Embedded Video not playing on ios devices

Hi there,

I have a series of embedded videos in my Storyline 360 lesson that will play fine on desktops and android devices but the videos will not play on iphones and ipads. 

As an alternative to using the embedded iframe, I've also tried to import them as HTML5 web objects, but that does not work either. 

Can anyone help?

22 Replies
Leslie McKerchie

Hi Heather and welcome to E-Learning Heroes :)

Thanks for reaching out and letting us know the issue you are running into with your published course.

How are you publishing and sharing the course?

If on an LMS, are you experiencing the same behavior in SCORM Cloud or is the issue limited to your LMS?

With your permission, I'd like to take a look at your project file to investigate what's happening. You can share it publicly here, or send it to me privately by uploading it here. I'll delete it when I'm done troubleshooting.

Katie Riggio

Hi, Laurie. Sorry you're hitting this snag on an iPhone!

I had a peek at Heather's case where we recommended to shorten the file name path for the hosted video. Interesting that the videos on an iPad, but not on an iPhone in your case. 

What Apple OS and browser(s) are you using? Also, would you mind sharing your .story file so I can take a closer look at the behavior? You can share it publicly here, or send it to me privately by using this upload link. I'll let you know what I find when testing it in a similar environment, and will delete the file after! 

Robbie Marshall

Hi team,

I'm also experiencing this issue, seems to be isolated to iPhones using iOS 12+ but not 100% on this as our users are external partners. The file name is short (as mentioned above) and works on desktop browsers and android devices. We are using an internal LMS - and when we used Adobe Captivate this issue wasn't present on the LMS. I am happy to share the .story with you privately. 

ashish sharma


I am facing similar issue on Samsung tablets. I have videos embedded and output is HTML5 from Storyline 360. On mobiles and desktop devices the embedded videos work fine but on the tablet, videos have a random behavior. Most of the time they do not load at all. 

Can somebody help with this. 



Leslie McKerchie

Hello Ashish,

Thanks for reaching out. We would be happy to help you out as well.

You mention that the videos have a 'random behavior' on your Samsung tablets. Could you explain what you are running into?

With your permission, I'd like to take a look at your project file to investigate what's happening. You can share it publicly here, or send it to me privately by uploading it here. I'll delete it when I'm done troubleshooting.

Katie Riggio

Hi there, Kate. Happy to help investigate!

This behavior has been a tough one for us to unfold, so I want to make sure you get the most up-to-date support.

Could you share more detail on what you're seeing happen on mobile? Also, are you comfortable with attaching your .story file publicly here or privately by this link? We'll gauge the performance in a similar environment, and delete it after troubleshooting!

Katie Riggio

Hello Ana. I'd love to help!

A few questions to make sure I'm on the same page: 

  • Are the video controls not working, or Is the video content not displaying?
  • How are you adding the videos to your course (i.e. From a file or website)?

We're happy to also work with you one-on-one if you can share the .story file for troubleshooting. You can send it privately through this secure upload link. We'll test it on mobile and delete it after!

Vincent Scoma

Hi Simon,

Happy to help here! 

I tested the Review 360 link on my iPhone device, and I am finding similar results. I tried to replicate this in a new file, but I am having a hard time recreating the issue. Could I have you test this Review link to see if the video plays on an iPhone device: Mobile Video Test Link

If you can share your file as well, I am more than happy to take a closer look! You can share files in this thread, or you're always welcome to share them privately here. I'll let you know my findings and will delete it after troubleshooting!

Ali Preissinger


What was the outcome of this issue. We are getting reports by many users that our courses created in Articulate with embedded videos are not allowing viewers on iOS devices to play the  videos. This is causing a lot of issues for our users. Was there a way to fix this in the courses or LMS settings?

Ren Gomez

Hi Ali,

I'm sorry to hear you're running into this as well! In looking at Melor's case, we resolved the issue by re-encoding the videos to a Baseline profile using Handbrake

I'm not sure if you're experiencing the same issue, but please share your file with our support engineers, and they can dig into it to provide further guidance!

Maria Costa-Stienstra

Hello, IT.

Thank you for reaching out!

I'd start by uploading the project to SCORM Cloud and testing it using an iOS device to rule out LMS issues. Check out this step-by-step article!

If it works as expected in SCORM Cloud, I would advise you to reach out to Captivate Prime for more information, as it can be an issue on their end. 

If you need help testing, please reach out to our support engineers through a case

Let me know if this works!