Audio issues Internet Explorer 11 on Windows 7

Hi there, Roger. I'm glad that you've been able to get through the authoring and publishing process on such a huge course. Honestly, I would have been worried about the risk of file corruption with such a large project.

Is there any need for your learners to have all seven language versions available to them?  Can you break your content up into individual courses, one for each language? You could open new projects and use the Import tool in Storyline to bring your existing content over. It may take some reworking to get your questions properly routed, but I think the savings in time and the reduction in vulnerability (due to size) would be worth it.

Here's what I would at least attempt: Create a new project and import one of your scenes into it (ideally one where you've experienced the degrade in audio). Host it in the same environment and run a test on it with IE 11 in Windows 7.

Let me know if breaking it up impacts playback on IE 11, and we'll take some next steps from there!

Hi Crystal,

Thanks for your reply. I've tried to import one of the scenes (one language) into a new project but the same sound issues appear. What I've found is that the sound issues start to appear when entering the question banks, really weird.

The exported course of one language is around 55MB so in terms of size, it's not that big.

Thanks for the update, Roger. Would you mind sharing the new project file (the file with one scene) with our team? You have the option to share it here in the forum thread, or you can click here to send it privately. We'll be standing by!

Have there been any updates to this issue? I recently published a course and out of about 700 users, so far, 2 have reported problems with audio playback stopping.

Hi Jenn - I took a look and the user above did submit a case, but we did not hear back from the user or have a file to test, so I do not have an update to provide.

2/700 is a pretty low number and I bet that's hard to reproduce.

If you have a reproducible example, please allow us to take a look here.

Has this issue been resolved?

Sorry for the late reply. Unfortunately, the issue is still persistent. The workaround however is to use Internet Explorer on Windows 10 which seems to work. 

Hi Andrew or Bart, 

If you'd like to share an example with our team we're still happy to take a look at this. We'd want to see the .story file and if you have a link to share of where you're currently hosting it that would help as well! Feel free to share here or send along to our Support Engineers by uploading here. 

Hi Ashley,

Unfortunately we're tied to an NDA so we can't share anything related to the project.

Hi Bart,

Our Support Engineers are able to sign a NDA if needed, and we can take a look at the file privately if you'd like to reach out here first.

If you've tried to recreate it on a sample project, we'd also be glad to test out that one too! 

We have the same problem. Not with a so huge project (around 150 slides). On Explorer Browser, in HTML 5 publishing, and only on server (scormcloud for example because of for a local use it's good), audio work well until you arrive at the 40th slide where the audio don't work, or for the half way. All animation are however good. Only the sound is disappear entirely or partially. I hope an issue and will pay attention to your answer. Johan

Hi Johan,

Can you share a copy of this course with our team? It doesn't seem that Bart or Andrew can, and without that it's a bit hard to recreate the issue or investigate it further. I understand you'd if you'd rather not share your file, but since it's the best way for us to demonstrate the problem and document a defect, we'd happily accept a .story project shared here privately if you change your mind.

Unfortunately, we can not today share the file of our customer. But I follow your link and send a draft story file for your team. I hope, that as me they ll be able to reproduce the problem and to fix an issue.

Is that normal that your link send me to an articulate 360 request because my problem is for Storyline 2.

Hi Johan,

If you also have Articulate 360 and are logged in with that Articulate ID, you'll see that page as a default that we've set it up for Articulate 360. If you want to open that page in a incognito/private browsing window you'll then be able to choose the product/version.

This is occurring in our project, as well. My testing is on a 70 screen file with audio on every screen, many of which also having a video showing what's going on.

From what I've seen it seems like the glitch is happening when duplicate audio tags are created (see attached image).

When acting normally, the course seems to have 3 audio files set up at a time, cycling them out with new ones as you progress through the course. I am not sure what causes it to mess up, but sometimes the audio files either don't naturally get removed, or it tries to load a list of audio files twice in a row.

Once this glitch occurs, the audio for these screens are broken until you exit the course. I have tried manually deleting the extra audio tags from the DOM and reloading the screens, to no avail.

Hey Kenneth, 

Sorry to hear that you've run into an issue with this as well. Looks like we've gotten a file from Johan and it is currently being tested.

Would you be able to share your .story file as well with our team here to take a look?

Hi Kenneth, 

Thanks for sharing that image. I'd love to have our engineers take a look at one of your files too, as our team is continuing to investigate files to isolate this issue further. Can you share a copy with them here? 

Let me know when you do and I'll follow along! 

Unfortunately, I am not allowed to send the files that are experiencing the issue. I have tried testing some of our similar content (that doesn't belong to a client) but these files aren't replicating the audio bug.

I understand Kenneth.

Interesting that you aren't seeing it in any other courses. Curious how you are uploading and testing the course? Are you able to replicate the behavior for this file when uploaded to SCORM Cloud or is it only happening in your client's environment?

I also just wanted to mention that our support team can sign an NDA if that is needed, but hopefully we'll be able to get to the bottom of it with you.

Hi all,

I encounter the same sound issue. It seems that the issue varies depending on the operating system and version of explorer used.

Has there been any progress in identifying the issue ?

@ Articulate staff, I can eventually share an example of our scorm or source file if need be.

Thanks for your help.

Hi again,

Sorry to insist, but we can't find any solution to our problem.

Has anybody found a solution to this sound issue ?

Any hint would be much appreciated.

Thank you

Hi Philippe!  Happy to help.  If you'd like to share your file with us, you can attach it here in the discussion.  If you need to keep it private, upload it to us here.

• Let me know specifically what you're seeing with the different versions of explorer and with the operating systems.
• Can you confirm what version of Storyline you’re using?  Go to Help > About Storyline.
• Does the issue persist if you import those slides into a new project?

Hi Crystal,

Thanks for coming back to me;

I've sent you a message with the .zip file and a description of the issue.

So far,  we haven't been able to tell if it is specific to some versions of Windows or browsers.

I hope you'll spot the issue and that this is just a config problem ..

Kind regards,

Philippe

Hi there, Philippe.  I tested your output and sent you back an email.  The audio was working normally for me in all of the environments that I tested.  It didn't begin until the 4th slide - hopefully that's accurate.

The only thing I noticed was that it was published in Presenter '13 update 7, so I'd recommend updating your Studio '13 software to update 9 and rechecking with the affected users.  Thanks!