Sound not playing on HTML5 iOS / iPad / iPhone

Hi Dave,

If you're experiencing the same behavior at SCORM Cloud we'll want to take a look at your .story file and confirm you're viewing the HTML5 output in Mobile Safari on your iOS device or Chrome on your desktop. You can attach the .story file here or send along to our team here. 

Hi Ashley,

I've logged a call directly with Articulate and copied across my .story file. It looks like the problem is with version 5: 1505.515 and iOS 8.3 (although I do get intermittent problems with iOS 8.2 as well)

No problems at all running pervious courses published with Storyline version 2.4.1501.717

Hi Dave, 

Do you have a case number that you could share with us here? That way I can follow along and share any updates here as well. 

Hi Ashley,

No problem, it's Case #00591576

Thanks Dave - I'll keep an eye on your case. 

Just checking in and I see that Wilbert is doing some additional testing of your project file. 

Just a quick update.

It *looks* like we’ve got to the bottom of this problem. It would appear that different iOS’s change the functionality of the “ringer button” on the iPad. Essentially my ringer “swipe” (not volume buttons) is always set to off to avoid the noises of the click strokes – when I tried to view our historic courses using older Storyline versions this wasn’t a problem, BUT a newer iOS + new Storyline Version + silent ringer button gave sporadic results with testing of our lessons.

With iOS 8.3 and upwards I just need to ensure that our students keep their ringer buttons turned on

Dave

Thanks Dave for sharing that here - I hadn't noticed it was iOS specific, but always check my "ringer" switch to ensure its on. 

Yep, little bit embarrassing for me Ashley, but if it saves anyone else going through the same its worth publicising ;)

Eh, we all have those moments Dave - no worries. ;-)

Dave my man, that was EXTREMELY helpful!

Glad this older thread was able to assist you Matt :) Thanks for popping in to share.

he sound issue where there is no sound playing at the start of the course is still happening. We are having to fix this by pausing the slide, muting the sounds, playing the slide and re-enabling the sound.

This is happening with iPads.(HTML5 version specially)

Hi Ravindra! I see where you reached out here as well. Feel free to share your .story file if you'd like us to take a look.

Hi Leslie, Thanks for reply, I have raised ticket for this issue, and I got solution from support team, but I am testing it. If any thing required I will inform. 

Thanks for the update.

Hi Dave,

Your thread was really helpful for me even if it sounds simple to turn the ringer on. The problem is fixed on my ipad now, but I still have to look for a similar "ringer function" that is turned off on my old galaxy 2.

I would like to start my courses with a general technical explanation page for my students and I would include these ringer switch issues as well.

Do you have tips for me, Dave, according to this hidden ringer switches on android devices?

Thanks a lot in advance,

Timea

Hi Timea,

You may also want to message Dave directly using the "contact me" button on his profile as he may no longer be subscribed to this forum discussion. 

Feel free to keep us posted here on what you're able to accomplish with the Galaxy 2 as well in case it may help other community members in the future!

Hi Ashley,

Thanks for the suggestion. I have just contacted him.

Is there AN ETA on a fix for this? All other sounds play on a typical website with the ringer disabled, it seems like a poor UI experience not to play sound if they ringer is off.

Hi John and welcome to E-Learning Heroes :)

I think the ringer/mute audio work hand in hand on these devices and the program is respecting this. I have to toggle my iPhone/iPad regularly to get audio to work on videos/audio unless my headphones are plugged in.

With html5 video or audio this is not the case on iOS. If your ringer is
off but volume is up storyline's player doesn't play an audio. If you visit
YouTube you will notice this is not the case and the audio will continue to
play even though the ringer is silenced. I have confirmed html5 audio also
works the same way, ringer is off but it continues to play.

Hi John - I've submitted a feature request to the product development team on your behalf. You can check out the information here regarding how we handle requests as we receive them.

is there any news on whether this update is in the pipeline?

Hi Sam,

Thanks for checking in. There isn't a change to this behavior, and as Leslie mentioned it's something that is based on the iOS device and how that handles the audio based on the ringer/mute switch. 

We'll keep you posted if that changes by sharing an update here!