Audio not playing and audio cutting into eachother

We've designed a course with Articulate 360 (updated to the latest version as of today) but during testing we found out that the audio won't always start sometimes when advancing throughout the course.

I did some reading on this forum and found some posts about issues where audio starts at 0.00 sec and won't play. Went through the entire course and moved all events on all the slides so that audio would start earliest at 0.75 sec in to the slide but that didn't help. Also tried using triggers to start playing the audio on different timestamps but that didn't help either. 

Another issue is when a slide is paused and then resumed after a little while. Audio sometimes doesn't work at all or the sync is wrong and makes the audio cut into the next one. 

Our course is designed 100% within Storyline 360, audio is recorded within the software and nothing is imported from some old powerpoint or something. Slides are created with text coming in with animations and audio synced to that text with some slides containing up to 10 different audio files.

This is crucial for our course and we cannot launch it to public before we get this fixed. Running out of idéas here, need a fix for this asap!

Edit: The courses are uploaded to SCORM Cloud. The problems with audio are reproduced using Safari browser and occur almost every time when having listened to a slide and then wait a couple of minutes before clicking our Next-button that shows up at the end of the slide. The course advances to the next slide but without any audio.

Edit2: After more testing, students using Safari have to click somewhere on the slide in order to get the audio playing on a new slide after having left the previous slide at idle for more than 30 seconds after slide completion and then clicking our next-button to advance to the next. 

8 Replies
Crystal Horn

Hi there, Martin. We have noticed that audio is behavior sporadically in Safari Version 12.0.3 (14606.4.5) on Macs with OS 10.14.3 Mojave. Does that match the environment your learners are using?

As Brian suggests, we're happy to confirm that this is the bug you're facing if you'd like to share an example file with my team here. Since you have Articulate 360 for Teams, you'll get priority support.

Leila Rao

Hi, Martin, Crystal and Brian. I, too, have been experiencing this same issue when testers have been reviewing in both IE (version 11.1146.16299.0) and Chrome (version 72.0.3626.121). The Introduction/Title (first slide) audio, which has been imported into 360 plays but with no sound. When the user pauses the audio and then hits play again, the audio then has sound. It's frustrating for we too need to launch our training for all employees next week.

 

Leslie McKerchie

Hi Leila and welcome to E-Learning Heroes :)

Thanks for reaching out and sharing what you are running into with your course.

We addressed some autoplay changes in Chrome in Update 24 of Storyline 360.

Do you know what version of Storyline you're using?

You can check by going to:
Help > About Articulate Storyline

We are currently on Build 3.28.18944.0 of Storyline 360. You can read all of the details here.

Martin Fredriksson
Crystal Horn

Hi there, Martin. We have noticed that audio is behavior sporadically in Safari Version 12.0.3 (14606.4.5) on Macs with OS 10.14.3 Mojave. Does that match the environment your learners are using?

As Brian suggests, we're happy to confirm that this is the bug you're facing if you'd like to share an example file with my team here. Since you have Articulate 360 for Teams, you'll get priority support.

Hi Crystal,

I just submitted our course with a detailed description of our issues using the form you linked.

Just for clarity about our problem and for anyone else searching for answers about this I'll post our description of the issue here on the forum as well:

Our problems occurs on both Mac OSX 10.13.6 (Safari 12.1.1) & Mac OSX 10.14.5 (Safari 12.1.1). After publishing the course to SCORMcloud (we tried both SCORM 1.2 and SCORM 2004 as output) we start the course on a Mac computer running Safari. When having finished listening to a slide (for example we use the first slide of Scene 2, [name of that slide] and we wait for more than 30 seconds to click the NÄSTA-button (means NEXT in Swedish) after the slide is completed the next slide [name of the following slide] will start without any sound. We get the sound back by clicking with the mouse anywhere on the slide, but the sound will have started too late and will cut into the next sound on that slide.

We tried advancing to the next slide 29 seconds after the first slide completion and the error did not occur. Only after having stayed "idle" for 30 seconds or more before clicking our Next-button would recreate the issue.

The course seems to work fine running Google Chrome on both Mac and PC.