Audio Trouble in Safari

Jun 12, 2019

Kay Hunt
By Kay Hunt

Hello,

I am having issues with course audio playing when published to LMS and experienced using Safari. We've tested in Chrome and IE as well and this issue does not occur there. I have 6 slightly different versions of the same course and the same slides are causing issues across all courses. I cannot see any difference between these slides and other similar slides.

The problem: There are three slides in my course where the audio does not play when the slide starts. If the user presses replay, the audio plays fine. If the user presses pause, and then play, the audio plays out of sync with the timeline and then has two audio tracks (plays over itself).

What I have tried so far: I read up on some of the Safari 11+ updates which say that the audio may have trouble if the slide is auto advancing. However, all of my slides are advanced by the user. 

I also tried to add a trigger to force the audio to play when the timeline starts (play media when timeline starts), but that did not make a difference.

Any thoughts on what may be causing this or possible fixes?

 

Thanks!

12 Replies
Ashley Terwilliger-Pollard
almost 5 years ago06/21/19 at 1:08 pm (UTC)

Hi Kay,

Thanks for checking that version number. So to confirm, the audio doesn't play consistently with the following conditions:

  • Safari 12+ 
  • Audio on slides that follow video slides

It sounds like it's a good match for the issue I mentioned, and it was reported to our team recently so we're still digging into it. If you're able to share a copy of your course with our Support Team privately they can also sign an NDA for you. 

Also, a few other users who ran into the issue found that clicking on the slide would allow the audio to play. Can you test that too? 

Kay Hunt
almost 5 years ago06/21/19 at 5:39 pm (UTC)

Hi Ashley, 

You are correct. The issue has only happened for us when using Safari 12 on desktop. We did test on an iPad (Safari mobile) and had no issues.

Unfortunately, even with an NDA, I am unable to share the source files for this particular course. I'd be happy to test anything I can on my end and provide detailed descriptions of what occurs if that is helpful. 

Clicking on the slide did prompt the audio to play (including the play/pause button or anywhere on the slide in general - clicking the replay button started the audio over as it should). However, when clicking anywhere on the slide, the audio started from the beginning. So if the timeline was already 5 seconds in, for example, the audio would be out of sync by 5 seconds.

Lastly, our team's potential workaround for this issue is to save the MP3 audio files that are not working properly as MP4 video files and reimporting back into the course. Unfortunately, this means that slides with MP3 files that follow the new MP4 files also exhibit the audio issue, so all MP3 files may need to be replaced with MP4s. We did this by importing just the audio into Replay and publishing as a video, then putting that video into the course. Let me know if you have questions about that. 

If there is anything else I can do let me know! I would really like to see a fix for this issue. 

 

Kay

Lauren Connelly
almost 5 years ago07/23/19 at 5:48 pm (UTC)

Thank you everyone who chimed in on this discussion! I have great news!

We just launched the newest version Storyline 360, v3.30.19518.0 this morning which fixed the issue where audio played inconsistently in versions of Safari 12 on macOS Mojave.

The next step is to update Storyline 360 by heading to your Articulate 360 desktop app and clicking "Update" next to Storyline 360.

As always, we are happy to answer any questions you have by posting in this discussion or you can contact our Support Engineers directly.

This discussion is closed. You can start a new discussion or contact Articulate Support.