Latest production SL 360 just dropped audio in all slides. The audio icon is there, the timeline for the audio is empty, the preview won't play the audio.
Hello Kimberly and welcome to E-Learning Heroes :)
Thanks for reaching out and letting us know that you've run into a similar issue.
I took a look at the case that Sam shared above and it seems specific to his files. The audio files had other characters, such as periods and spaces, and removing these seemed to remove the issue in our testing.
If you'd like our team to take a look at your file as well, you can certainly share it here privately.
I had different observations about this issue. First, we've never had issues with spaces or extra periods in the file names. We did find that re-inserting the audio would fix the problem, even with periods, spaces, in the file names.
What I suspect is the issue is the practice of copying an audio element which can happen when an entire slide is copied. There doesn't seem to be any issue at first, but when we delete the source slide, we have seen that after saving closing, and re-opening a project, the copy slide would have the audio icon present, but no audio in the track.
My supposition here is that SL copies objects when creating a slide copy but the audio itself is not copied. Likely there's a pointer to the source slide audio track. When the source is deleted along with the audio, it leaves the copied slide up a creek without a paddle.
So you may wonder how could this happen to all slides? Copy a scene, and paste the scene.
It is hard to clearly identify the steps to this error as the audio seems to drop out after the file has been saved and then opened at a later date. This matters because deleted items like audio are retained for a possible UNDO (ctrl-z) and are not really discarded until a project is saved and reopened.
Sorry you ran into that, Maureen! I see you're already working with my colleague, Rolando, and he recently requested a copy of your audio files. You can upload the zipped folder directly to your case here.
I'll follow along with your case and share updates here as they are available!
Chiming in once more. I've been able to reproduce copying a set of slides, deleting the originals, save, reload. Sometimes all or some of the audio is lost.
Thanks for those reproduction steps, Sam. While I haven't run into the issue after following the steps you provided, we will continue to test this scenario.
So sorry you've lost the audio in your slides! We're happy to help.
First, let's see if there is a working version of the file with the audio files in your Temp folder.
Here's how to check:
1) Open this folder in Windows Explorer: %appdata%\Articulate\Storyline
2) Scan the contents of this folder for a file that starts with the name of your project. If you find one, copy it to your desktop. If you find more than one, copy the latest version to your desktop.
3) Change the file extension of the copy on your desktop from *.tmp to *.story.
4) Double-click the file to open it in Storyline.
If it's not there, then we'll need our Support Engineers to step in. You can connect with our Support Team here.
I have had this problem on several different files all day. Any fix for this problem. The audio is there, but after I publish the file the audio is lost on all slides. I can still see the time the audio should have taken, but the audio is not loaded.
Sorry to hear that you're losing audio after publishing, and great call on opening a case to work with our support team! I see you're working with my teammate Robert; you're in great hands!
15 Replies
Thought I should open a case. case number 01598560
Anyone else reporting this problem?
Thanks for opening a support case Sam and for sharing the .story file so the team could take a look. You should be hearing from someone soon.
I did a quick search and I'm not seeing any similar reports.
I am having a similar issue. Audio icon is present, but no audio recorded on slides.
Hello Kimberly and welcome to E-Learning Heroes :)
Thanks for reaching out and letting us know that you've run into a similar issue.
I took a look at the case that Sam shared above and it seems specific to his files. The audio files had other characters, such as periods and spaces, and removing these seemed to remove the issue in our testing.
If you'd like our team to take a look at your file as well, you can certainly share it here privately.
Hi Leslie,
I had different observations about this issue. First, we've never had issues with spaces or extra periods in the file names. We did find that re-inserting the audio would fix the problem, even with periods, spaces, in the file names.
What I suspect is the issue is the practice of copying an audio element which can happen when an entire slide is copied. There doesn't seem to be any issue at first, but when we delete the source slide, we have seen that after saving closing, and re-opening a project, the copy slide would have the audio icon present, but no audio in the track.
My supposition here is that SL copies objects when creating a slide copy but the audio itself is not copied. Likely there's a pointer to the source slide audio track. When the source is deleted along with the audio, it leaves the copied slide up a creek without a paddle.
So you may wonder how could this happen to all slides? Copy a scene, and paste the scene.
It is hard to clearly identify the steps to this error as the audio seems to drop out after the file has been saved and then opened at a later date. This matters because deleted items like audio are retained for a possible UNDO (ctrl-z) and are not really discarded until a project is saved and reopened.
Sam
i HAD THE SAME ISSUE SAM DESCRIBED
Sorry you ran into that, Maureen! I see you're already working with my colleague, Rolando, and he recently requested a copy of your audio files. You can upload the zipped folder directly to your case here.
I'll follow along with your case and share updates here as they are available!
Chiming in once more. I've been able to reproduce copying a set of slides, deleting the originals, save, reload. Sometimes all or some of the audio is lost.
Thanks for those reproduction steps, Sam. While I haven't run into the issue after following the steps you provided, we will continue to test this scenario.
I've had it happen. Most of the times, I've been able to control Z and recover the audio, but not today.
Hi Darcy!
So sorry you've lost the audio in your slides! We're happy to help.
First, let's see if there is a working version of the file with the audio files in your Temp folder.
Here's how to check:
1) Open this folder in Windows Explorer: %appdata%\Articulate\Storyline
2) Scan the contents of this folder for a file that starts with the name of your project. If you find one, copy it to your desktop. If you find more than one, copy the latest version to your desktop.
3) Change the file extension of the copy on your desktop from *.tmp to *.story.
4) Double-click the file to open it in Storyline.
If it's not there, then we'll need our Support Engineers to step in. You can connect with our Support Team here.
Bonjour, je ne suis pas capable de sauvegarder mon audio dans Presenter ainsi que mes assets. Est-ce que vous pouvez m'aider?
Hello!
We're happy to help! You can connect with our support team directly to begin troubleshooting. Here's the link.
I have had this problem on several different files all day. Any fix for this problem. The audio is there, but after I publish the file the audio is lost on all slides. I can still see the time the audio should have taken, but the audio is not loaded.
Thanks for reaching out, Gina!
Sorry to hear that you're losing audio after publishing, and great call on opening a case to work with our support team! I see you're working with my teammate Robert; you're in great hands!