Chrome 66 - when is audio broken?

Today's update says that:

"Google changed the way media is handled in Chrome 66, so audio in your Storyline and Studio HTML5 courses might not play in Chrome 66 and later."

Does anyone have a little more detail around when audio is broken and when it is not? Should we just assume that none of our courses published prior to the update will play in Chrome 66 now?

14 Replies
Ashley Terwilliger-Pollard

Hi Will, 

Google changed how media is handled in Chrome 66, so it's worth noting that it's not a bug that we fixed or a workaround we implemented but an enhancement based on the Google update and our support of this new version. You can see the rules at which Chrome is allowing media to play here

So if a user has frequently played media on the site, or they have frequently played media on the site before that should allow things to play normally. 

If you run into anything odd or unusual, don't hesitate to reach out to us here in ELH or directly to our Support Engineers! 

Will Findlay

Thanks Ashley. Can someone interpret exactly when I should expect audio not to work in Storyline though? E.g. Should I always be having users click a start button at the beginning of my content? If I'm not having them click somewhere, should I expect the audio to be muted? 

Unfortunately the "Media Engagement Index" is kind of useless to me because we have new people starting at our organization frequently who will be accessing our LMS for the first time. 

Chrome is really annoying me lately.

Ashley Terwilliger-Pollard

Hi Will, 

If you'll have a lot of new people joining you and accessing it for the first time, perhaps adding in that start button on your course would be the best method. You can make it look however you'd like on the first slide, and it may be a good opportunity to prompt folks to check their volume, plug in a headset if needed and confirm if they're ready to get started! 

I for one appreciate this change, as I've noticed a lot more websites auto-playing ads immediately upon visiting the site! Even though I work alone, it's still jarring to have a car commercial startup when I'm just trying to read the latest news article on said Chrome changes. 🙄 

Ashley Terwilliger-Pollard

Leave it to the gamers to force Chrome to change. 😉

Justin shared the following here as well:

A quick update:  Since the original release of Chrome 66 effectively broke a lot of web content, (such as e-learning courses with audio introductions), Google responded to the cries for help and rolled back their audio policy in an update to Chrome 66 on May 15, 2018.  We recommend updating Chrome to the latest version, which allows audio to autoplay as expected.

But this reprieve is temporary.  Google will stop autoplaying audio again in October 2018 when Chrome 70 is released. And with the software updates and content updaters mentioned above, you’ll be ready.

Crystal Horn

Hi there, Jill.  I'm sorry you're having audio troubles!  I'm sure you've been trying to troubleshoot what's happening, and that's what led you here.  Can you share your .story file here for us to test?  Even if you can share the output link, that would be a great start.

If you need to keep your content private, feel free to share it here with this thread or my name mentioned.  Thanks!

Michelle Lamont

I'm experiencing the same issue with Chrome v 66.0.3359.158 on Android.
My Storyline 360 version is 3.16.1584.0.

I have a Storyline 360 module with audio on most slides/layers (audio recorded within Storyline 360) and the audio does not play when viewed using above Chrome version on Android.  I have 3 x published versions - (1) Flash>HTML5  (2) HTML5>Flash and  (3) HTML5 only.  Only the HTML5 version worked, but worked only once. I'm not sure how it worked because it's not worked since.

When viewing the same 3 x published versions using:

  • an older version of Chrome V62.0.3202.84 on Android the audio plays with no issue.
  • the native 'Samsung Internet' browser v6.4.10.5 on Android the audio plays with no issue.

Further, the HTML5 only version is absolutely painful to watch when using IE 11 on a laptop/desktop. The lag with animation (particularly mouse simulated animations) makes it impossible to view, but is great when viewing in Chrome v66.0.3359.181.  The Flash>HTML5 and HTML5>Flash versions are great.  I would stick with one of these, but neither of these work using the latest Chrome on Android and I need to provide our learners with a single solution that works across devices and the above mentioned browsers.  I've read posts about IE11 Compatibility Views causing issues - this is not active in our environment.  I also read posts about the 'Accelerated graphics > Use software rendering instead of GPU rendering' setting in IE11.  I've tested with this ticked and unticked.  Doesn't make a difference.

A little later I'll share a portion of this module via the link (Crystal Horn) provided.

Thanks, Michelle

Michelle Lamont
Michelle Lamont

I'm experiencing the same issue with Chrome v 66.0.3359.158 on Android.
My Storyline 360 version is 3.16.1584.0.

I have a Storyline 360 module with audio on most slides/layers (audio recorded within Storyline 360) and the audio does not play when viewed using above Chrome version on Android.  I have 3 x published versions - (1) Flash>HTML5  (2) HTML5>Flash and  (3) HTML5 only.  Only the HTML5 version worked, but worked only once. I'm not sure how it worked because it's not worked since.

When viewing the same 3 x published versions using:

  • an older version of Chrome V62.0.3202.84 on Android the audio plays with no issue.
  • the native 'Samsung Internet' browser v6.4.10.5 on Android the audio plays with no issue.

Further, the HTML5 only version is absolutely painful to watch when using IE 11 on a laptop/desktop. The lag with animation (particularly mouse simulated animations) makes it impossible to view, but is great when viewing in Chrome v66.0.3359.181.  The Flash>HTML5 and HTML5>Flash versions are great.  I would stick with one of these, but neither of these work using the latest Chrome on Android and I need to provide our learners with a single solution that works across devices and the above mentioned browsers.  I've read posts about IE11 Compatibility Views causing issues - this is not active in our environment.  I also read posts about the 'Accelerated graphics > Use software rendering instead of GPU rendering' setting in IE11.  I've tested with this ticked and unticked.  Doesn't make a difference.

A little later I'll share a portion of this module via the link (Crystal Horn) provided.

Thanks, Michelle

Further to above, I just got audio to work when viewing a HTML5 only version on Android and Chrome v66.0.3359.158.  The only change I applied to the .story file was the 'Modern Player' in Storyline 360.  The versions I commented about earlier were using the 'Classic Player'.  Don't know if it's possible for the player to make a difference, but that's the result of my testing.

I've also submitted a support ticket.

Alyssa Gomez

Hello Michelle! 

It sounds like this has been an uphill battle for you, so I'm glad you reached out to us for help. That's what we're here for! I see the file you submitted in your case (thank you!), and our support engineers will reach out to you as soon as they've tested it. I'll follow along and post updates here as the case moves forward!