Audio Restarting in Course

Jun 12, 2023

Danita Gibson
By Danita Gibson

A course is not playing correctly through our LMS, Taleo Learn, when opened in Chrome or Edge, but works correctly in Firefox.  When the audio is paused or advanced, the audio restarts from the very beginning.  

When the course was tested with SCORM Cloud before uploading to the LMS, it worked as it should in all three browsers.

The most recent version of Articulate Storyline was used to create the course.  It was published with the classic player as our LMS will not support courses published with the modern player.  Reverting to previous versions of Storyline did not resolve the issue either.  Cache and cookies were cleared, and most recent updates for Edge and Chrome were downloaded.  

We found another course that was created a few years back that has some slides where audio works correctly and some that does not.  Audio on the slides that work correctly seem to have been created when the course was created.  On the others, the audio seems to have been recorded and embedded at a later time. 

Any suggestions on what is causing this issue and how to fix it?

13 Replies
Jose Tansengco
11 months ago06/14/23 at 3:35 pm (UTC)

Hello Danita,

Thanks for reaching out!

Good call on testing your course in SCORM Cloud, this helped isolate that the issue only happens when your course is uploaded to your LMS. The next step is to figure out why your course doesn't work properly when uploaded to your LMS and accessed using Google Chrome or Microsoft Edge, and one way to do this is to enable your course's LMS debug logs. 

With the LMS debug logs enabled, try to recreate the issue by going through your course until you reach the point where the audio restarts. You can then capture the logs and share this with your LMS support team so they can take a look to see if they spot any errors.

Feel free to open a case with our support team here if you have any additional questions or inquiries!

Steven Benassi
10 months ago06/26/23 at 1:19 pm (UTC)

Hi Danita!

Thanks for following up! Great call on opening a support case! I see you've connected with my colleague Mark. You're in excellent hands working one on one with him!

It looks like Mark replied to your e-mail with some feedback and troubleshooting steps. I'd suggest giving those a shot to see if that improves the behavior.

We'll continue this conversation over in your support case.

Steven Benassi
9 months ago08/02/23 at 4:40 pm (UTC)

Hi Pete!

Sorry to hear you've also run into playback issues with the audio from your courses. I'd be happy to help with that!

I had some follow-up questions to help me understand what you are experiencing a little better.

  • Do the audio issues occur regardless of where the course was published to? Such as Review 360, LMS, or the Web?
    • If you are encountering this behavior while viewing a course through an LMS, have you tested the files in SCORM Cloud yet? This would help determine if the issue lies with the project file itself or the LMS being used.

If you would be willing to share one of the affected files here in the discussion or privately through a support case, I'd be happy to take a closer look and test the behavior on my end.

We'll delete it from our system once troubleshooting is complete!

Dale Voss
8 months ago09/12/23 at 6:41 pm (UTC)

In answer to your questions to Pete - we are working with a client having this using our LMS based on SCORM Engine, and both the client and we are able to replicate the issue using SCORM Cloud.

The issue is not consistent - it works sometimes but not others.  Is there a way for you to try again with the uploaded content from Pete.

I notice the original issue is reported as a FireFox issue, but we have only been able to replicate in Chrome - and our team says it works find 9 out of time times... unfortunately our client is trying to provide training to 50,000+ learners - so the failure rate is untenable.

Our client has confirmed that any courses created before their Storyline update in May are working fine - only those created after May 2023 are having this issue - and it is every course created after that point.

Dale Voss
8 months ago09/12/23 at 7:19 pm (UTC)

Just spoke with our affected client - to clarify what we / they are experiencing.

Their course contains slides with animations and audio overlayed.  Upon pausing the course on an animated slide, and restarting, the slide/animations pick up where they left off, but the audio starts from the beginning of the slide - thus the animations and audio are out of sync.

This was originally posted as a Firefox issue; we can only repro in Chrome. Our client has some users who can repro in Chrome and others that can repro in Firefox.

This has been repro-ed on multiple types of computers running in various locations.

The issue is unique to this client using recent Articulate Storyline - and can be replicated by our team exporting the same course to SCORM using Articulate Storyline.  All parties are using StoryLine 360 2023.

The client indicates this is a new issue with courses they've created since May 2023.  Courses created before then do not have this issue - in either our LMS or in SCORM Cloud.

Many other clients are using our LMS and SCORM Cloud without issue, but we don't know of any that are using this animated slideshow with audio overlay technique.

Jose Tansengco
2 months ago03/04/24 at 3:31 pm (UTC)

Hello Kara, 

In the cases described here, their courses worked for all browsers when the published output was uploaded to a different LMS like SCORM Cloud. I'm wondering if the same behavior is true for you? Here's how you can test in SCORM Cloud to confirm if the behavior is LMS-specific.

If you can replicate the behavior in SCORM Cloud, please open a case with our support team here so we can test your project file to see what's going on.

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