No audio on iPhone 6 and 7

Hi -

A client reports that they do not get audio on course files I built in Articulate Presenter on iPhone 6 and 7.  I am able to hear audio on my iPhone 6. 

They tried on their LMS (Cornerstone) and I had them try on my LMS and in SCORM Cloud. I get audio, they don't. 

The client reached out to Cornerstone support and received this response: 
“After testing this further, we've found that the issue exists within the Course Package. We've pulled the course package from the back end, and have uploaded it to SCORM Cloud and tested the course there. After uploading the course, I then logged in the SCORM Cloud on our office iPhone 7, IOS 13.3, and launched the course from there. When I do so, I get no audio as you've described. You can share this with your content provider, as they'll need to be the ones to address this issue.”

Since I can hear audio and they can't, I suspect the issue is not the course files. Any idea what it could be? My iPhone is an 6s plus running iOs 13.2. The client is running iOS 13.2.3 and 13.3.

Content that  I created in Storyline does not have this issue.

Thanks, Steve.

3 Replies
Vincent Scoma

Hi Steve,

That is an interesting situation here! If the course is working in SCORM Cloud on your mobile device, that indicates to me that the audio issue might be on the LMS side. Does the same thing happen when viewing the course on a desktop? Do you happen to know which web browser they were using when testing?

If you are able to share your file, I am more than happy to help troubleshoot! You can share files to this thread or you’re always welcome to share them privately here. I'll let you know my findings and will delete it after having a closer look.

Katie Riggio

Greetings, Steve!

I'm sure this audio issue hasn't been fun to troubleshoot because of those inconsistencies. I see that you're working closely with Gren to get to the root—you're in skilled hands!

Be sure to let us know if you have any questions about her latest email, and I'll follow the conversation as it progresses!