no sound on mobile devices

Hi Laurie! 

Is the sound on for the mobile device? Not in silent/vibrate mode?

If you can share your .story file for us to take a look, that'd be great.

Hahaha! That was also the first thing I checked. Yes sound was on in the mobile device and the volume slider was at the top in the lesson.

Here is a link to one that does not work:

https://www.hpn.com/media/elearning/distracted_driving/story.html

I mean, I hate to ask that, but you never know :)

The volume works great for me in your published file. I tested on both an iPad and Samsung device.

What about the course volume by your seekbar? Did you check that?

I did check the volume slider on the player seekbar.  I have it up on my iphone and ipad right now and neither one plays the sound.

So you are viewing in mobile Safari, volume via seekbar is up, iPhone/iPad is not in vibrate/silent mode, and volume on the actual device is turned up?

Is there a particular slide that you are having difficulty with? Once I heard sound, I assumed that all was well.

What iOS are you currently running on your devices? I may need you to work with support to see if we can replicate in a similar environment.

iOS 9.2 on my iPhone

9.1 on my iPad

could you please try this one?

https://www.hpn.com/media/elearning/FAI-S7%20Compounding/story.html

Works on both my iPhone and iPad as well.

I am a bit baffled by this, but will ask someone else here on my team to try this from their devices.  Thank you so much for your help!

Hi Laurie! You have my interest as well. Just following up. Were you able to test on some other devices?

Hi Laurie and Leslie,

We are experiencing this same baffling issue! We have modules created in Storyline 2, all since the September update that resolved the iOS 9.2 issues. 

The sound plays fine everywhere we've tested, including on iPads running iOS 9.2 and on Mac computers, EXCEPT on iPhones running iOS 9.2. On them, we have to repeatedly toggle pause/play/pause/play and after doing that a few times the sound comes on. 

The volume is turned on and turned up. We've looked at any other settings we can think of. One of our developers came across this note online and we tried and ruled out this cause as well: 

It would appear that different iOS’s change the functionality of the “ringer button” on the iPad. Essentially my ringer “swipe” (not volume buttons) is always set to off to avoid the noises of the click strokes – when I tried to view our historic courses using older Storyline versions this wasn’t a problem, BUT a newer iOS + new Storyline Version + silent ringer button gave sporadic results with testing of our lessons.
With iOS 8.3 and upwards I just need to ensure that our students keep their ringer buttons turned on

We have tried on three iPhones and encountered the problem on two of them -- on the third, the tester said it was fine. They were all running iOS 9.2. 

Any other ideas would be much appreciated -- we are delivering a lengthy course that we said would work on mobile devices and an awful lot of people use iPhones! The modules are in HTML5 and are posted on a website, not playing within the Storyline app.