Audio stuttering when editing captions

Dec 02, 2019

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.

19 Replies
Katie Riggio

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!

Gordon Wimpress

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. 

Lauren Connelly

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!

Gordon Wimpress

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.

Mark Lentz

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.


Trace Symonds

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.

Maria Costa-Stienstra

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