Slide video playback on iPad after updating to SL Update 3

Hi Josh, 

Are you able to share the .story file with us so we can give it a test? You can either attach it here or send it to us privately and we'll be happy to help. 

Thanks!

Peter,

Thanks for the quick reply. You'll find the .story file attached. Keep in mind that it seems to be an issue with playback on mobile devices, both my android tablet and iPad had issues with the intro slide video. 

I am not sure if I should start a second thread for this or not but after the update I also have issues with this .story file having a delay in it (this happens with our other .story file as well) when playing on a mobile device. So typically when we have narration call out "The Raiser's Edge" (one of our product names) the timeline should show our RE Icon at precisely that moment. The first time you view the slide it is delayed. If I press the restart slide button on the seekbar the video appears to play correctly the second time. Could you perhaps take a look at that as well?

Items of note: The delay and slide video were both issues regardless of where we published and hosted the file. I have tested it on scorm cloud, Articulate Online, and in our Cornerstone Ondemand LMS.

Thanks,

Josh

Thanks for the file, Josh. 

I'm actually getting the same behavior you described when publishing and viewing the HTML5 output on an iPad 2, and I can't find a way around it. At this point, I think it'd be best to go ahead and open a ticket with our support team so they can take a closer look at what's changed. 

Please feel free to leave me your case number so I can follow up with your case manager.

Thanks, Josh, and sorry for the trouble

Peter,

While I am disappointed in the issue, I am glad you could replicate it to prove that I am still sane. I have opened a case with support, hopefully they can make some progress with it. The case number is  00335428. 

Thanks again and have a great weekend.

Josh

Thanks, Josh. We got it, and someone will be contacting you soon. Let's hope it's something with a workaround

Peter,

Support contacted me to confirm they received my case (Friday 5/24) and that someone is on it. When do you think I will hear back with a proposed resolution? Is there a support line I can call to get a status update on my case?

We are at an impasse right now and need to decide what to do before we launch our courses for mobile.

Thanks,

Josh

Sorry for the delay, Josh. 

I just checked on your case and it looks like Miker was able to replicate the issue on his end as well, even though he determined there isn't anything wrong with the actual video. 

We've sent it over to our QA team for further testing, and either Miker or I will contact you as soon as we hear anything back from them.

Peter,

No worries, I realize returning from a long weekend can create something of a to-do pile for support. I just wanted to verify that I had followed the proper channels. I will report back to my team that Articulate has the story file and was able to replicate. All I needed for now was that status update.

I really appreciate your follow up.

Thanks again,

Josh

Thanks, Josh

Hope to have news for you soon. 

So the news I got from support was that they were able to replicate my problem but were unable to resolve the issue and have no timetable for a resolution. 

Is there anywhere I can go from here to escalate the issue? I would assume that other folks are having similar issue (actually I know they are because there is a few other threads about this) and being such a big issue after an update I would hope for a little more from Articulate as it pertains to resolving the matter.

I'd be willing to try anything. I have tested adding a slide (before my video slide) with a "Play" button that appears on the slide after 10 seconds (after reading about how SL progressively loads content I wondered if the item wasn't loading quick enough to play) and if I click play the video appears to play without issue. This isn't a very elegant solution but maybe it can help your team pin down what the deal is.

For the second issue of the projecting audio and timeline images being slightly out of sync (approx 1 sec delay on images appearing) is the bigger issue at this point. Since we have a non-linear course that users can openly navigate around in, the program appears to not preload the slides fast enough. When I hit the "Restart slide" button on the seekbar the slide plays in sync without issue. I can't imagine having to have mobile users refresh every slide. Have you heard of this before? Is there a way to automate or imitate the reload?

Thanks,

Josh

Hi Josh, 

Sorry about the frustration here. 

I'm keeping a close eye on the tracking of this issue, and it appears it may be a limitation of mobile Safari. Your solution of adding a Play button might be the best option at this point, though I agree that's not the most elegant solution. Though, I'm not sure it has as much to do with progressive loading so much as mobile Safari's auto-playing, so you might check to see if it's necessary to have the 10-second delay on your Play button.

As for the audio / image sync issue, please go ahead and continue working with your case manager, Miker, on that. Seems he may have overlooked that particular issue when reviewing the video issue. 

I'll continue posting here with any updates from QA.

Thanks, Josh.