Audio not working on Macs

Jan 19, 2021

I have a course developed in Storyline 3 that functions as it should until you delay clicking next (custom button). If you wait for 45 seconds or so, the audio on teh next slide does not work. Clicking a custom refresh button starts the audio as normal, as does clicking anywhere on the screen, I am told.

I am also told that the problem does not occur if using Chrome as the browser rather than Safari.

I thought these problems had been addressed in Update 3.6 for Storyline 3? I have the latest updates installed.

Any thoughts? We have a potential client who only uses Mac computers, and this issue may preclude our winning the business as we can't insist on the use of Chrome or detail a known fault.

4 Replies

Katie Riggio
Staff

over 3 years ago01/22/21 at 7:10 pm (UTC)

Hi Simon,

Thanks for opening a case and sharing a file with our team for a closer look!

I see that Mick is carefully testing your file to nail down the source of the audio problem on Mac/Safari. You're in good hands, and I'll follow along!

over 3 years ago01/23/21 at 10:17 am (UTC)

Thank you Kate,

At this point, it appears that there is a bug in SL3 that affects iMacs
using Safari. It is not clear how long it will take to fix, and whether or
not every course will need to be republished once a solution is
accomplished.

This must affect all users, so I hope the fix is given priority.

Regards,

Simon

Katie Riggio
Staff

over 3 years ago01/28/21 at 3:51 pm (UTC)

Hello, Simon!

Thanks for writing back. To recap the findings publicly in case others run into the same behavior:

There's a possible bug in Storyline where audio embedded in the next slide does not play if the course is idle for more than a minute before clicking Next. This happens in Safari and not other browsers.

Appreciate you working closely with Mick on this. We'll notify this discussion, too, of any new developments! Here's a look into how we tackle bugs.

Andrea Koehntop
Staff

2 years ago04/13/22 at 4:18 pm (UTC)

Hi Simon! I have great news to share!

We just released another update for Storyline 3. In Update 16, we've included important fixes and new features. One of the fixes we've included is: If learners spent over a minute on a slide, audio on the next slide wouldn't play when viewed in Safari.

Make sure to download the newest version of Storyline 3 by following these step-by-step instructions.

Please let us know if you have any questions by posting here, or reaching out to our Support Engineers directly.