Audio not playing in published content


I'm creating an e-learning module with embedded .mp3 audio, using Storyline 3. I've published into HTML5 only and HTML5/Flash, and for some reason audio wouldn't play on some computers when the module is viewed in the LMS. It does work fine when viewed from other computers though. The browser used is Firefox. Does anyone have any idea about why this might be, or what browser or any other settings can cause this?

Thanks for your help!


14 Replies
Orsi Vincze

Thanks for your reply Alyssa! At the moment the course is in development stage, so testing in different browsers will come later, as learners will use their home computers, which just makes things more complicated. Although the course has worked properly on all browsers/devices I've tried so far, except for the issue described here.

The problem I'm experiencing is with different computers at my workplace, which all use the same version of Firefox (v57, 64-bit) and I could not replicate the issue from my computer. Audio just works on some computers and not on others. I've checked Firefox settings and plugins across the computers and everything seems to be the same too. I've attached a screenshot of the error message shown in the web console in cases when audio does not play.

What I also noticed is that while the computers where the audio works in Firefox can load the SCORM package in IE without problem, on those with no audio in Firefox the package does not load in IE at all. So I suspect the issue might not be strictly browser related after all. Also, the computers with the audio issue do not seem to have Windows Media Player, while the computers that run the SCORM package properly default to WMP for playing the .mp3 files locally. I'm not sure if this can be related though.

Thanks a lot for your help!

Ren Gomez

Hi Toqa,

Sorry you're running into this issue! A few questions to dig a little deeper:

  • Which software are you using?
  • Which browser(s) are you experiencing the issue in?
  • Did you publish to the web or LMS?

With your permission, I'd like to take a look at your project file to investigate what's happening. You can share it publicly here, or you’re always welcome to share with our Support Engineers here. They’re available 24/7 to assist!  We'll delete it when done troubleshooting. 

Vincent Scoma

Hey Toqa,

Thank you for sharing that information! 

Have you had a chance to test your course in a different LMS environment? If not, I am more than happy to look into this further for you! 

With your permission, I'd like to review your .story file to further troubleshoot what's causing the audio to not play. You can share it publicly here, or you’re always welcome to share it privately with our Support Engineers. We'll delete it when done troubleshooting.

Ren Gomez

Hi Flynn,

Thanks for reaching out, and I'm sorry you're running into audio issues with your course! I tested it in SCORM Cloud with Chrome to see if I experienced the same problem there, and wasn't able to replicate.

You can view it here. 

Let me know if you can't hear the audio after launching the file. If not, you may need to follow up with your LMS or check to ensure your local audio settings are set correctly.

If you still need additional troubleshooting, our support team is happy to help and can dive even deeper into your course!

Ren Gomez

Hi Flynn,

Thanks for the follow-up! Since the file is working well in SCORM Cloud on your end, the next step will be to follow up with your LMS to see if they can spot any issues. They may request a debug log, and you can learn all about that in this article below.

I'll go ahead and share your .story file with our support engineers for additional testing to ensure it's squeaky clean. They'll reach back out when they're done testing!