HTML5 output not working on Chrome

I am using storyline 3 and after publishing the course they worked in Chrome and IE10 and FF. However after few days they are not loading on Chrome but works in IE10 and FF.

The issue is they were working fine just few days ago but all of a sudden only the loading wheel in loading, not the content.

Any idea how this has happened?

(I checked with flash version and it worked. Only HTML5 version is affected with this issue.)

84 Replies
Emma Crossley

I see that as of today April 26th there is a SL 360 update that addresses the Chrome 66 issue. I am curious what exactly the fix was?

I am concerned that if it is some sort of workaround that Chrome will come back and release another version negating this work around and on and on and on.

After all, if Storyline has a way to bypass it, so would other less "puritanical" video providers (ie digital advertisers)...and Google would want to combat that.

Ashley Terwilliger

Hi Robert,

We did add support for Chrome 66 in the April 26, 2018 update for Storyline 360 and Studio 360. Just install the latest software update and republish your course.

Since Google changed how media is handled in Chrome 66, it's not a bug that we fixed or a workaround we implemented but an enhancement based on the Google update and supported this new version. You can see the rules at which Chrome is allowing media to play here:

Under the new policy media content will be allowed to autoplay under the following conditions:
  • The content is muted, or does not include any audio (video only)
  • The user tapped or clicked somewhere on the site during the browsing session
  • On mobile, if the site has been added to the Home Screen by the user
  • On desktop, if the user has frequently played media on the site, according to the Media Engagement Index

We're also working on a solution for our perpetual apps (Storyline 3, 2 and Studio '13) and will update this article with details as soon as possible. In the meantime, ask learners to use a different browser, such as Firefox, Internet Explorer, or Safari.

Emma Crossley

Thanks for that, but this makes me a little confused...per the rules you included from Google, the courses on my sites and LMS should never have stopped playing properly since the user always had to click a button to launch the course in a new window...which is still the same browsing session is it not?


Ashley Terwilliger

Hi Robert,

Great question! If the users are clicking to launch the course in a new window, that new window likely has a different URL than the page where you clicked to launch. So that will count as a new browsing session and the user would need to click again. 

If your course was hosted in an iFrame in your LMS, and you were clicking on that page to play the course as a whole, that would count as the same browsing session. 

Hope that helps!

Crystal Horn

Hi there, Sandesh.  Thanks for chiming in.  I want to make sure we're on the same page about what issue you're experiencing!  While we made adjustments to comply with browser media policies that have changed recently, those changes are not in place for local viewing (offline).

Can you confirm if your course plays at all when launched locally and viewed in Chrome?  Do you see a blank screen?  Do you have audio on the first slide?

If you need to test (or even deploy) your content offline, try publishing for CD/Local media, and launching the launch_story.exe file to play the content.

Katie Riggio

Really sorry you've come across this problem, Vinod! Mind sharing your .story file with me? I'd like to test your course on SCORM Cloud and see how it behaves in different browsers.

Simply pop it into this discussion by using the Add Attachment link in your reply, or share it privately with me through this link. I'll be here when you're ready!

Paul Fischer

I created a course in Storyline 2, published it, and uploaded the zip file to tempshare.  After publishing three additional times the tempshare link started to work on the laptops in our office, however my peers who office out of a different state can't view it in chrome at all.  Could this be a security issue that is affecting their ability to view the link?

Leslie McKerchie

Hello Paul and welcome to E-Learning Heroes :)

Sorry to hear that you're running into an issue with your SL2 content in Chrome.

It sounds like you are publishing for the web and uploading to Tempshare and that link is working inconsistently for your peers? 

It does seem to be pointing to a possible browser issue. 

Do you know what version of Chrome everyone is on?

Ashley Terwilliger

Hi Manish,

The latest update of Chrome is now ver. 69. Have you looked at updating to that one? Also, what update of Storyline are you using? You can check by going to the "Help" Tab -> "About Articulate Storyline", the latest is Storyline 360, build  3.19.16600.0

I'd want to check that you're using the latest of each, as Chrome changed the way autoplay of media was handled in Update 66 and our latest updates include a fix for that. 

If you're still running into trouble, can you share a link to your course here and let us know what you're seeing? 

Leslie McKerchie

Hello Manish and welcome to E-Learning Heroes :)

Thanks for reaching out and letting us know you're files are not playing as expected.

As you can see in our documentation here, we support the current version of Chrome, which is Version 69.0.3497.100 (Official Build) (64-bit).

Be sure to update your Chrome Browser and let us know if you still have a problem viewing your course.