Problems with Video Playing within published Storyline

Hi,

I just launched a course that is mandatory for all 60,000 employees in my company. It contains a video inside of it which the people in my group are able to view no problem. We are getting calls that others are able to access the course, view the slides prior the video slide, and then the video slide shows the playback controls of the video but the video does not play and the time doesn't start. Does anyone know any reasons for this happening? Are there certain specifications people must have to view videos inside courses? These people are also on company-issued computers with all the same applications downloaded. 

Help please!

Thanks!

14 Replies
Ashley Terwilliger-Pollard

Hi Jordyn,

Have you been able to determine a pattern among the 10-15% of employees who are unable to view it such as:

- does it happen every time they try to view it? 

- in a particular web browser?

- have they tried it on someone else's computer (while logged into the LMS as them self)? 

Another option, would be to test it in SCORM Cloud and send that published version to anyone who had a problem with the video, and see if that version works for them.  If you'd like to send it to us here our Support team will be happy to test it and see if we can find a common denominator, but you may also want to connect with your LMS administrator to see if something is happening on that end as well. 

Jordyn Matusevich

Hi Ashley,

I uploaded to the scorm cloud. What does it tell us if I send it to someone who the course wasn't working for and it then works for them, or doesn't? Just trying to figure out what that would tell us. I'm afraid if I submit a case to support they will just tell me that they can't replicate the issue and therefore can't help....

The issue is getting bigger and bigger!

Thanks!  

Ashley Terwilliger-Pollard

Hi Jordyn,

If one of the users who previously couldn't see the video can see it while loaded into SCORM Cloud, it lets you know that there was something happening within your LMS that was preventing the video from playing. If they're still unable to play it (but others are still accessing it fine) it'll point you in the direction of some of their browser settings and ensuring that everything is up to date to play the videos. 

If you're able to submit it to Support, they can help you in testing it out on a variety of browsers and see if the issue is replicated outside of your system. The more information about where it works and where it doesn't work, the better chance we have of figuring out a solution for you.

Ashley Terwilliger-Pollard

It just doesn't end for you, does it? I think at this point since a number of things are occurring it's best to submit a Support case so that our team can take a look at your exact files and what has worked and what hasn't. There will be a space to reference this thread on the second page so that you'll be able to let them know what you already tried. Once you submit a case, let me know and I'll follow along too. Also, since the video worked in SCORM Cloud, you may want to reach out to your LMS administrators at the same time and see if they have any ideas about why the video is not working on their end. 

Jordyn Matusevich

We've been in constant contact with our LMS providers and they can't seem to find the issue. Created a support case yesterday - and shocking! - they cannot replicate the issue. :(  It's case #00351844.  Then I tried their version of my course on the SCORM cloud and the button did not appear. Can you check out the case number as well?

Thanks!

Ashley Terwilliger-Pollard

Thanks Jordyn for sharing the case number. I see that Jayem has been in touch with you and is doing more testing with your file as it seems you still couldn't see the next button when he published in SCORM Cloud. I tested your file as well in SCORM Cloud, and the next button appeared for me after the video -  I'll continue to follow along.

Ashley Terwilliger-Pollard

Hi Jordyn,

I see that Jayem was able to isolate the problem, as your video and slide were not synchronized, and therefore using the seekbar to reach the end of the video didn't allow you to see the Next button until the whole video played. To solve this, he suggests making the Next button's initial state to hidden then create a trigger to change the state to normal once the video is completed.  Hope that help!