Articulate player and Verizon 4G (not playing)

Mar 20, 2015

Has anyone had the issue where a course plays fine through WIFI in the articulate player on an iPad - but when switched to 4G - the course shell appears but no content plays - although the seek bar moves like it is playing - but no sound or content plays.

Any help is appreciated!!!!

8 Replies
Ashley Terwilliger-Pollard

Hi Kevin,

I haven't seen this issue, but I'd be curious to know if you're seeing this for each and every course you've tried to play using 4G vs Wifi? I don't have 4G on my iPad but would be happy to try it on my phone if you have a course link to share as I haven't run into problems with other courses I've tested there. 

Andre Van Looveren


Did you ever get a solve or understanding of this issue?

We have perhaps not exactly the same situation, but close. We have an introduction slide with standalone audio followed by a slide with video. On Wi-Fi, playback is great on iPad and Android devices. On an Android on mobile data, the audio plays perfectly, but then the video never loads. We see the first frame image (placeholder) and the spinner, but an app that shows real-time data transfer shows that none takes place. The video does not download at all for us, on mobile data, on Android. That is, installing a data transfer monitor on the Android device, we can see that no video download occurs.

Now, our iPad is Wi-Fi only, so I cannot test iPad on mobile data. I wonder if the combination of in-browser video playback and mobile data triggers the issue, since iPhones on mobile data play the video just fine (though not in the browser). We've got Android devices on 4.4.x and 5.1.x experiencing the same issue, but only on mobile data.



Ashley Terwilliger-Pollard

Hi Andre,

We saw a similar issue recently in this thread, and as you mentioned it was only when trying to download via 4G but on wifi it loads immediately.  We did report this to our QA team for additional review, but in the meantime I'd recommend letting users know that accessing via wifi provides for a better experience. 

Christie Pollick

Hi all,

I wanted to provide an update here, as Storyline 2 Update 8 was just released, and included a number of fixes which you can see in the release notes available here. The item you all may be particularly interested in is how it fixed the issue where videos wouldn't play in HTML5 output in Google Chrome 48 and later when viewed over a cellular connection on Android devices. You can download the latest update here, and after downloading and installing the latest update you’ll want to republish any existing content to ensure that the updates and fixes are applied.

Let us know if you have any questions, either here or by reaching out to our Support Engineers directly.

Lindsey Ball

Hi Christie,

I updated to the latest version of SL2 but am still having issues playing HTML5 output on Android devices. We tested on two devices here. The first one paused at the end of the video, gave the spinner for a bit, then jumped to the next slide without ever finishing the video. The second device just froze on the first frame and never loaded. We ran some tests and saw that there are multiple request schemes going out for the video download, and even though the requests were completed, the video would not play past the first few seconds. Is there any way we can fix this? It's really a bummer to not have our courses work on Android.



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