Problems with articulate player

Hi, Vassiliki -- It would be helpful if you were able to share your file here in the thread so that we are able to do some testing on your course using various devices and browsers. Please use the ADD ATTACHMENT button in the bottom of the reply box to upload your file, and we'll gladly take a look! 

Dear Christie, many thanks for your reply. I attach here the file - it is 4 slides. In android, the video in each screen holds the last frame of the video in the previous screen (this problem does not appear in ipad). Each video lasts for 40 second - when the video finishes the user can move to the next slide. There is a clock on top that starts the video. Many thanks again.

Thanks for providing your file, Vassiliki! I will test it in variety of ways first thing in the morning, and get back to you as soon as possible with my findings. In the meantime, perhaps others in the community will be able to take a look and let you know what results they see, as well. 

Many thanks. I also noticed that the layers do not work well. In each slide when the user clicks on the clock the timeline must be paused in the main layer (and the video must stop playing). This does not work in android. It does work in ipad. Thanks again.

Following my previous message, there is a clock that pauses the main layer. Users can use it to pause and start the main layer (and the video that is in the main layer) as many times as they like. In another testing I noticed that this works well the first time it is used only. If the user starts again the video and then pauses it for second (third, fourth etc) time the video does not pause. The problem is only in android. Many thanks again.

Hi, Vassiliki -- Please accept my sincere apologies for the delay in response, as I was out of the office unexpectedly on Friday last week. I will test your file today, and will let you know what results I find as soon as possible. Your patience is appreciated! :)

Many thanks for letting me know - very kind. I installed the latest version of storyline 2, I un-installed  and re-installed the player... still the same problems.

Hi, Vassiliki -- Again, thanks for your patience while I tested your file, and for letting me know the troubleshooting steps you have tried. I was able to see the noticeable color difference in the background on my iPad Air 2 and on my HTC Nexus 9 Android (it appeared to be more green than the light yellow seen when viewed in IE11 on my Windows 7 VM). And I also noticed the loading issue you mentioned, however, I felt that it was pretty evident on both iPad and Android, rather than just Android.

I would like our Support Engineers to take a closer look at these issues for you. I will go ahead and create/submit a support ticket on your behalf, and you will be reached via the email address we have on file for you after your case has been reviewed. 

Dear Christie, many thanks for your reply. I tested the program in an old ipad2 and it was working. Now, with your message, I worry even more on how useful storyline can be for me (after 2 years I work with it and all the money and the effort I have put there). It cannot be that it does not handle 5 videos of 40 seconds each.  If it helps, I created the videos using a program called 'videoscribe', they are .mp4 format and I cropped them using storyline facilities. 

Looking forward for a solution.

Hi, Vassiliki -- Thanks so much for your reply and for the additional information. I see that you are working with Support Engineer Robert on your case (00665158), and I will continue to follow along with his progress and share updates here in the thread for others who may benefit. 

Many thanks! I do appreciate this. I'm looking forward for a solution.

Certainly, Vassiliki! :)

Hi,

I received the following email from Robert de la Cuesta:

" Hi Vassiliki,

We have reviewed your project file and we were able to duplicate your issue on a new project. I have submitted your case to our Quality Assurance team for their review. Unfortunately I was unable to determine a workaround. I cannot offer a time frame for when or if this issue will be resolved.

Just reply to this email if you have any question.

Regards,

Robert de la Cuesta
Customer Support Engineer
Articulate Support - http://www.articulate.com/support/

"

I understand that this means that it is possible that this issue might not be resolved. I'm socked that such a small, basic project with just 3 slides cannot be handled by a software that costs 1,300$. Do you have any suggestion?

Regards,

Vassiliki Bouki

Hi, Vassiliki -- Thank you for your response and I'm sorry that I do not have any additional suggestions at this time. I will definitely be keeping an eye on the case and will update here in the thread with any additional information or news I receive. Your input and patience are appreciated. 

Hi Christie,

Today I received the following email from 'storyline support':

"

Hi Vassiliki,

I apologize for the inconvenience however we really cannot offer a time frame for when or if this issue will be resolved. The issue has been submitted to Quality Assurance for their appropriate action.

If the issue with video behavior during change of slide and the background color is something cannot be resolved by a redesign and you are pressed in time then you may go with any alternative you have.

Just reply to this email if you have any question.

Regards

"

I use storyline for 3 years now. I presume that the above means that I have to move on to a different software that can handle two very basic videos. Storyline 2 that come out last year was advertised as a version that can export in android devices. I'm afraid that this is partially true. After a year that stoyline 2 is out, the player for android cannot handle video. No surprise that the app for the player has got some extremely bad comments online. I'm really sorry I have to report to my University that this is not the product we were looking for - especially because I was the first one who introduced it in our research team and was enthusiastic about it.

Thanks for you previous answers.

Vassiliki

Hi Vassiliki,

Thanks for sharing a copy of the email here - and I'm sorry to hear that you'll have to stop using Storyline in association with this project. It seems that the issue reported to our QA team in regards to your videos is that the first frame of the video reappears when the user clicks the next button to continue onto another slide. I do see that Robert has passed this along to our team and once we do have information to share we'll post in this thread and respond as a part of your case. 

If there is anything else we can assist with please feel free to let us know through the forums or a case. 

Hi,

The biggest help you could offer me is to let me know, at least, by when you could say that the problem can or cannot be resolved. I have asked for how long I have to wait (e.g. 3 weeks, 4 weeks, 5 weeks?) before I decide that I should forget all the effort and money and work I spent on Storyline the last 3 years. Unfortunately Robert's email was not helpful at all. I expected something like 'if you do not hear from us within the next X weeks it seems that the problem cannot be resolved so, look for alternative solutions'. Instead he wrote to me to move with any alternative I have now. I did not expect this kind of service. I do not ask when the problem will have been resolved but when you'll know if it can be resolved. Having a video in a slide is a very basic feature - not something so exceptional.

Regards,

Vassiliki

Greetings, Vassiliki.

When we take time to prioritize specific software defects, our Support and Quality Assurance teams must evaluate both breadth and depth of impact:

• Breadth:  How many customers have reported that they are impacted by the problem?
• Depth:  How severe is the problem?  Are course authors completely unable to use Storyline to build content?  Are learners entirely unable to view content?  Is content crashing the browser?  Are improper results being reported to the Learning Management System?

While the defects you've reported certainly contribute to a sub-optimal viewing experience on Android devices, my personal guess is that based on their breadth and depth of impact, they would not currently be considered high-priority software defects.  This doesn't mean that the problems won't be fixed, and it doesn't mean that the priority cannot change if (and when) additional customers report that they are impacted.  What this does mean is that for the foreseeable future, the defects you have reported may not make it to the top of our list.

I'm really sorry for the trouble, but to reiterate what Christie, Emily, and Robert have said to date, we don't currently know when or if these issues will be resolved.  We also can't promise a date by which we'll have more information for you, but we will certainly keep this thread updated with any developments.

Please let us know if you need anything else, and have a great day!

Thanks for your reply. I do understand what you say and I'm really sorry you do not seem to appreciate what I say. Having a video in a slide is a very basic feature you advertise in all versions (1 and 2); being able to watch storyline file in android devices is a feature of storyline 2. I bought storyline 1 and later storyline 2 for the features you offer. Unfortunately the video does not work. Apparently, your statements in your site and the features you advertise for your program are not 100% accurate. I'll be happy if you apologise not for the video that does not work but because your advertisement / statement in your site (that I can import video and watch it in android) is not accurate. Furthermore please add in your site that 'there are known problems with video playing in android devices'. 

Have a great day!