Issue playing courses with video on Mac OS Ventura with Safari
Feb 21, 2023
Hello,
I'm just wondering if anyone else has encountered this issue. We are currently triaging an issue with courses that contain video (MP4) - basically, if a user is on Mac OS Ventura 13.2.1, using Safari version 16.3, courses containing video will not play.
We've done several tests and are currently working with support on this issue. However, no resolution has been reached as of yet. Our tests are indicating that if a course has any video present at all, the course itself will either not load (loading dots appear - testing on SCORM Cloud), or the course will operate, but when a video slide is encountered, the loading dots appear.
I understand that it's likely because of browsers preventing media autoplay, but this historically has only happened on the first slide of a course, not mid-way through. We even tested moving the video to the very end of a course (otherwise containing static slides with audio) to see whether it was only affecting videos early in the course cache, but it appears that just the act of having a video in a course causes this problem. As soon as videos are removed from the file, the issue resolves.
Another thought I had was 'hmmm...I wonder how this affects the screen record functionality in SL', so I tested that as well. The screen record generates an MP4, and this yields the same result - course not playing/constant loading state, so while this is an issue for us with our clients, it may pose a larger issue for organizations who rely heavily on screen recordings for simulations, etc.
While this may not be a huge issue right away as some users may not update their OS as soon as a new one is released, it will become a bigger issue down the road.
For additional context, we've tested on multiple machines with the Ventura/Safari version configuration in both SCORM Cloud (published to 2004 3rd and 1.2) and on our LMS (published to AICC).
23 Replies
this seems to be a common problem with Safari 16.3
https://community.articulate.com/discussions/articulate-storyline/course-not-loading-on-macos-safari
do you see the problem, if you publish the course on Review 360?
Yep - we saw this one too :)
And apologies for not answering your question. On review, the course plays properly, likely because the act of opening the course in Review is executing the handshake of consenting to play the media. That's just an assumption though.
Hi, Ashley!
Thanks so much for reaching out to the community about this issue! We are also noticing that videos aren't loading when viewing a course using Safari on Mac Ventura. We have filed this as a bug.
As a workaround, I'd recommend viewing your course on Google Chrome for the time being.
We'll be sure to update this thread with any news.
Thank you Luciana. Unfortunately this not an ideal workaround for us as we have thousands of learners using this configuration and this will generate an abundance of technical support requests and tickets for our team. Additionally, many of our clients are restricted by which browser they can use on their corporate devices.
Does the team have an ETA for the bug fix? That would be helpful. Thank you!
Hi Ashley,
I understand that using a different browser won't work for your use case. Our team is currently looking into this issue with Mac Ventura / Safari, but I don't want to commit to a date before we have a fix finalized. We have added this discussion to the bug report, so you'll be notified if there are any developments.
Thanks for your patience!
Ashley, I went ahead and opened a support case on your behalf so we can monitor your situation closely and provide updates as they come. Please expect an email from one of our Customer Support Engineers.
Thank you!
Fantastic - thank you so much :)
Hi Ashley, did you received any resolution from Articulate team, as I am also facing same issue with Mac Safari browser.
We are experiencing the exact same issue. Our courses rely heavily on videos embedded throughout and are seeing the exact same thing that Ashley reported. Either the course won't load at all, or it will play a few slides and get stuck right before a video.
Users taking the course on an iPhone seem to be able to play it, but there are also glitches with the way it reports values to our LMS.
We hope this can be fixed soon, as it's impacting a large group of our users and support requests related to it are becoming more and more frequent.
I am having the same issue and this project is actually for Apple. They only use Safari. Not good. It is a large course containing small videos. Version 3.73.29831.0 .
Hi all,
Thanks for reaching out! We're working on a fix and will update this thread once this issue with Mac Ventura and Safari has been addressed.
I appreciate your patience!
Thank you Eric. Keep me posted
Thank you, Eric. I'll keep an eye out for updates.
Any Luck on the Safari issue? I am working on a project for Apple the company. The course works fine in Chrome. But won’t even get past start screen in Safari. Please let me know. Thank you.
The 360 review course is located here:
https://360.articulate.com/review/content/ecacbc50-261f-41bc-a49d-126a0389a67e/review
Thanks again
-Michael
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.
Excellent news. Thank you very much! Have an awesome day!
Thank you!
Thank you, John! I hope the update solves our issue. However, when I open Storyline, I don't see the option to install a new version. Is this coming later today?
Hi, Claudia!
Thanks for reaching out. First, you'll want to make sure you have the most up-to-date version of Articulate 360. After updating the Articulate 360 desktop app, you can then update your authoring apps, such as Storyline 360. You can learn more, here.
If you're still experiencing an issue updating the app, please let us know and we'll be happy to help get this figured out!
This post was removed by the author
The revision worked for Safari until now. The version somehow reverted back to an older version 3.71.29339.0, and now the course will not launch. This is a big project for actual Apple the company. They only use Safari. I have tried to sign in to the desktop 360 app but it puts me in and unless “sign in” loop. And can’t get to the update screen to see if it is available.I have cleared cache, rebooted, etc. Please help. Thank you for your assistance.
Best Regards,
Michael Caincross
The Articulate release on April 3rd 2023 nailed down the Mac issue. Thanks team Articulate!
Hi Michael,
Thanks for reaching out and I'm sorry to hear that you're experiencing this issue! I see that you’ve connected with our Support Engineers and are working with my teammate, Jopney. You’re in great hands! We’ll continue the conversation in your support case.
Kushal, I'm glad to hear that you're enjoying this update!