However, since you ARE intending to deliver your content from an LMS, there are a few possible reasons why the uploaded content may not be playing.

If you have published your Captivate 9 content as HTML5 and uploaded it to your LMS server, you need to make sure that the LMS has JSON files enabled, as Captivate 9 now uses these to deliver many of the images in HTML5 output.

If your content is NOT HTML5 but SWF, then the issue might be something else, e.g. your course is very heavy and taking a long time to download, or there may be something blocking the playback early on.

Can you supply some more details to give us more clues?

Report · Mar 07, 2017

Thanks, Rod. The file size is 32.4 MB (a total of 177 slides, first 6 slides have background music, since it's scenario based, we have short audio clips that the agents will listen to (maximum of 45 seconds).

I'm not sure how to enable the JSON files, can you please teach me how? Originally, I plan to publish it as non scorm and it worked without any concerns, but during my meeting with the requestors, they wanted to track the scores, thus resulting to publishing it as SCORM 2004.

If it will help, I've attached the publish settings that I used.

Report · Mar 07, 2017

You're currently publishing at HTM/SWF and not HTML5 (according to these settings), so you don't need to worry about JSON being enabled on the server. That's only for HTML5.

I suggest you try uploading your SCORM zip package to SCORM Cloud as a test. If it works OK there then it should also work OK on your client's LMS. If it's NOT working on their LMS but does work on SCORM Cloud it's London to a brick that their LMS is the problem, not your Captivate file.