Course not loading on macOS Safari

Feb 18, 2023

Oscar Smith
By Oscar Smith

Hello,

After the recent macOS update, our courses no longer work when using Safari on Mac. Safari on mobile devices work without issue but the Mac Safari version doesn't. No issue with Chrome or Firefox on macOS, only Safari.

It specifically happens before playing a video and sometimes when launching a course. Even if the video is extremely small in MB size and the course is 1 or 2 slides, doesn't matter, as we've test different variations and nothing works.

Testing was done within our LMS environment, on SCORM Cloud and pop-up blocker was disabled.

However, it doesn't work as the video file we used when testing is very small. Once the course reaches a .mp4 file, it stops working. Prior to the recent update, our courses worked but now they don't. Multiple colleagues in different locations are reporting the same issue as well.

Again, no issue with the iPhone or iPad versions but has anyone else experience this issue with the latest version of macOS and Safari?

20 Replies
Oscar Smith
1 year ago02/20/23 at 7:58 pm (UTC)

Sure thing! I'll also add that it happens on Ventura 13.2.1 and Safari 16.3 (it was working with the previous versions).

Lastly, the issue only happens when a .mp4 file is in the course (if the file is removed, it works as expected).

Attached is a screenshot of the loading issue.

Eric Santos
1 year ago02/22/23 at 2:29 pm (UTC)

Hi Ted,

I'm sorry to hear you're also hitting this snag! We are currently looking at this issue with Mac Safari. Our initial tests show it is not happening on the latest Storyline 360, Build 3.73.29831.0, which was just released last Feb. 21. 

If you're not running the latest version yet, please update Storyline and see if it helps with the Mac Safari issue.

Let me know how it goes, and I'll be more than happy to assist further!

Eric Santos
1 year ago02/22/23 at 9:49 pm (UTC)

Hi Ted,

I went ahead and opened a support case on your behalf so we can monitor your situation closely and provide updates as they come. We are investigating this possible bug with Mac Ventura / Safari and please expect an email from one of our Customer Support Engineers.

Let me know if you have questions, thank you!

John Morgan
1 year ago04/04/23 at 3:37 pm (UTC)

Hello everyone!

Good news! Today, we just released Storyline 360 Update 74 (Build 3.74.30180.0) which included the fix for the bug where courses with video randomly crash on Mac Ventura and Safari.

Now all you need to do is update Storyline 360 in your Articulate 360 desktop app!

If you have additional questions, don't hesitate to reach out in this discussion or in a support case. 

Francesca Ungaro
1 year ago04/12/23 at 3:23 pm (UTC)

Hi John.

I'm sorry to report that the issue with safari still persists, with the latest updated version of storyline.
In particular, the course does not start (it remains on the initial loader).
This happens both when there are mp4 videos and without. It's very important for us to fix it. Thank you.

Francesca

Eric Santos
1 year ago04/13/23 at 5:59 pm (UTC)

Hi Francesca,

I'm sorry to hear that the issue with Safari persists on your end even after updating to the latest Storyline version. I'm happy to help troubleshoot. 

We can start by checking if you're working on your local drive; working on a network drive can cause erratic behavior. If the problem still happens, try running these steps to repair Storyline to rule out a problem with the installation.

We'd be glad to investigate further if needed. You may share your Storyline project here or privately in a support case so we can take a look. We'll delete it when we're done testing. Kindly include the Safari version you are using to test. Thanks for your patience!

Submit a Support Case

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