Audio drops in Google Chrome

Aug 13, 2020

I've published a Storyline 360 course to Review 360 and our LMS (Cornerstone) and when I use Google Chrome to open the course in either platforms, the audio stops abruptly in 2 specific areas of the course (same spot for Review and the LMS). The project timeline is still playing it it'll resume on to the next slide so the specific issue is the audio. When I open the course in Review and the LMS through Microsoft Edge, there are no issues at all. 

I'm encountering multiple courses from my team that audio is dropping at random spots when using Chrome. Is there an ongoing issue somewhere or do we need to publish differently? Any advice is appreciated. Thanks!

14 Replies
Katie Riggio

Hi Betty,

Sorry to hear about the audio drop in Chrome. Let's see if we can spot the culprit:

  • What version of Chrome are you using to view the course?
  • Does the audio drop on certain slides?
  • Where was the audio recorded?

If you could share one of the affected files with us for testing, that would be super! Simply use this private upload link.

Nicole Rodriguez

Hi Katie,

I'm using Chrome Version 84.0.4147.125 (Official Build) (64-bit)

For this particular course, audio drops on 2 specific slides and I'm importing a PowerPoint with audio (it recorded directly into PowerPoint).

For my other course, the audio drop was more random for when we had multiple users testing. It was also an imported PowerPoint with audio. 

For my team member's course, she also had audio drops on random slides from multiple testers (including me). However, hers was recorded directly into Storyline.

All three of these did work with Microsoft Edge.

I'll share the file of my original issue to the link you provided. Thank you!

Jill Essex

I'm experiencing the same issue with audio and Chrome. Certain slides randomly stop the audio, but the seekbar continues to progress. This isn't happening when previewing the module in SL360, and doesn't happen with other browsers.

The only way I've been able to fix this is to open the audio file in an audio editing app, such as Audition, save the file, and then after deleting the troublesome audio from SL360, I import the newly saved audio.

The issue is that this is happening randomly - so unless we test every single slide in Chrome every time we publish, it could sneak in. What's more troublesome is it works fine when previewing the module.

I know how to fix it, but can you share how to avoid this from happening?

Lauren Connelly

Hello Jill!

I can see how this would be frustrating! We're happy to help find the culprit.

Our Support Engineers are fit for troubleshooting these types of snags. With your permission, we'd like to take a look at your project file to investigate what's happening. We'll delete it after troubleshooting. You can upload it privately here: Support Upload Link
When you upload the file, we'll receive a notification. After reviewing the file, we'll get back to you as quickly as possible.

Jill Essex

Hi Lauren. Unfortunately, I have republished the files I had and am no longer having the issue, so I don't have files to share. Earlier in this thread, Ren Gomez had replied to someone saying that "I see my teammate, Gerald, has replied with some extra steps to take."  I was hoping to just learn what those steps to take were since I don't have a file to share.

Joe Russo - No resolution. :-(

Leslie McKerchie

Thanks for the update, Jill. Glad to hear that you are no longer experiencing an issue.

I was able to take a look at the case that Gerald worked on with Betty, and this is what Betty shared:

I did a uninstall/reinstall of Storyline and then republished to Review 360 and it seemed to fix the audio on the first slide but not the second. Ended up restarting my computer and republished the file and it seemed to fix both. Long winded way to say it now works but wanted to give you the info about how I got there.

Hi Joe,

In all of the examples that I've seen, republishing, repairing, or restarting seems to get the job done.

With your permission, I'd like you to share your project file with our support engineers to investigate what's happening. You can share it privately by uploading it here. It will be deleted when troubleshooting is complete.

Becky Barch

I am experiencing the same issue in Storyline 3. The audio was recorded directly into Storyline. I've re-launched Storyline, I've published and re-published, for web and LMS (SCORMCloud). Both abruptly drops the audio when using Chrome, which is what we use for our LMS. The audio in my current file is just a place holder, however I am going to have the audio re-voiced but need to make sure it plays properly in SCORM using Chrome. Thank you in advanced for your assistance.

SCORM/Chrome -  27 of the 37 slides drop their audio. 

Web version using Internet Explorer - seems to work but we can't use IE.

Update: I had to export the audio on all slides and then bring the audio back in using the replace function. It fixed the issue, but what a pain.

Leslie McKerchie

Hi Becky and welcome to E-Learning Heroes. 😊

Thanks for reaching out and sharing what you are experiencing with Storyline 3. It sounds like you've done a bit of testing and are able to replicate the behavior, so I've opened up a support case on your behalf to work directly with our support team.

I've sent along an email requesting your project file, so it will be available when your support engineer takes a look.


Hi Martin!

Sorry, you're running into an issue with the audio behavior in Chrome. Are you noticing this behavior when your course is located on an LMS or web server? 

If you can share your .story file, we're happy to test it to see what might be getting in the way of the audio playing. You can either attach it to this public discussion or upload it privately in a support case.

Martin Griewel

Hello Clara,
thank you for responding.

I am noticing this problem only with Edge/Chrome on our LMS server. Locally the story works fine. Egde is our corporate browser.

Due to confidentially reasons I cannot provide the story-file here nor in a support case.

Do you have an upgrade available which solves this problem or which allows to detect the problem in the Storyline environment? I mean: the problem is over an year old now.


Ashley Terwilliger-Pollard

Hi Martin, 

I'm sorry to hear you're still struggling with this issue. I looked into a few of the earlier Support cases linked to this discussion and it doesn't appear to be a bug within Storyline, but an issue of audio corruption in the files. 

I understand you can't share a copy of the file with our Support Team, but if you'd like to connect one on one, we can share some tips on how to repair those files and help get you back up and running!