Audio/video not playing on newly published courses

Hi!  I published a course on Friday that includes both audio and video.  I've published it before and had no problem with it, but the version I posted on Friday all of a sudden has no sound and the videos don't play.  I've tried publishing in HTML5, HTML5 with Flash backup, Flash with HTML5 backup and Flash and none of them work.  The audio files are .wav files and the videos are mp4 files.  I understand there was a Flash update on the 10th but don't know how or if it could impact the new courses.  Courses published prior to last week work fine.  Any help would be greatly appreciated!  Thanks

4 Replies
Katie Riggio

Hi there, Janelle. Happy to look into this mystery!

A few questions to get us started:

  • Do you see the audio issue happening during Preview as well, or just in the published output?
  • Where did you host the published output? Also, what browser(s) are you using to view the content?
  • If you're able to share a .story file with us for testing, that would be gold! You can send it privately to us by using this link. We'll gauge the performance in a similar environment, and delete it after troubleshooting.
Katie Riggio

Thanks for sending in your file for review, Jannelle!

I see my teammate, Anna, received the case where you both were knee-deep in troubleshooting. I saw your latest update where updating Storyline 360 and republishing the courses did the trick – excellent detective work!

I'll let Anna know, and do reach out if you run into any more trouble! 😊