Articulate support is horrible. If you could choose which service to select through a “support service” criteria, Raptivity and SmartBuilder would be much better. I’ve been emailing Articulate’s support [which email address is not on their website - I had to call and ask them] back and forth now… and after 4 long emails nothing has been resolved.
First, I’m trying to publish stand alone files from Articulate Studio so I could upload them myself to Moodle. But it doesn’t do that [even if you have the option on the software] because of [they argue] Flash’s security reasons.
Second, I decided to select the option publish to LMS. I exported it in Scorm 1.2 and generated a zip file to upload in Moodle. Moodle unzipped it but it doesn’t read any of the HTML files. player.html, nor index_lms.html, neither blank.html.
Third, I emailed both issues to Articulate support folks but they told me to read instructions – which I had already read before using Articulate. Now… they don’t know how to respond to my questions. Not to mention that Angel (LMS) also doesn’t read those files. You have to be really careful.
What bothers me it’s not these “technical difficulties”. But Articulate’s attitude in not giving the answer I need.
If you use Articulate Studio 09 and wish to upload content to Moodle, read this forum post first.
I posted a discussion at Articulate’s Community Forum at http://www.articulate.com/blog/9-ways-to-troubleshoot-articulate-lms-issues/
…. and the response I got on March 30th, 2009 was
Hi Julia,
I would submit a case regarding this issue if you haven’t already:
http://www.articulate.com/support/contact/Justin Wilcox | Posted at 09:41 am on March 30th, 2009 | #
Which is what I did… But instead… I got someone telling me to read instructions! Seriously… Is it worth to pay Articulate $ 1,395 for this type of support?
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April 9, 2009 at 1:51 pm
Gabe Anderson
Hi Julia-
First, I’m very sorry to read that you think our support is horrible. We do pride ourselves on support (I’d encourage you to read my blog post called Commitment to the Customer: 7 Ways We Support Your Success), and hopefully we can help you out and change your opinion of us.
I looked at our records and don’t see that you’ve submitted any support case to us, which is very easy to do using the link Justin provided. If you prefer email, feel free to email us at support@articulate.com, which will also create a case for you. Once you do that, you’ll get a unique case number, get assigned to a support engineer, and then we can dig deeper into the issue for you.
That said, I’m also going to ask that Justin follow-up with you directly via the email address you provided when you left a comment on my blog (note that Justin asked you to submit a case since that allows us to work directly with you vs. on my blog, where it’s difficult to offer personal attention).
I’m sure we’ll be able to help you get this sorted out if you give us the chance to do so.
Regards,
Gabe Anderson
Director of Customer Support
Articulate
April 9, 2009 at 5:17 pm
Dave Mozealous
Hi Julia,
I think part of the reason you are having an issue getting content in moodle is that you are unzipping the files in moodle. With moodle, you don’t need to unzip anything. I have a demo on my website that shows you how to upload to moodle that hopefully will assist you:
http://www.mozealous.com/?p=5
If you have questions on this, feel free to let me know, I have a decent amount of experience working with moodle, and would be happy to help.
-Dave