Cannot replay a video a 2nd time on mobile or tablet

Jan 13, 2017

My video will not replay when I revisit a slide on mobile and tablet devices. It works on desktop though. It is set to play the video automatically in the slide.

The problem is easy to reproduce:

  • Navigate to the slide with the video
  • Watch the video
  • Navigate to the next slide
  • Click the Prev button to navigate back to the video slide
  • The video length at the end of the video control seek bar shows a length of 00:00

The only way to force the video to play a second time is to refresh the browser page.

This issue exists on:

iOS 10.2 - Safari on iPhone 6S, and Safari on iPad mini4

Android 5.1.1 - Chrome and the built-in browser

I have attached the story file.

39 Replies
Alyssa Gomez

Hi there Simon,

Thank you so much for sharing that detailed information and for attaching your file here. This is a known issue with Storyline 360, and it's one we've had on our radar for a while. I'll add your experience to the report to our Quality Assurance team, and I’ll post any updates here in this discussion.  You'll receive a notification of updates since you're now subscribed to this post!

As a workaround, you might want to try inserting the video from a website instead of from a file.

Alyssa Gomez

Hi again Simon!

This article explains what to do if you get an embed code error message. It can be a bit tricky to pinpoint the correct embed code when dealing with internal media servers, firewalls, and proprietary code, and it may require you talking with someone who manages the media server in order to access the videos. You're also more than welcome to reach out to our Support Engineers directly, as they would be able to give you more direction on using an embed code from a video hosted on an internal server. 

Simon Buehring

Alyssa - can I request that this issue gets move to the top end of the priority scale? Frankly I'm hugely disappointed by this. Articulate claims to have a fully HTML5 product with all the benefits which that brings. Being able to replay HTML video is a core requirement of any elearning course and currently Storyline is not able to provide that without the user pressing the browser refresh key. This is causing errors when I test on Scorm cloud and it's also not at all good from a UX point of view.

I have tried the workaround you suggested - embedding a video from my website. This does enable the user to replay video. However yesterday I discovered a problem which is that the Chrome HTML5 video player controls how has a download button to download the video. This cannot be removed and is obviously unacceptable for most content providers. The built-in Storyline seekbar doesn't work with video embedded in this way so that can not be used to control the video.

So, I'm back to square one on this. Please can this Storyline bug be fixed ASAP? This has now become a blocker to me publishing my course.

Alyssa Gomez

Hey there Simon - 

I hear your concern, and I’m really sorry that this issue has caused you frustration.  We’re monitoring the way this behavior impacts our customers and figuring out how a change here might fit in with other priorities. I'm going to advocate for this issue in our next meeting, as this is one that impacts many of our users. I appreciate you for staying committed to this, and I’ll be sure to let you know any further information I have to share as soon as I can!

Simon Buehring


Thank you for sharing your workaround. I have tried it and it works as you describe, BUT it still doesn't solve the 2nd problem - which is that by embedding as an iFrame, it uses the native browser HTML5 video player controls. On Chrome, this now includes a download button which enables users to download the videos. If that is acceptable to you, then so be it, but I don't want my users to be able to download my videos.

Thanks for sharing your tip anyway - much appreciated.

Simon Buehring

My project is also on hold because of this.

Frankly I think it's very poor of Articulate to not have this sorted. Claiming to support HTML5 video is one of the main reasons I went for Articulate. Not delivering is extremely poor and disingenuous.

Come on Articulate - pull your finger out and get this sorted! This is badly affecting your customers!

Ashley Terwilliger-Pollard

Hi all,

Great news! Articulate 360 Update 4  was just released, and included a number of fixes which you can see in the release notes available here.  The item you all may be particularly interested in is how it fixed various issues when editing videos in Storyline 360 and viewing videos in published output.

Just launch the Articulate 360 desktop app on your computer and click the Update button for Storyline 360. Details here.

Let us know if you have any questions, either here or by reaching out to our Support Engineers directly.

Leonard Puglia

Hi Heroes and Staff,

I'm hoping someone can help. I have the latest update installed of Articulate 360, and I am still experiencing issues with video playing on a revisit.

This is my scenario:

I have two slides in this prototype I'm working on: A menu slide and and video slide. The learner accesses the video slide from clicking on an item on the menu slide.

The video slide is built with the video on the base layer, with 3 questions that pop up at specific cue points (built over 3 layers).

The video slide is set to "reset to initial state" on revisit.

I originally had the video set to play automatically, but now I have created a trigger to start media when timeline starts (this appears to have made zero difference)

The video has subtitles - these appear correctly when the video plays the first time, but do not appear on a revisit

Upon revisiting, the video does not play.... but the question layers DO appear at their given cue points - which tells me the timeline is moving, but the video is not playing


I have read the posts above, including hosting the video file from the web rather than embed the file, and this is not possible in my circumstance.

Any guidance or assistance would be greatly appreciated. Thanks

Leonard Puglia

Hi all,

After spending some time looking at similar posts and threads, I've discovered that my issue is anchored to using Firefox as the browser to view my published file. 

I didn't realise (until now) that Firefox has issues with HMTL5. So of course when I tested my published file in IE, it worked fine. Safari also has issues, but my client doesn't use it, so that's not an issue - for now.

I'm still interested to hear from others on this post as to how they have progressed since the latest Articulate 360 update and whether this has fixed their issue.

Cheers and thanks

Crystal Horn

Hello Leonard.  Thanks for sharing all of that helpful detail.

We've documented this issue with videos not replaying in Firefox after the slide has been visited.  Our documentation indicates that it works with Chrome and IE11, but I don't see any information for Safari.  I'll give that a test so we can include that browser if we need to.

I'll tag this discussion for follow up on the Firefox (Safari) issue!

Leonard Puglia

Thanks Crystal,

The client uses IE9 across their network, so thankfully this worked fine. But the Firefox issue did have me stumped for a while and I was so glad to find my answer in this forum/community.

With Safari, the issue wasn't around the video playing again on revisit, but some of the triggers involving changing states and variables (with the pop-up questions) didn't work on subsequent views of the video slide. This issue only happened in Safari. Even Firefox displayed these correctly (even though it didn't play the video, the pop-up questions still performed as intended).

Once again, thanks for your help and the help of the heroes community. I don't know where I would be without it!

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