frozen video not playing

Apr 13, 2023

I have a course that has both video narration and an topic video playing simultaneously on a few slides. The triggers are all set to begin when timeline begins, and the topic video (5 sec) is set to play on a loop. All slides play as they should (67) except for 4 slides. I have compared all 4 slides to the others and all triggers and timelines match exactly.

When I publish to the Web - both when I directly click on the story.html & the pathway that we use for learners to get to the file these slides don't play as they should. When the user clicks on the "replay" then the slide plays exactly as it should.

We are using Storyline 3 as for our organization Storyline 360 is not an option. Does anyone have any ideas of why this could be happening and what some possible solutions may be?

5 Replies

Luciana Piazza
Staff

1 year ago04/14/23 at 3:40 pm (UTC)

Hi Nicole, and welcome to the E-Learning Heroes Community! So happy you're here! 🥳

Thanks so much for reaching out! I'm sorry to hear you've run into this snag with your four slides. I understand your frustration!

I have a few quick questions :

Have you tried importing this project into a new Storyline 3 project to see if you're experiencing the same behavior when publishing to Web?
Do you experience the same behavior when using SCORM Cloud? It would be helpful to know if it is publishing as expected for LMS vs. Web.

I'd like to share with you this article that explains possible reasons why the videos are not playing properly on these slides when publishing to web:

Storyline and Studio: Videos Don't Play in Published Content
1. ( This article goes into detail about Local Security Restrictions, File Naming Conventions, as well as potential Server issues and workarounds.)

If you're still running into this issue, I'd be happy to take a closer look at your .story file in order to investigate further. You can share your file in this thread or privately in a support case.

Looking forward to hearing from you!

Nicole Lueras
Author

1 year ago04/17/23 at 5:51 pm (UTC)

Good morning Luciana,

I tried importing to a new project and it still has the same problems on those 4 slides. I am not able to upload to the SCORM Cloud or send it over to you as my organization has restricted me from sharing the content to external people

1 year ago04/18/23 at 12:34 pm (UTC)

Hi Nicole,

You can try re-encoding the affected videos using a tool called Handbrake. You can download it here, and this video teaches you how to use it.

If the issue persists, the best way for us to help would be to share a copy of your project file through a support case. If this helps, we can sign an NDA (non-disclosure agreement) before you share your project file. You can also just share the 4 affected slides with us and remove any confidential text.

Nicole Lueras
Author

1 year ago04/18/23 at 4:02 pm (UTC)

Thank you Joe,

I was able to play around with the video properties in Adobe Media Encoder and got all 4 slides to finally work! Thank you for this tip/trick! :)

Kelly Auner
Staff

1 year ago04/18/23 at 6:56 pm (UTC)

Hi Nicole,

I'm glad you were able to solve the issue! If you run into any trouble moving forward, please feel free to reach out here in the E-Learning Heroes community or privately in a support case. We'll be happy to help!