Audio not always working while viewing course on iPad

Dec 13, 2019

I published a course with the following qualities:

  • Storyline 360
  • Published for LMS, SCORM 1.2
  • HTML5 only output

When viewing the course from a desktop computer, the audio behaves perfectly.

When viewing the course from an iPad (iPad Pro, 3rd gen, iOS 13.1.3, Safari), the audio often times will not play on the first visit of the slide. When you hit the replay button on the player, or nav away then back to the slide, the audio will play properly.

Additionally, the volume button on the player does not respond to taps.

Is there a way to troubleshoot this so this course can be effectively viewed on an iPad?

16 Replies
Katie Riggio

Greetings, Meghan. Happy to dive in!

What you're describing sounds like an issue we had in Storyline 360 where audio would not play on iPadOS 13 devices. Update 34 holds a fix for this, and here's how to update your app to this latest version!

If you're already on this version and are seeing these issues, are you comfortable with attaching the affected .story file publicly here or privately by this link?

I'll help gauge the performance in another LMS environment like SCORM Cloud, and delete it after troubleshooting!

Ted Nguyen


how's the test going? I am having the same issues. The course was tested from SCORM Cloud and our private LMS. The audio works on the desktop (Windows, iMac, and iPhone 10 in my test). When testing on the iPad Mini, 5th and 6th Gen the audio is a hit and miss on the course. I am on the latest updates.

Lauren Connelly

Hi Ted!

Sorry this is affecting your courses as well! We've confirmed this is a bug where audio doesn't play in courses using iOS 13 and later when using Safari. 

I'd like our Support Engineers to take a look at your file as well. Would you mind sharing your file with our team? If so, please use this link to begin troubleshooting with our Support Engineers.

Ren Gomez

Hi Everyone,

We appreciate your patience and efforts and want to let you know that we've included a fix in Storyline 360, Update 36, where the audio would not play on iPadOS 13 devices. 

Just launch the Articulate 360 desktop app on your computer and click the Update button for Storyline 360. Details here.

Please let us know if you have any questions here or reaching out directly with our support engineers.

Andrea Koehntop

Hi Jennifer! I apologize for the issues your client has hearing audio on Safari for desktop. 

If that does not resolve your issue, I encourage you to open a case with our support engineers. We will delete it from our systems when troubleshooting is complete.