Issues with Video Preview

Dec 21, 2017

I'm trying to preview a screencast in Storyline 360 that I created in Replay. When I preview it on the timeline, the audio doesn't work, which means that I cannot create cue points for annotations. Is this a known issue, and how can I fix it?

28 Replies
Alyssa Gomez

Hi Erika!

The audio should work while previewing the video on the timeline. I can try and help you sort this out!

  • Are you on the latest update of Storyline 360? To check, click the Help tab, then click About Storyline. You should see 3.11.14249.0 in the bottom-right corner. 

  • Can you hear audio if you preview the slide in Storyline preview?
  • Are you working from your local hard drive or a network drive?
HPL Training

I updated Storyline 360, and it still wasn't working as anticipated. However, I have discovered that since I had set the video to play when clicked, it wasn't previewing. When I changed it to play automatically, the preview worked from the timeline. I'm not sure if this is intended behavior, but I hope this helps someone else in the same situation!

HPL Training

Thanks Alyssa! I'm having another issue with video preview now...

I'm trying to add annotations to a screencast by playing the screencast and adding cue points. The cue points are there, but when I go to put the shape in, the screen reverts back to its original frame. This means that I can't tell where to put the annotation. Why is this happening?

Alyssa Gomez

I apologize, Erika! That was a misunderstanding on my part. I wanted to show you a screen recording of the playhead functionality in both Storyline 2 and Storyline 360 from my computer. From my testing, both versions show the accurate video frame when the playhead is moved. 

It sounds like that functionality isn't working correctly for you in Storyline 360. Would you mind recording a Peek of what you're seeing? That would be really helpful!

Alyssa Gomez

Hi Erika,

Thanks so much for sharing the file with me. It looks like the video frame changes when you move the playhead anywhere between 1-30 seconds. Beyond that, the frame seems to be stuck. 

I'd like to share this with our Support Engineers to get some further insight on why this is happening. As soon as they've tested your file, they'll reach out to you via email. Keep an eye out for an email from our team!

Brad King

Hi Alyssa,

Is there an update on this issue that Erika had?  I am having the same issues with SL360 that seemed to have just happened after the latest update, v3.24.17733.0.

I imported a video and attempting to use the timeline to set cue points and place elements (text, images) over the video.   Typically, a frame of the video would display of where the play head is located in the timeline.  This would help by making it easy to align elements with the video.  I am just noticing that no matter where the play head is on the timeline, the video frame preview  is always the first frame and it does not update with the play head location.


- I confirmed this does not work with older files that DID work before.
- I restarted 360 and I am working on project files locally.
- There are no elements in the timeline on top of the video that would cover the entire video.



Alyssa Gomez

Hey Brad,

Thanks so much for bringing this up – I'm seeing the same problem in the latest update of Storyline 360. When moving the playhead, the video doesn't display the correct frame. Instead it displays the first frame of the video.

I'm really sorry you ran into this issue. I'm going to share this with my team so we can begin investigating this behavior. I'll keep you posted on what I find out!

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