We have been an Articulate user since 2015. We're using Presenter 360 to create courses and we embed the audio in the slides. Everything works fine when previewed. After publishing to SCORM for an LMS and launching the course, the audio frequently will not play when clicking on the NEXT button at the bottom of the slide. However, it plays when a slide is selected from the slide menu. Sometimes that won't work either but if you click on the next slide and then go back to the previous, the audio then plays. This hadn't happened prior to January 2021 but now it happens often. We have tried republishing and get the same result. Please advise.
Sorry, you're running into this trouble! I don't see that we have an issue logged with Presenter 360 where the audio disappears and then reappears when the course is located in an LMS environment. Have you tested the link from the LMS in multiple browsers? Also, have you tried publishing the course for Web? If so, does the same audio issue occur?
If you'd like us to take a look at your project, you can attach the Articulate Package to this discussion or upload it to us privately in a support case.
Thank you for the response. We've tried Chrome, Edge and Firefox and have the same result. We published to web format and everything works correctly. Does this help narrow down the issue?
Since it's working when you publish it for the web, but not when published to the LMS and tested in different browsers, it could be LMS specific, but let's try one more thing:
SCORM Cloud is a free testing engine that helps troubleshoot LMS issues. I would be interested to see how your course's audio would behave there. Check out this step-by-step article!
If it works in SCORM Cloud, I would advise you to reach out to your LMS for additional troubleshooting.
If you still see the same behavior in SCORM Cloud, my recommendation would be to open a support case here, as Lauren mentioned above, so we can take a closer look at your settings.
Maria - I opened a case and attached the Articulate Package file. The form asked which software product we're using but it did not list Presenter 360. Since it required that I specify which one, I selected Desktop 360 but explained my selection in the issue description.
6 Replies
Hello mick!
Sorry, you're running into this trouble! I don't see that we have an issue logged with Presenter 360 where the audio disappears and then reappears when the course is located in an LMS environment. Have you tested the link from the LMS in multiple browsers? Also, have you tried publishing the course for Web? If so, does the same audio issue occur?
If you'd like us to take a look at your project, you can attach the Articulate Package to this discussion or upload it to us privately in a support case.
Hi Lauren,
Thank you for the response. We've tried Chrome, Edge and Firefox and have the same result. We published to web format and everything works correctly. Does this help narrow down the issue?
Regards,
Mick
Hi, Mick.
Thank you for providing the additional details!
Since it's working when you publish it for the web, but not when published to the LMS and tested in different browsers, it could be LMS specific, but let's try one more thing:
SCORM Cloud is a free testing engine that helps troubleshoot LMS issues. I would be interested to see how your course's audio would behave there. Check out this step-by-step article!
If it works in SCORM Cloud, I would advise you to reach out to your LMS for additional troubleshooting.
If you still see the same behavior in SCORM Cloud, my recommendation would be to open a support case here, as Lauren mentioned above, so we can take a closer look at your settings.
Let me know if this works!
Hi Maria,
Thanks for your help. Yes, the same issue occurred in SCORM cloud. I'll open a support case.
Maria - I opened a case and attached the Articulate Package file. The form asked which software product we're using but it did not list Presenter 360. Since it required that I specify which one, I selected Desktop 360 but explained my selection in the issue description.
Hi, Mick.
Don't worry, the support case made it to the right place, but thank you for adding the comment about the product!
I see you're working with my teammate Shiela, so you're in great hands!
Please reach out to Shiela through the case if you have additional questions.