I updated Safari to 15.2 to rule out the application version, and it also worked for me.
I'd like to investigate this further, so I opened a support case on your behalf. You should receive an e-mail shortly with an upload link you can use to share a sample .story file. We'll delete it once we're done troubleshooting.
I'm having a similar issue here: https://www.sillycar.com/_esc/BIOL1004/Paraphrase_Demo_3/story.html the voiceover audio plays just fine in Edge, Chrome, Firefox, Brave on Windows and Mac for the cross compatible ones. But in Safari 15.2 on OSX 10.15.7 you can see the audio progress bar moving and can adjust the volume slider, but no sound. YET, it works just fine on Safari 11.1.2 on OSX 10.13.6. I've been scouring the internet all morning trying to find a Safari related fix, but this thread is the ONLY place I've found with the same issue. I also tested Tim's at (livetouchpoint.com/SafariTest) and get the same results: The audio only slides work in Safari 11.1.2 on my old laptop, and everywhere else I've tried, but won't work in Safari 15.2 on my OSX 10.15.7 machine. The video slide is fine everywhere. My module doesn't have any video, so I couldn't test that part with mine.... Do you have Safari 15.2 to test this out?
Thanks for the support Joel. I sent the .story file to Articulate techs to investigate. It could be the updated Safari, and/or the MAC OS. Which OS are you using? Captivate files do not have this issue, so they have figured out how to side-step it somehow.
Hi Tim, I'm using OS X 10.15.7 and Safari 15.2. Would love to be able to fix it. Please post back here if/when you hear back from the techs. Thanks! I have to guess that it's the new Safari.... if I were a betting man anyway :) It's funny, I used to love Safari, but I've found in the past year or so in particular that old and new versions of it have peculiar quirks that other browsers just don't have....
I have a colleague here at work who is running OS 12.0.1 that is having the same issue with no sound. She is going to update to 12.1 tonight and test again. I will report back here with her results tomorrow...
Thanks for contacting Articulate Support and for letting us know about this issue. I’ve logged it as a possible software bug.
So far, the problem seems to be specific to MAC Catalina 12.7 and Safari 15.
As a workaround, please use a different browser like Chrome or Firefox in the meantime.
From here, I’ll meet with my team to take a closer look so we can determine next steps. Sometimes my team catches errors in my logic and we don’t have a bug after all. Of course, if that’s the case, I’ll let you know!
Depending on priority and risk, some bugs can be fixed quickly, while others take longer to resolve. Here's more information on how we identify and tackle bugs: articulate.com/support/article/How-We-Tackle-Bugs
I’ll let you know as soon as we have an update on this issue. Thanks so much again for letting us know about this, and I’m sorry if it’s slowing you down.
When you upload the file, I'll receive a notification. I'll review it and get back to you as quickly as possible.
Hi everyone, I just want to point out that in Tim's last post (which I'm assuming is from an Articulate Hero) it says that the problem seems to be specific to MAC Catalina 12.7 and Safari 15, when in fact there is no 12.7 of Mac OS. I just want to make sure that was a typo and everyone knows that this is affecting Catalina 10.15.7 with Safari v15.2 on my Mac, BUT it is ALSO affecting my colleague running Mac OS 12.0.1 Monterey with Safari v15.1, so it doesn't appear to be just Catalina.... I have not heard back from my colleague yet this morning to see if upgrading to MAC OS 12.1 helped. I asked her to update the OS first, then test, then update Safari to 15.2 and test again. I will report once I hear from her.
Hi Again. I can report that my colleague updated from Mac OS 12.0.1 to 12.1 (which automatically updated Safari from 15.1 to 15.2 so we couldn't do them separately like I wanted to) and now the sound is working as expected. Hope this helps someone. Have a great day!
Mac current version is 10.15.7. Not sure what you mean you updated Mac to 12.1. Safari current is 15.2 - that makes sense. Do you know what the Mac OS is called, like "Catalina" or ?? I still have the same issues.
No Tim, the current version is MAC OS 12.1 (Monterey). Catalina 10.15 was replaced by version 11 Big Sur and then by version 12 Monterey. I am currently running 10.15.7 too, but my colleague is running Mac OS version 12 Monterey and she updated from 12.0.1 to 12.1 of the OS and from 15.1 to 15.2 of Safari.... (just like Matthew Bibby said earlier that he's running version 12.1 Monterey and his is working properly too). I can't update my mac because it's a company computer that I have to jump through hoops to get updated and also I'm happy to lag behind a version or two most of the time to give plenty of time for bugs to get worked out. Fyi, here's a list of all the Mac OS versions for reference: https://setapp.com/how-to/full-list-of-all-macos-versions.
Our module is going out to students, so we just added a note on the first slide that if you're using Mac and Safari and have no audio, please try another browser.... because even if I fix mine, that won't fix everyone elses. Hopefully the Articulate Heroes can come up with a fix on their end....
Thank you for sharing those additional details with us. It's helpful to know this is impacting Catalina 10.15.7 with Safari v15.2 and Mac OS 12.0.1 Monterey with Safari v15.1. Please keep us updated if your colleague sees this same issue with MacOS 12.1.
This issue was originally reported by a user who shared they were using MacOS Catalina 12.7 but it sounds like this is not the only environment.
Hi Lauren, you mean he was using 10.15.7 Catalina, right? (Catalina 12.7 doesn't exist). Things can get confusing when people put the wrong version numbers in their posts.... even if you got most of them correct.... :) And I already mentioned that my colleague updated to Mac OS 12.1 Monterey and it fixed the issue for her in case you missed that one. Though when she updated to Mac OS 12.1 Monterey, it automatically updated Safari from 15.1 to 15.2 so we couldn't test if the issue existed with Mac OS 12.1 and Safari 15.1.
I think that the bottom line is still that Storyline needs a fix to be able to work with the current Safari & Mac OS. When we have thousands of learners taking courses on many platforms, the last thing we need is to hear from our client that the course "Doesn't work!".
It is impossible to tell the end users to take our courses on older software versions. Our clients who note that our competition, using Adobe Captivate, don't have the same issue, put us at risk of losing their account.
All of that being said, I hope that the Articulate Gurus will address this issue & quickly find a solution. Thanx to all who followed this thread.
34 Replies
I tested a few older projects. they play video with audio, but do not play VO audio. This is only true with Storyline 360.
More tests with colleague using Captivate etc. It seems obvious that it is a Storyline issue. Can you supply an update please?
Hi, Tim.
Thank you for reaching out, and I'm sorry to hear you're experiencing audio issues with Safari!
Are you comfortable sharing your .story file either here or privately through a support case so we can help you troubleshoot?
Thanx for the response. I don't have anything I can post at the moment, but I'll try to make a quick sample today.
livetouchpoint.com/SafariTest
Tim,
Thank you for sharing the link!
I tested it on Safari 14.1.2 on Big Sur, and couldn't replicate the issue. All three slides played normally with audio.
Are your colleagues also not able to hear the audio when using Safari?
Colleagues and clients are not having the same experience that you are. Safari 15.2 on Catalina Mac
Hi, Tim.
I updated Safari to 15.2 to rule out the application version, and it also worked for me.
I'd like to investigate this further, so I opened a support case on your behalf. You should receive an e-mail shortly with an upload link you can use to share a sample .story file. We'll delete it once we're done troubleshooting.
I'm wondering if may have started with Catalina update. Big Sur is older build. I'd love to have others respond to help with this issue.
Thank you for your help.
I'm having a similar issue here: https://www.sillycar.com/_esc/BIOL1004/Paraphrase_Demo_3/story.html
the voiceover audio plays just fine in Edge, Chrome, Firefox, Brave on Windows and Mac for the cross compatible ones. But in Safari 15.2 on OSX 10.15.7 you can see the audio progress bar moving and can adjust the volume slider, but no sound. YET, it works just fine on Safari 11.1.2 on OSX 10.13.6. I've been scouring the internet all morning trying to find a Safari related fix, but this thread is the ONLY place I've found with the same issue.
I also tested Tim's at (livetouchpoint.com/SafariTest) and get the same results: The audio only slides work in Safari 11.1.2 on my old laptop, and everywhere else I've tried, but won't work in Safari 15.2 on my OSX 10.15.7 machine. The video slide is fine everywhere. My module doesn't have any video, so I couldn't test that part with mine.... Do you have Safari 15.2 to test this out?
Thanks for the support Joel. I sent the .story file to Articulate techs to investigate. It could be the updated Safari, and/or the MAC OS. Which OS are you using? Captivate files do not have this issue, so they have figured out how to side-step it somehow.
Hi Tim, I'm using OS X 10.15.7 and Safari 15.2. Would love to be able to fix it. Please post back here if/when you hear back from the techs. Thanks! I have to guess that it's the new Safari.... if I were a betting man anyway :) It's funny, I used to love Safari, but I've found in the past year or so in particular that old and new versions of it have peculiar quirks that other browsers just don't have....
browser wars continue! I'll let you know here when I know anything.
Hi Matthew, do you have a Catalina (10.15.7) machine with Safari 15.2 to test? That's what I'm running and having the same issues as Tim.
Thanx Matthew. Looking more & more like the older Mac OS builds aren't affected.
I have a colleague here at work who is running OS 12.0.1 that is having the same issue with no sound. She is going to update to 12.1 tonight and test again. I will report back here with her results tomorrow...
Thanx Joel
Thanks for contacting Articulate Support and for letting us know about this issue. I’ve logged it as a possible software bug.
So far, the problem seems to be specific to MAC Catalina 12.7 and Safari 15.
As a workaround, please use a different browser like Chrome or Firefox in the meantime.
From here, I’ll meet with my team to take a closer look so we can determine next steps. Sometimes my team catches errors in my logic and we don’t have a bug after all. Of course, if that’s the case, I’ll let you know!
Depending on priority and risk, some bugs can be fixed quickly, while others take longer to resolve. Here's more information on how we identify and tackle bugs: articulate.com/support/article/How-We-Tackle-Bugs
I’ll let you know as soon as we have an update on this issue. Thanks so much again for letting us know about this, and I’m sorry if it’s slowing you down.
When you upload the file, I'll receive a notification. I'll review it and get back to you as quickly as possible.
Let me know if you need anything else!
Hi everyone, I just want to point out that in Tim's last post (which I'm assuming is from an Articulate Hero) it says that the problem seems to be specific to MAC Catalina 12.7 and Safari 15, when in fact there is no 12.7 of Mac OS. I just want to make sure that was a typo and everyone knows that this is affecting Catalina 10.15.7 with Safari v15.2 on my Mac, BUT it is ALSO affecting my colleague running Mac OS 12.0.1 Monterey with Safari v15.1, so it doesn't appear to be just Catalina.... I have not heard back from my colleague yet this morning to see if upgrading to MAC OS 12.1 helped. I asked her to update the OS first, then test, then update Safari to 15.2 and test again. I will report once I hear from her.
Hi Again. I can report that my colleague updated from Mac OS 12.0.1 to 12.1 (which automatically updated Safari from 15.1 to 15.2 so we couldn't do them separately like I wanted to) and now the sound is working as expected. Hope this helps someone. Have a great day!
Mac current version is 10.15.7. Not sure what you mean you updated Mac to 12.1. Safari current is 15.2 - that makes sense. Do you know what the Mac OS is called, like "Catalina" or ?? I still have the same issues.
Thanx for keeping this going.
No Tim, the current version is MAC OS 12.1 (Monterey). Catalina 10.15 was replaced by version 11 Big Sur and then by version 12 Monterey. I am currently running 10.15.7 too, but my colleague is running Mac OS version 12 Monterey and she updated from 12.0.1 to 12.1 of the OS and from 15.1 to 15.2 of Safari.... (just like Matthew Bibby said earlier that he's running version 12.1 Monterey and his is working properly too). I can't update my mac because it's a company computer that I have to jump through hoops to get updated and also I'm happy to lag behind a version or two most of the time to give plenty of time for bugs to get worked out.
Fyi, here's a list of all the Mac OS versions for reference: https://setapp.com/how-to/full-list-of-all-macos-versions.
Our module is going out to students, so we just added a note on the first slide that if you're using Mac and Safari and have no audio, please try another browser.... because even if I fix mine, that won't fix everyone elses. Hopefully the Articulate Heroes can come up with a fix on their end....
Hello Joel!
Thank you for sharing those additional details with us. It's helpful to know this is impacting Catalina 10.15.7 with Safari v15.2 and Mac OS 12.0.1 Monterey with Safari v15.1. Please keep us updated if your colleague sees this same issue with MacOS 12.1.
This issue was originally reported by a user who shared they were using MacOS Catalina 12.7 but it sounds like this is not the only environment.
Hi Lauren, you mean he was using 10.15.7 Catalina, right? (Catalina 12.7 doesn't exist). Things can get confusing when people put the wrong version numbers in their posts.... even if you got most of them correct.... :) And I already mentioned that my colleague updated to Mac OS 12.1 Monterey and it fixed the issue for her in case you missed that one. Though when she updated to Mac OS 12.1 Monterey, it automatically updated Safari from 15.1 to 15.2 so we couldn't test if the issue existed with Mac OS 12.1 and Safari 15.1.
I think that the bottom line is still that Storyline needs a fix to be able to work with the current Safari & Mac OS. When we have thousands of learners taking courses on many platforms, the last thing we need is to hear from our client that the course "Doesn't work!".
It is impossible to tell the end users to take our courses on older software versions. Our clients who note that our competition, using Adobe Captivate, don't have the same issue, put us at risk of losing their account.
All of that being said, I hope that the Articulate Gurus will address this issue & quickly find a solution. Thanx to all who followed this thread.