Audio (in Video) does not play in LMS

Mar 17, 2020

Greetings! I am hoping someone might have encountered this error and has a suggestion. I created a course for a client, and we are encountering errors when it is uploaded in their LMS. The video plays, but the audio stops about 1/4 way through the slide. Here are some other details:

  • LMS is SuccessFactors/BizX
  • The expected behavior is that the learner selects a button on the base layer, which then launches the video layer. While the video plays as expected, the audio ends about 1/4 way through. We have this same setup in about 10 other slides and other courses, were no issues have been encountered.
  • It does not appear to be a buffering issue, as 3 different users encounter this at the same point.
  • The video is MP4 (uncompressed in storyline, because it appears grainy if SL compression is added). It is set to play automatically and has no video controls added.
  • Browser is IE (not sure of the version).
  • We are unable to recreate the error in SCORM Cloud and TalentLMS, though we can only test the slide in question due to file size limits
  • I am on the latest version of Articulate 360 (3.37.21614.0)
  • I can't upload a version of the Storyline file here as it is confidential, but I can provide additional specs if that's helpful.

I have already opened a support ticket with Articulate Support (no luck troubleshooting). I will pursue the possibility that it's purely an LMS issue and am aware of this article:

With all of that said (whew!), has anyone encountered similar problems? Any suggestions about what I might try in Storyline?

Thanks in advance!



1 Reply
Oliver Cruz

Hi Allison,

You've done a good job of giving complete details of the issue. I would always start with the basic isolation test on this as it is possible that this is a browser issue. Are you able to test it on a different browser other than IE?

Also, one good test is testing your project through the SCORM Cloud. 

If your course works properly at SCORM Cloud but not in your LMS, open a support case with your LMS provider to troubleshoot the issue. They’ll know how best to help with LMS-specific problems.

Hope this helps.


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