"Play media" trigger not working properly on the second visit

Hi Cynthia

are you running the latest version of flash if you think the issue might be with the flash version? Are you testing in the environment your users will see it or are you testing it locally (that can sometimes cause issues).

Happy to take a look if you want to share the slide.

Hi Wendy,

We are testing it online yes, not locally. The problem happens on every computer I tested it and on our client side. 

The video won't start from the beginning the second time (or third, etc) we click on the button with the Play Media trigger.

I'm attaching to this message 1 slide of my project where the trigger doesn't work properly.

Thank you.

Hi Cynthia

I've published and uploaded your file to Articulate tempshare and I'm not seeing a 'play media' button other than the ones directly on each video clip.  With the small videos I can replay them as many times as I want - so not sure of the issue or perhaps I misundertand you. 

Here is the link to the uploaded file on Tempshare so you can test 

Hey Wendy!

The play button is always the same and reappears at the end of the video.

When you reclick on it, while the course runs the Flash version, the video doesn't start from the beginning, even in what I see on your link. It "plays" again, but you don't see the full movement.

Per example, the first one on the left, the first time he starts with his arm down, then lift it and then take it down again. But then when the play button reappears, you click on it, and see the arm already lift up... Not the beginning.

Do you see what I see?

Thanks for your help!

Hey Cynthia

here is a Peek video of what I see - maybe I'm not approaching it the same way you are

Hey Wendy, 

Thanks for the video. The difference is that you are running the HTML5 version of the course, which works fine. The problem is with the Flash output. :/

Doh! sorry it's early here in Australia ;-) I see what you mean now - but it only appears to be the second video that is really apparent did you find that?

Well I have a lot of slides like that... So at a lot of places it's pretty obvious and the client already noticed it... So I said we'd be looking for a solution. :( But I'm helpless... 

Hi Cynthia

I would log a support ticket and get the Articulate guys to take a look - perhaps they can suggest something for you.

Hi Wendy, 

I'm not sure how to submit my case for Storyline 2...  The Submit a case button keeps bringing me back to the Articulate 360 page with only the 360 program in the pulldown menu... Does it matter?

Hmmm... not sure why that’s happening. Normally it shows all products so you can choose. Perhaps just state in the title that is SL2

Looks like you got it submitted Cynthia and Eloisa is assisting you :)

Hi everyone!

Finally I found out what was causing the issue. Storyline had problems handling our videos because they didn't have audio (we remove the audio from the file when we encoded them in Media Encoder, because we didn't need it).
As soon as we reencoded our video WITH audio, the videos started working properly when we hit the Play button for a second time. 

Hope it might help someone!

Interesting. Glad you were able to get to the bottom of that Cynthia and thanks for chiming back in with an update.

How bizarre...glad you got it sorted Cynthia and all the best for the holidays :-)

Have a big problem! Need help ASAP - have a whole load of courses all the same built for a client, and they have a screen that uses the 'when media completes' trigger - this has suddenly stopped working!

We delivered 20 courses with it working, and now with the next ones due  it has stopped working! - It does not work in preview mode or in the 360 Review tool!!!!!!! 

Oh no Lizzie,

Does the course work as intended once published in the intended environment. We have an issue reported for the 'when media completes' trigger that is only happening in Preview.

If you need a workaround, the recommendation is to use cuepoints or 'when timeline reaches' instead.

Let me know about the preview vs publish so that I can get this thread added to the report. We are tracking user impact and want to be able to update you here when we can. 

We have a project for a client which is budgeted, we have designed and built the project already, with 20 different versions, these are already signed off with out any issues, we are now working on some localisations, and the issue has only just occured. 

I have to ask are you going to pay us to work the time adjusting multiple courses to work differently because your tool has suddenly stopped working? 

It makes me wonder why we are paying a subscription service.

As it stands we need to deliver to the client for them to review, we have delivered 20 courses in the review tool enabling them to easily comment and spot mistakes, if this is now not working again what are we paying a large subscription fee for?

At the moment we are concerned with the Review tool, we have not got as far as testing a full publish as we have got stuck at this point with the client.

I will update further about the publish, but suggest that a fix is found for the review tool in the mean time.

Hi Lizzie,

I'd love to help, but I'm going to need a bit more information from you. 

It sounds like your courses which are set up with the "when media completes" trigger recently stopped working while viewing them in Review? That is different than what Leslie shared, where the courses weren't playing back in the Storyline Preview correctly only if they had that trigger, and that issue is something were working on a fix for. So let's figure out what you've run into! 

First, can you answer the following questions for me? 

• Are you on the latest update of Storyline 360, ver v3.12.14647.0?
  You can check this by going to the Help tab -> About Articulate Storyline, and you'll see a pop up with the version number in the bottom right corner
• What browser(s) are you viewing the course in? Do you know which version of the browser(s) as well? 
• Are you able to replicate the same behavior your client saw?
• What is the additional action associated with your "when media completes" trigger?
• Can you include the Review Share link here? Also, I'd love to see a copy of your .story file too (You can upload it here using the Add Attachment button) and that way I can take a look at all your triggers and slide elements.

That'll help me dig into what's happening and work to find a resolution for you! 

Storyline: v3.12.14647.0

We have tried in Chrome and IE. versions:

Chrome: Version 63.0.3239.132 (Official Build) (64-bit)

IE: Version 11.192.16299.0 Update version 11.0.50

We have not been able to send this to the client as we have not been able to get this working in the preview and review tools. 

The trigger we are using is 'When media completes show layer xxxxx' where the xxxx's represent the layer name. This is used to create a 'fake' media player, with up to 40 pieces of audio on different layers, all using this trigger.

I can not include the Review share link here as, as I said it is client work. And again I can not share the file with you as it is client work.   

The published versions seem to work fine - so it is just a problem with the review tool and preview tools.

Thanks for those details, Lizzie. The issue you're describing sounds very similar to the bug Ashley mentioned. The only difference is, the bug doesn't happen in Articulate Review.

I understand you'd also rather not share your file, but since it's the best way for us to demonstrate the problem and document a defect, we'd happily accept a .story project shared here privately if you change your mind. You could also create a copy of your file, remove the proprietary information, and send us the copy instead of the original.

Hi Alyssa/Ashley

Thanks for your help on this, we can see that a fix has been made to the review tool and this is now all working, which is great!

Just wondering when the update to Storyline might be available to fix the preview mode?

cheers 

Hi Lizzie,

The Preview issue in Storyline is schedule to be fixed in the next update of Storyline 360 so we'll let you know once that is ready and released.