Has anyone else experienced this? When I edit captions, after about the 4th or 5 slide, the audio starts to stutter. It also shows up in the waveform, which is super weird, but also means I have to stop editing because the timing is off.
Happens every time I edit captions, no matter which file I'm working on. Even a brand new one. Restarting Storyline 360 helps for a bit, but then it comes right back. This happens on a couple of different PCs, so it's not just my machine. Very weird.
Hi there, Gordon. So sorry you're running into this oddity with the audio!
Because you already went through repairing Storyline and this is happening on multiple files, this is an excellent opportunity for our Support Engineers to jump in!
In fact, I see you're already knee-deep in troubleshooting with the team. I'll follow along to update this discussion with what we discover!
It looks like the issue is with the Sophos anti-virus software. The Sophos tech support said I should ask for a list of "recommended exclusions" for the anti-virus scans, so that we can add them thru our central control panel.
Thanks for coming back with this insight, Gordon. Interesting find!
I shared your latest update with John as we continue to work closely with you on this. He'll be in touch directly, and I'll keep on following the case!
It's becoming very convoluted and frustrating. I'm at USC, and so our Sophos is centrally controlled. I don't have any power (nor do my IT people) in being able to turn off services. I'm going to put in a request to USC IT for excluding the folder list that John gave me, but I have no idea if they will honor my request. In any case, it's already taken way too long, and I'm going to be continuing to lose time doing actual work.
None of this happened until we started doing the captioning. There didn't seem to be any problems before that, although I'm late in the game coming to 360. We used Storyline 2 forever. But the feature I was very excited about now is turning out to be a problem. Disappointed. Programs that use a lot more resources, like Adobe Premiere for example, have no problem running on my machine.
I understand how this frustrating on your end, primarily when it's affecting your workflow!
As Katie mentioned above, John is updated with the comments in this discussion and will continue troubleshooting after we hear what your findings are with the request to exclude the folder list.
I'd encourage you to continue updating John via email so that we can find a fix!
Wow, I think we just found the problem with Storyline, and it doesn’t seem to involve Sophos. It seems if you open up the captioning window before the waveform gets drawn on the audio track of the timeline, the stuttering happens. Seems to be only the captioning window that causes this, so we’d never encountered it before. Cautiously optimistic.
Glad you were able to find the cause of the issue! And thanks for popping back in here to let us know what was happening, as others in the community will find this useful!
This week I encountered the same issue as Gordon, and likewise, eventually realized it was opening up the file to caption it before the audio had loaded/drawn completely. And once it happens, you can't get rid of the stuttering until you close and reopen the file. In more extreme cases, only the very first part of the audio shows up. It's as if the audio is loaded into working into RAM incorrectly, and can't fix itself until the file is closed and it's dropped back out of RAM.
Occasionally, I encounter this same stuttering when I proof a compiled file from my drive; but the problem goes away if I replay the slide. No client has encountered this yet that I know of.
This is with narrated presentations where the audio is in 30 second to 1 minute lengths, brought in as 96kbps mp3's.
I'm about to switch over to an SSD Drive (from an old hard drive), so if it's an issue of the audio file not be able to be read quickly enough off the hard drive, maybe that'll make the problem go away.
***
I'll just add that I also had a stuttering problem with a single slide, both in Preview and when Output, which was a 96kps 44khz 32 bit float mp3. I changed it to 16 bit and reimported it and it was OK after that.
Thanks for working through this, guys. I have the same issue and now I know it's because I try to edit the audio file before it completely loaded. I appreciate the pains Gordon went through!
I have had the issue with audio stuttering whilst editing captions. I have to save, shutdown and reopen and the problem seemed to disappear.
But now I have a new stuttering problem. I imported a PowerPoint slide with the audio that was recorded to the slide. One of all 26 slides, has the entire track stuttering. I am going to get the audio file from the original PPT and see if I can't reimport it.
Hi there - We are trying something new with having our SMEs use PowerPoint recording to record the audio. So I had easy access to download the audio from that one slide and reimport it into my SL course. Didn't have any issues past that point!
I just wanted to share that we are no longer seeing the bug reported where the audio is stuttering when you preview the audio in the caption editor using the latest build of Storyline (3.61.27106.0).
19 Replies
I've never had this happen and I do a lot of captions.
It's so weird. I did a few of them before it started happening. Now it happens every time!
Gordon
Hi there, Gordon. So sorry you're running into this oddity with the audio!
Because you already went through repairing Storyline and this is happening on multiple files, this is an excellent opportunity for our Support Engineers to jump in!
In fact, I see you're already knee-deep in troubleshooting with the team. I'll follow along to update this discussion with what we discover!
It looks like the issue is with the Sophos anti-virus software. The Sophos tech support said I should ask for a list of "recommended exclusions" for the anti-virus scans, so that we can add them thru our central control panel.
Thanks for coming back with this insight, Gordon. Interesting find!
I shared your latest update with John as we continue to work closely with you on this. He'll be in touch directly, and I'll keep on following the case!
It's becoming very convoluted and frustrating. I'm at USC, and so our Sophos is centrally controlled. I don't have any power (nor do my IT people) in being able to turn off services. I'm going to put in a request to USC IT for excluding the folder list that John gave me, but I have no idea if they will honor my request. In any case, it's already taken way too long, and I'm going to be continuing to lose time doing actual work.
None of this happened until we started doing the captioning. There didn't seem to be any problems before that, although I'm late in the game coming to 360. We used Storyline 2 forever. But the feature I was very excited about now is turning out to be a problem. Disappointed. Programs that use a lot more resources, like Adobe Premiere for example, have no problem running on my machine.
Hello Gordon!
I understand how this frustrating on your end, primarily when it's affecting your workflow!
As Katie mentioned above, John is updated with the comments in this discussion and will continue troubleshooting after we hear what your findings are with the request to exclude the folder list.
I'd encourage you to continue updating John via email so that we can find a fix!
Wow, I think we just found the problem with Storyline, and it doesn’t seem to involve Sophos. It seems if you open up the captioning window before the waveform gets drawn on the audio track of the timeline, the stuttering happens. Seems to be only the captioning window that causes this, so we’d never encountered it before. Cautiously optimistic.
Hi Gordon,
Glad you were able to find the cause of the issue! And thanks for popping back in here to let us know what was happening, as others in the community will find this useful!
This week I encountered the same issue as Gordon, and likewise, eventually realized it was opening up the file to caption it before the audio had loaded/drawn completely. And once it happens, you can't get rid of the stuttering until you close and reopen the file. In more extreme cases, only the very first part of the audio shows up. It's as if the audio is loaded into working into RAM incorrectly, and can't fix itself until the file is closed and it's dropped back out of RAM.
Occasionally, I encounter this same stuttering when I proof a compiled file from my drive; but the problem goes away if I replay the slide. No client has encountered this yet that I know of.
This is with narrated presentations where the audio is in 30 second to 1 minute lengths, brought in as 96kbps mp3's.
I'm about to switch over to an SSD Drive (from an old hard drive), so if it's an issue of the audio file not be able to be read quickly enough off the hard drive, maybe that'll make the problem go away.
***
I'll just add that I also had a stuttering problem with a single slide, both in Preview and when Output, which was a 96kps 44khz 32 bit float mp3. I changed it to 16 bit and reimported it and it was OK after that.
I had this same issue today and this was the solution, thank you for sharing this
You're welcome.
Thanks for working through this, guys. I have the same issue and now I know it's because I try to edit the audio file before it completely loaded. I appreciate the pains Gordon went through!
I'm glad that this conversation was able to help you as well, Nathalie.
I appreciate you chiming in to share and welcome to E-Learning Heroes. 😊
I have had the issue with audio stuttering whilst editing captions. I have to save, shutdown and reopen and the problem seemed to disappear.
But now I have a new stuttering problem. I imported a PowerPoint slide with the audio that was recorded to the slide. One of all 26 slides, has the entire track stuttering. I am going to get the audio file from the original PPT and see if I can't reimport it.
Hi, Trace.
Thank you for sharing what worked for you in the past!
I'm also curious if re-importing the audio from the Powerpoint file fixed the new issue you're experiencing.
If you still need help, you're also welcome to open a support case through this link.
Hi there - We are trying something new with having our SMEs use PowerPoint recording to record the audio. So I had easy access to download the audio from that one slide and reimport it into my SL course. Didn't have any issues past that point!
*-*-*- Presbyterian
Hi, everyone.
I just wanted to share that we are no longer seeing the bug reported where the audio is stuttering when you preview the audio in the caption editor using the latest build of Storyline (3.61.27106.0).
If you're using the latest version and you're still experiencing this issue, please reach out to our support team through a case.
Hello,
I am getting the stutter only in preview or publish. Editing the audio or captions and it plays fine. Will open a case.
Thanks!