Sound Issues

Feb 25, 2013

Hi -- I recently published a course to our website and on beta testing had no issues with users hearing the narration upon viewing.   We are now receiving reports of the sound not being heard by several folks even with all system volumes set to max.   I have been able to replicate the issue on at least one computer (system and browser sound set to max), though it is not occurring on every computer. 

Any thoughts or suggestions? 


22 Replies
Peter Anderson

Thanks for the link, Kirk. I'm hearing the audio fine on my end (at least as far as I know). Were there specific slides within the course that I should be looking for that experienced the loss of audio? 

I'm also curious if you've had a chance to try re-publishing the course? 

Thanks for any additional info you can give me

Kirk Huslage

The sound did not play for me or the user on any slide.  The course ran fine during the beta test, so this is the first issue we have had reported related to sound.   I uploaded the file to see if you notice any issues.   This is the first course that we have published and developed, so we might have screwed it up along the way. 



Christine Hendrickson

Hi Birdie,

You mentioned that the files are all located in the same folder, but are the files all local? Please try to make sure you're importing and editing only local files. 

Work on your local drive (your C: drive). Working on a network drive or a USB drive can cause erratic behavior, including file corruption, loss of audio, and other unexpected behavior. You should also make sure the directory path to your project files and your published output is less than 260 characters (for example C:\Articulate). Avoid using special characters, accents or symbols in your file names. Additional information regarding "Naming Files, Paths, and Namespaces" in Windows operating systems can be found in the following Microsoft article.

If the files are all local, please create a new, blank Storyline course. Try to import the Presenter slides into this new course and let me know if the same problem occurs with the audio.


Christine Hendrickson

Good morning Birdie. I hope you have a great weekend

Thanks very much for the additional information. If the audio files aren't working properly in a new course, it may be an issue with the audio files themselves. However, without seeing them, it's difficult to say.

Are you able to send your project's .STORY file to us, so we can take a closer look at what's happening, please?

You'll be able to attach the .STORY file on the second page of the following form:

Articulate Support - Submit a Support Case

Please be sure to include a description of your issue. Please also include the URL for this thread in the form. Also, please share the case number with me. You're welcome to do so here, or in a private message. This way I can follow the progress of the case and update this thread.

Thanks, Birdie!

Rob Verzera

I'm not sure if I can share it due to the nature of the course.  I need to check w/ my client.

Also - I may have misspoken, let me qualify the above statement by saying that this issue is limited to courses that are run on an Ipad.

The PC version of the course runs fine.

We have seen the same sound issues on the ipad.  Some slides will play audio fine, others will not.

Peter Anderson

Hi Rob,

Thanks for the clarification. There could be a number of reasons for the audio not working on an iPad. I assume you're talking about the HTML 5 version in mobile Safari, rather than content played through the Articulate Mobile Player app, correct? 

Here's one possible reason. You'll also want to be sure that you've disabled Private Browsing

Beyond that, we'd really need to see your project file, or at least know a little more about the specifics of the issues you're having. If you'd like to send us your file, we're happy to sign a non-disclosure agreement, and all submissions are kept strictly confidential. 

Thanks, Rob!

Sam Carter

Rob Verzera said:

Also - I may have misspoken, let me qualify the above statement by saying that this issue is limited to courses that are run on an Ipad.

Rob, are you aware that you MUST avoid automatic slide transitions on the iPad?  If your desktop / Flash version does automatic transitions, you'll need to disable automatic and select manual transition.  

Without the learner interaction, Safari suppresses media (like audio), but it will occasionally play anyway.  This might give you the impression that it is playing correctly on some slides but breaking on others.

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