I have created courses in articulate Storyline 3 update 4. When I view it from a PC or Laptop the audio is playing fine. When I view it on an iPad, the audio is completely stopped from any screen (not particular screen) and onwards audio stopped working.
I'm trying to figure out why, but stuck. When I refresh the browser, then audio is playing fine. This issue happened every review and I am not able to complete the review on iPad.
Hi, Akash. Really sorry you've come across this audio issue on an iPad–I'd love to help out!
I see a logged issue where our team is looking into the following behavior: audio not playing on iPad/iPhone when resuming a course using Safari, and your setup sounds similar with a slight difference.
Mind sharing your .story file with me, so I can take a closer look? I'm happy to test it on my end and let you know what I find. If you need to share the project privately, use this upload link. :)
Really appreciate you sharing your project with me, Akash! I published your course to Web using Storyline 3 (3.4.15731.0) in which I could hear audio when testing the HTML5 output on an iPad Air (11.4.1) in Safari and Chrome.
Have no fear, though! I've escalated your case to our Support Engineers with my testing notes attached so we can keep digging. Someone from the team will be in touch shortly, and I'll be sure to also keep this discussion updated–I'm itching to know what's causing this! 🔎
Circling back here to note that we've got audio doesn't play on iPad/iPhone when resuming a course in Safari logged as a possible bug. Seems that the issue occurs when the learner resumes a course to a slide that has audio, but the audio plays on slides with video.
One available workaround is to set the Resume-On restart property to Never Resume. Fingers crossed this option can work in the meantime while our team digs deeper.
This issue is not related to the resume-on state. I am not exiting the course in between my review. Every time I reviewed the course in a single attempt.
Audio stopped playing from any screen or suddenly stopped when I clicked the buttons to reveal the pop ups/suddenly stopped on the screen.
My team is also experiencing this issue with audio on iPad. Our audience is viewing learning and development materials almost exclusively on iPad, so this is urgent for us. Thanks for your work on this, and please let us know once it's resolved.
I'm sorry you're team has run into the same issue. In the reports we've seen and confirmed, the audio was only not playing while viewing in Safari on an iPad/iPhone after the learner had resumed the course. Does that match what you've experienced?
If not, could you let me know a bit more about your course setup? What version of Storyline are you using? What's the iOS of your iPad/iPhone? What happens with the audio?
No, the error is happening across all of our modules when being viewed from the first time (and from the first slide). We have cleared caches and cookies and tried all the local fixes that we can. The problem is that the audio simply is not playing at all throughout the module (whether voiceover, music track, or clicking sound effect).
We tried a fix in which we manually triggered audio to start with the timeline on the corresponding slide, and this partially resolved the issue only on the standard iPad but it's extremely inconsistent and still doesn't always work. Sometimes the audio will play, and sometimes it still won't. Sound effects (triggered by a click or other interaction) are similarly unpredictable and are generally not working. No audio works at all on an iPad Pro that we are also using to test.
We are using Storyline 3. All iOS are at the latest updates.
We're getting to a point with this issue where we will need to abandon Storyline altogether if there's no solution this week. Please advise ASAP. We're clearly not the only team seeing these serious problems.
Thanks for sharing the video, and that demonstrated how it's not working on a Resume, which is an issue our team is looking into. In that instance, we've seen it only while resuming and if you're using the Safari browser, have you tried any other browsers such as Chrome?
You also mentioned from the first viewing that's it's not playing any audio, and it's inconsistent between devices? I understand if you're not able to share your file, but since it's the best way for us to demonstrate the problem and document a defect, we'd happily accept a .story project or link to the course shared here privately if you change your mind. Our team can also sign an NDA if needed.
We'll keep you posted on the issue I mentioned about resuming a course, and I'm sorry for the problems it's continued to cause.
We are experiencing something similar (inconsistently). For us, the audio and closed captioning work fine initially and then if we briefly get called away to another task (even if briefly for 5 minutes) and resume (even without ever exiting out of the course), the audio and closed captioning will occasionally no longer work (not consistent but has occurred in a variety of tests with different users, and different iPads). Additionally, the audio volume button does not appear when using the iPad. Storyline 360 v 3.40 iPad: Software Version 13.5.1 Safari
With the same course, this does not happen on a Samsung Tablet. Any insights would be greatly appreciated.
When using an iPad and a different web browser, does the audio resume correctly when returning to the course? Or does this issue only happen in Safari?
If you can share your file with us, we're always more than happy to help troubleshoot! You can share files in this thread here, or you're always welcome to share them privately here. We'll let you know our findings and will delete it after having a closer look!
Unfortunately, on the iPad, this is not browser specific and experience with Safari and Chrome on an iPad. While I am not able to share the Storyline file at this time, I was able to share the video with your team privately to showcase what we are experiencing.
It sounds like you're also noticing the audio stops working in courses displayed on an iPad using Safari. We're happy to help!
We've found multiple factors that can affect the audio on an iPad! A few of the factors are the iOS version, type of iPad, the website where the content is hosted, or even the Safari itself. Have you tried using Chrome on the iPad?
The quickest way we can help is in a support case! You can upload your file to us by using this secure upload link. We'll let you know as soon as we receive the file and reply with our findings. We'll also delete the file after troubleshooting!
22 Replies
Hi, Akash. Really sorry you've come across this audio issue on an iPad–I'd love to help out!
I see a logged issue where our team is looking into the following behavior: audio not playing on iPad/iPhone when resuming a course using Safari, and your setup sounds similar with a slight difference.
Mind sharing your .story file with me, so I can take a closer look? I'm happy to test it on my end and let you know what I find. If you need to share the project privately, use this upload link. :)
Thanks Katie,
As per your suggestion I have shared story file on a given link. Please let me know the feedback.
I am waiting for your reply.
Thanks
Akash
Really appreciate you sharing your project with me, Akash! I published your course to Web using Storyline 3 (3.4.15731.0) in which I could hear audio when testing the HTML5 output on an iPad Air (11.4.1) in Safari and Chrome.
Have no fear, though! I've escalated your case to our Support Engineers with my testing notes attached so we can keep digging. Someone from the team will be in touch shortly, and I'll be sure to also keep this discussion updated–I'm itching to know what's causing this! 🔎
Hey, Akash–and those following along!
Circling back here to note that we've got audio doesn't play on iPad/iPhone when resuming a course in Safari logged as a possible bug. Seems that the issue occurs when the learner resumes a course to a slide that has audio, but the audio plays on slides with video.
One available workaround is to set the Resume-On restart property to Never Resume. Fingers crossed this option can work in the meantime while our team digs deeper.
Thanks again for working through this oddity with us! You're in the right place, and we’ll post all updates here once we have them!
Hey hi Katie,
Thanks for the suggestions.
This issue is not related to the resume-on state. I am not exiting the course in between my review. Every time I reviewed the course in a single attempt.
Audio stopped playing from any screen or suddenly stopped when I clicked the buttons to reveal the pop ups/suddenly stopped on the screen.
Thanks
Akash Jambhorkar
Ah, thanks for clarifying that, Akash! I've shared this in your case with my teammate, Gerald, just in case.
Thanks again, and we're both standing by if you need anything else!
My team is also experiencing this issue with audio on iPad. Our audience is viewing learning and development materials almost exclusively on iPad, so this is urgent for us. Thanks for your work on this, and please let us know once it's resolved.
Hi Libby,
I'm sorry you're team has run into the same issue. In the reports we've seen and confirmed, the audio was only not playing while viewing in Safari on an iPad/iPhone after the learner had resumed the course. Does that match what you've experienced?
If not, could you let me know a bit more about your course setup? What version of Storyline are you using? What's the iOS of your iPad/iPhone? What happens with the audio?
Hi Ashley,
No, the error is happening across all of our modules when being viewed from the first time (and from the first slide). We have cleared caches and cookies and tried all the local fixes that we can. The problem is that the audio simply is not playing at all throughout the module (whether voiceover, music track, or clicking sound effect).
We tried a fix in which we manually triggered audio to start with the timeline on the corresponding slide, and this partially resolved the issue only on the standard iPad but it's extremely inconsistent and still doesn't always work. Sometimes the audio will play, and sometimes it still won't. Sound effects (triggered by a click or other interaction) are similarly unpredictable and are generally not working. No audio works at all on an iPad Pro that we are also using to test.
We are using Storyline 3. All iOS are at the latest updates.
Hi Libby,
I'd like to have our team take a look at one of your .story files and a link to your course. Can you share it with us here?
Hi,
I can't share a .story file because it's proprietary client work, but here is a video capture of the behavior of modules functioning inconsistently on iPad: https://vimeo.com/thescenemagic/review/284026583/9e2543205b
We're getting to a point with this issue where we will need to abandon Storyline altogether if there's no solution this week. Please advise ASAP. We're clearly not the only team seeing these serious problems.
Hi Libby,
Thanks for sharing the video, and that demonstrated how it's not working on a Resume, which is an issue our team is looking into. In that instance, we've seen it only while resuming and if you're using the Safari browser, have you tried any other browsers such as Chrome?
You also mentioned from the first viewing that's it's not playing any audio, and it's inconsistent between devices? I understand if you're not able to share your file, but since it's the best way for us to demonstrate the problem and document a defect, we'd happily accept a .story project or link to the course shared here privately if you change your mind. Our team can also sign an NDA if needed.
We'll keep you posted on the issue I mentioned about resuming a course, and I'm sorry for the problems it's continued to cause.
Facing the same issue. Please let me know if this is fixed?
Hi Vaibhav!
We'll want to grab a few details to understand exactly what you're running into!
Here are a few troubleshooting questions to get us started:
Once we gather more information, we'll be ready to investigate further!
We are experiencing something similar (inconsistently). For us, the audio and closed captioning work fine initially and then if we briefly get called away to another task (even if briefly for 5 minutes) and resume (even without ever exiting out of the course), the audio and closed captioning will occasionally no longer work (not consistent but has occurred in a variety of tests with different users, and different iPads). Additionally, the audio volume button does not appear when using the iPad.
Storyline 360 v 3.40
iPad: Software Version 13.5.1
Safari
With the same course, this does not happen on a Samsung Tablet. Any insights would be greatly appreciated.
Hi Ashley,
Thank you for providing those details!
When using an iPad and a different web browser, does the audio resume correctly when returning to the course? Or does this issue only happen in Safari?
If you can share your file with us, we're always more than happy to help troubleshoot! You can share files in this thread here, or you're always welcome to share them privately here. We'll let you know our findings and will delete it after having a closer look!
Unfortunately, on the iPad, this is not browser specific and experience with Safari and Chrome on an iPad. While I am not able to share the Storyline file at this time, I was able to share the video with your team privately to showcase what we are experiencing.
Hi Ashley. Thank you for sharing that with our team!
You're in skilled hands with Cleo, and I'll follow the troubleshooting along!
I have the exact same issue, exporting from the latest Storyline version to date (Oct 2020).
We can't control which Safari version client is using to view, but they assure us it's the latest as well.
Has anyone been able to solve this?
Hi Linda!
It sounds like you're also noticing the audio stops working in courses displayed on an iPad using Safari. We're happy to help!
We've found multiple factors that can affect the audio on an iPad! A few of the factors are the iOS version, type of iPad, the website where the content is hosted, or even the Safari itself. Have you tried using Chrome on the iPad?
The quickest way we can help is in a support case! You can upload your file to us by using this secure upload link. We'll let you know as soon as we receive the file and reply with our findings. We'll also delete the file after troubleshooting!
I´ve noticed that IOS stops the storyline course, it pauses the timeline suddenly & randomly.
It runs back when you switch between apps. Not a real explanation on how it does that.
Hi, Paul.
Let me ask you a few questions to help narrow down the issue:
If you can share a sample .story file with our support team, we're happy to help you troubleshoot!