Closed Caption Button Not Appearing

Hi Camryn,

Thanks for reaching out and sharing what you are experiencing with your closed captions. I can see that you were able to connect with our support team as well and Lianne is working with you directly on this.

Hi, it seems a lot of folks are experiencing this (you can add me to the list), has anyone discovered a workaround?

Maybe this is it - add caption text! Once I did that, the button appeared.

Sorry for the noise :D

Can someone outline the steps to make this happen?  I have captions checked in the player features however it still doesn't show up in the player.  

Ok, so I see within Audio editor I can add the captions.  I have the script in each of the notes section as well so I can copy that to each caption.  Am I on the right track here?  Is there another, less labor intensive, way to make this happen?  

Hello Beth!

There are different ways to add captions to audio in Storyline 360! This article shares how to use the Closed Caption Editor to import captions which sounds like an easier method.

Please let me know which method works best for you!

Hi, I looked up how to import an SRT file and it said if it has the same name and is in the same folder as the video file, it would be automatically imported.  OK, I did that.  I added a Closed Captions button to the player.  But in slide preview or published, I don't get a Closed Caption button, so I can't test whether the SRT file was imported.

I imported the SRT file and now I get the button and the captions, so it didn't come automatically with the video.

Thanks for reaching out and sharing what you are experiencing, Alison.

This is a bug that our team is looking into, and I'm glad that you were already able to identify a workaround.

I've added this conversation to our report as we track user impact and so that we can share updates with you here.

We are having the same issue on multiple files. If the user exits the course and goes back in, the CC button appears. Sometimes refreshing makes it appear as well. Let us know when there's a fix.

Hello Kathleen, and welcome to E-Learning Heroes. 😊

Thank you for reaching out and sharing that you are experiencing an issue with the CC button appearing intermittently.

The bug I referred to is specific to what Alison shared above, where Storyline is not importing the closed captions automatically with its media. I apologize for any confusion. 

We do have an open issue with our team specific to what you describe as well:

The closed caption button is not visible when you view the course for the first time on Google Chrome and Microsoft Edge.

Is this what you are experiencing as well?

If so, here are the current workarounds:

• Add a trigger to display the caption when the timeline starts
• Insert a Start page with a button where you have a trigger to adjust the closed caption variable and jump to the next slide when the button is clicked.

Hi. I am having the same challenge. I've clicked the CC box, added a trigger, and tried viewing in multiple web browsers - still no luck. Looking for additional suggestions.

Thank you!

Adding attachment here...

You have to have CC text, and don't assume that an srt file was automatically added because it had the same name as the video file.

Thanks, Alison. That is true. I can add the srt file.

But, why is the CC not automatically working when I click the button?

I don't understand your question.  Not all videos have closed captions.  If you created the video, you will have to create the closed captions.  If your video has closed captions, the CC button will appear and clicking it will display the captions.

Appreciate your help, Alison. I am using the text-to-speech feature rather than a video.

After much clicking and checking - I think I finally figured out the challenge. Thanks for pushing me to think deeper!

i just updated SL3 this week. I've got captions that worked fine for a previous file and not this one. The button does not show up on the player. Yet this is a file that has had no issues in the past. So, yes, I have captions. I can get them to play if I set the Display Captions variable to True. But the button doesnt appear on the player.

Hi Rebecca,

Thanks for sharing your experience! I'd love to have our support engineers look at your file and help troubleshoot the issue as there may be a related bug in Storyline 3.

I'd love to have them confirm if this is, in fact, the case. Please connect with them here, and they can lend a hand!

So, I did find a work around, I turned the accessibility button off (left the captioning on), closed the player, set the variable of DisplayCaptions to True, opened the player, turned the accessibility button back on and it all works. I oversee a course for all incoming freshmen at my University and we have a small group here over the summer, so having them view it with a default of captions on, with the choice to turn them off seemed like a good way to move forward for the immediate time.
Rebecca

I too am having difficulties with Closed Caption.  I've been able to upload a Text Document to a MP4 video and can see the text in the display areas in the Closed Captions Editor.  However, after saving and then previewing the project, the Closed Caption button - which has been turned on - does not appear.  I've read multiple discussions, looked up tutorials and can't find a solution to this issue.

Welcome help and if anyone else is experiencing this same issue.

Hi, Deborah.

Thank you for opening a support case with our engineers!

I see you worked with Georvy and Ian, who identified and logged this issue as a bug that happens in Preview mode, where it doesn't show the Player Closed Caption button if you exceeded 44379 characters in your CC file, but it works when the file is published.

We'll reach out through the case as soon as we have news to share!

Hello Leslie!

I too am experiencing issues:

1. The Closed Caption button not appearing on Preview at all for a large video file with captions (and captions are enabled in the player)
2. The Closed Caption button often does the same thing in an actual LMS, but will sometimes pop up after refreshing the page.

I added that trigger to have captions enabled when the timeline starts, but that hasn't solved the issue in the Preview. I'm hoping it does so when I upload to my LMS 🤷🏻‍♂️

Any recent insights or future bug fix info would be greatly appreciated!

Thanks!

Tom

Hi, Tom.

Thank you for reaching out!

As we've mentioned in this discussion, we have a possible bug logged related to the number of characters in the caption file.  

If you can share your .story file through a support case, we're happy to check if what you're experiencing is connected to the bug report or if there's something else going on in your project.