Client is getting couldn’t load plugin message

Nov 21, 2016

My client is getting couldn’t load plugin. However, I uploaded with HTML5 as well so I don't understand why the alternative HTML is not being displayed?


3 Replies
Ali Goulet

Hey Sharon,

Sorry this is happening! Do you know what browser your client is viewing in? If they don't have Flash Player, they'll need to view the HTML5 output in one of these supported browsers: 

  • Windows: Google Chrome (latest version)
  • Mac: Safari 7 and later, Google Chrome (latest version)
  • Mobile: Safari in Apple iOS 7 and later, Google Chrome (latest version) in Android OS 4.1 and late
Ali Goulet

Hi Sharon!

Yes, if they're using Chrome then it should automatically redirect to the HTML5 if Flash Player is disabled. To dive into why this may be occurring a little further, there are a couple more details I'm curious about.

What environment are you publishing for and where is your client accessing the course from? You'll want to make sure you're both viewing the course in it's intended environment, otherwise you or your client may run into security restrictions from the computer, web browser, Flash Player, and network that can cause playback issues. So for instance, if you use the option Publish for Web then you'll need to upload your course to a web environment, such as tempshare, to properly access it.

If you're following those guidelines, would you mind sharing your .story project file here so we can do some testing? You can add it as an attachment right to a comment in this thread. Thanks!

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