Image on Responsive Simulation does not Load

[kneserjt]

Hello,

I am having an issue with a published software simulation that where an image (used instead of a background) on a slide is not loading. In order to get the image to display, I have had to re-size the browser so that it goes to the next breakpoint and then make it larger again. I have a recording demoing the issue linked below. This is happening with multiple files, published from computers with different setups, and in multiple versions of browsers. I am not sure where to begin with troubleshooting/fixing the issue. Thanks for any input!

Demo of image load issue

Jake K

[Lilybiri]

Video is bit fuzzy, can you give more details?

Typically a software simulation is using the Blank Master slide. How did you add the 'image': by editing the backgrounds in the Library or by editing the Blank Master slide.

Which version do you use (exact version number please?).

[kneserjt]

Hi Lilybiri,

First off, thanks for taking the time to look at the issue! I blured out the URL and confidential portions of the images. I showed two separate slides in the recording. The images on the slides were copied from the auto captured background and then pasted onto the slide as an image. We are using Captivate 9.0.0.223 on Windows PCs (using either Windows 7, 8.1, and 10).

Above you can see the timeline for the slide. The selected image is the one that should be displaying. It is set to appear immediately with no transition or effect. The image listed above it (104) is not included in the initial breakpoint. It is a "zoomed in" image used on the Tablet Portrait breakpoint.

Above are the Position settings for the image selected above.

A little more to describe the issue too... We experience this randomly as far as we have noticed. Some of my coworkers have encountered this only after publishing the file more than once, but even then one who has encountered it has found it on his first time through the simulation. If you have any other questions, please feel free to ask.

Jake K.

[Lilybiri]

Did you try to turn on Smart Position, and maybe change some positioning, taking it away from the default Top and Left side of the canvas, but linking to another object?

[kneserjt]

We have tried adjusting the Smart Position, but have no change in the issue. We would like to keep the positioning settings the same so that no part of our software screen is lost. I have taken the time to create a sample simulation from our master file and using the same standards we follow as well, so you (or anyone) could take a closer look at what we may be doing wrong. Please feel free to test the published file and/or review the source file if possible.

A little background for why we have it setup the way we do...

1. We are a software company creating training materials for our software, so we want the simulation to look/feel as close to our actual software as possible.
2. We only design the individual simulations for two break points, the third has a message that the screen is too small on the first slide that is setup on the master slide.
3. On the smaller breakpoint we design for, we will "zoom" into the screen so it is more clickable when attempting the simulation on a smaller device. Because of this, we duplicate and time the text boxes so that they don't appear at that breakpoint before the zoomed in screen loads. All of the delayed/zoomed objects are left off the screen for the larger breakpoint.
4. After some more review, it seems the image load issue is only happening on slides where we are doing the "zoom" process. For the example linked below, we experience the problem on slides 3, 5, 6, 7 when on the wider breakpoint (never on the smaller of the two).

Thank you again for taking the time to help!

Published Copy

Source CPTX File

Jake K

[kneserjt · Accepted solution]

I was able to do some further testing with this, and tracked down the issue (though I believe it's a bug)...

When setting up the slide for the Tablet breakpoint, we add on a copy of the image used on the desktop view, that loads after 1.7 seconds. We do not need this image displayed on the Desktop breakpoint, so when working on the tablet view, we select the image, right-click and select "Exclude from other views". This then moves the image off the viewing area on the Desktop view.

When playing around, I manually tried to move the image off the Desktop viewing area, but noticed at its full size, I could only move it partially over (some still appeared in the view, while some was out of the frame). I then just re-sized the image so that it was small enough to be out of the viewing area. When I republished and tested the published copy, that slide no longer had an issue. I worked through the simulation one slide at a time (republishing between fixing each slide and testing) and as I did, the issue was resolved for the slide updated.

So........ Basically, the Exclude from other Views seems to move the image to a position that causes some load issue as a browser tries to load the slide. To correct the issue will take some extra steps/clicks, but at least it works. I plan on reporting the bug to Adobe shortly.