Images and Audio not loading sometimes

We get this complaint occasionally and can not figure out what is going on. 

Basically sometimes, for some people, some of the assets for the course are missing when they view it. The same course/slide will work fine for other viewers. 

Here is the best example of this we have. This user reported the issue and recorded a screener:

The image is missing but "frame" around it is still there. I tracked that one down in the Storyline file (screen shot below). In the published output the image is a jpg (no frame) 

"\story_content\6K2QNsgY2K6_80_DX708_DY708.jpg" That frame seems to an "effect" applied to the image so I assume it's something coded in or it's in a swf somewhere. 
The audio did not load for the slide either. 
Has anyone else seen this issues?
Thanks for your help

8 Replies
Christine Hendrickson

Hi James!

That does seem strange. It sounds like it's specific to the user's machine, but I'm afraid there wasn't a lot of information in her recording. Good to get an idea of what's happening, but we may need a little more information to figure out why it's happening. 

Any idea what browser they're using? What version of Flash? Have they tried using a different browser? 

Also, do they hear any other audio from the course? Or does it just seem to be missing from that slide/interaction?

onEnterFrame (James Kingsley)

Thanks for the quick response! 

Since Screenr Biz is so awesome I do know what that user had:

  • Browser: Chrome 25.0
  • OS: Windows (I happen to know its Win 7)
  • Plugins: Flash 11.6.602, Java 1.7.0

But she is one of several... I would have to dig through the logs to try to figure the others out. 

Yes they do hear other audio and see other images... just some audio/images don't load sometimes. 

Christine Hendrickson

Hi James,

Hmm. Really not sure what's happening if they're able to view some, or view them some of the time but not other times. The only thing that comes to mind for that is a caching issue. Do they view the course multiple times? If so, they could try clearing their cache and see if that makes a difference. 

If you're able to find a common thread for users that have this issue, hopefully that'll help narrow it down a little.


Jos Huijnen

Hi James, Christine,

Our courses are not yet seen by many yet, (ca 100 views in total). But I got several reports on missing audio. It happened once with my computer (Windows 7 professional 64 bit, using Google Chrome). Re-loading the course solved the problem but I notice that regular users do not recognize the problem and believe that some slides simply include long waiting time. This and the online service (partly) missing an unknown number of guest registrations are our main concerns. It would be bad if users quit courses when they think it is badly made by us...

Thus like you I hope that this is a solvable problem. I am considering to include a short instruction in our courses to inform the viewer about this possible hick-up.



Jos Huijnen

Just reproduced some of the disappearing media problems (Windows 7 professional, using Google Chrome Version 26.0.1410.64 m) 

I made minor adaptations to my course and published it ( at ).

1. I checked my changes by using the seek-bar to jump through the slides quickly (putting it at the end of the timeline). I took some screen dumps while browsing for sharing with colleagues

2. When reaching the end of the course I jumped to Outlook and other software.

3. When returning to the course window in Chrome I used the (home made) menu to jump to earlier slides. Now a slide with video showed only white during the timeline and my drag and drop question missed the elements that need to be dropped.

I have to note that at some point the course recovered itself without re-loading. Hopefully my viewers do not jump between applications too often...

Christine Hendrickson

Hi there Jos. Welcome to the community!

Sorry to hear about the trouble you're having with this. Thanks very much for all of the information. 

I did take a look at the course and I tried to recreate the issue on my side, but I'm afraid I'm not seeing the same results.

Are you publishing and viewing HTML5 or Flash content?

Also, have you tested the course in a browser other than Chrome? Does the same thing happen? 

What version of Flash are you running on your machine?

Thanks and welcome again, Jos!

Ashley Terwilliger-Pollard

Hi Eva,

This thread is a bit older for sure, and I don't see that Jo responded to Christine - but that Christine wasn't able to replicate it. I know that IE has had some memory issues in the past, so I'd also look at updating the IE browser and the Flash version to the latest. Also what update/version of Storyline are you publishing with? 

If you'd like to share a link to your course here, I'm happy to test it in the latest Chrome and IE11. 

Ashley Terwilliger-Pollard

Hi Eva, 

Thanks for checking into those things. When you mention from within your company network, do you mean the internet/wifi you're accessing through? If so, I would defer to your IT team to look into any issues with a firewall or similar. It sounds like everything else is up to do - but I'm happy to test with that set up if you want to share the link here.