We've just published a course and have it available on a web site. Most everyone can hear the sound just fine, but one person cannot. Where do I begin helping him troubleshoot the problem? He says he has sound for other applications, but not for the Storyline course. I'd appreciate any ideas as quickly as possible because this person needs to review this course today.
More information - the person who cannot get sound is running Windows XP Pro, version 11.4.402.265 of Flash, and has tried running the module on Chrome and IE8.
Ask them if they have their sound turned up, check if they have a soundcard in their PC. Are the speakers unplugged. Do they have the system volume turned down. If its works on other machines it is something on that machine
First, I know this may seem like an obvious option, make sure the person attempting to play the file doesn't have the sound muted on the presentation. I know it seems simple, but it could be the case.
I was reading through your post and noticed that the person unable to hear the audio isn't using the most recent version of Flash. The most recent version is 11.4.402.287. I'm not sure if updating to the most recent version will resolve this issue, but it's one step they could take in a process of elimination.
To download the most recent version, you can send them here.
Also, you may want to see if they are able to hear audio from other Flash files.
I did read an article where some users experienced sound issues with 11.3, but I'm not sure if this was also an issue in 11.4. There's an article from Adobe here.
Since this is happening in multiple browsers, it could be a few things. One possibility is that it's an issue with their current installation of Flash. If the other person is not able to hear audio in any Flash files, even after attempting to update, they can try to uninstall and reinstall Flash. There's a guide to uninstalling here. To install again, direct them to the download page again, here.
Hopefully this resolves the issue. If not, I'll certainly try to help find additional information!
Thanks for the suggestions. He says that he hears audio fine with other applications. We also sent him the Flash test to make sure it's working properly on his machine ... and it is. So we're really scratching our heads on this one! I'll suggest that he update Flash anyway. Any other ideas?
If the file plays in flash as a stand alone file, it may have something to do with one/both of the browsers he's using or Flash's interaction with the browsers.The uninstall/reinstall I mentioned may help with this.
Another step would be to check the browser versions. I'm not very experienced with IE8, and I'm running on Win 7, so I'm not able to see the latest version of IE 8.
The latest Chrome version is Version 22.0.1229.94 m - he can check this by going to "About Google Chrome" in the main menu.
Another suggestion would be to try Mozilla Firefox, which can be downloaded here.
Thanks. I'll make sure he tries the uninstall/reinstall suggestion. He works for a large company that has tight controls over what he can do on his computer ... so we'll see ...
One more thought--is he using a regular PC/laptop/tablet or a network PC? We've seen things like this sometimes with folks using network PCs (what we used to call in the old days "dumb terminals").
i have just experienced similar issues... as below
i have started using storyline. the logic of software is good, and requires re-learning.
ok
in publishing to storyline to web, i have recently experienced the issue that the content plays nicely in IE (for pc user) and safari (for mac user), but intermittently in firefox.
i do not know if audio plays through in ipad or iphone.
understanding that browsers can be difficult for one size fits all, please advise
Are you able to share a link to the content, so I can test it in Firefox on my end? Also, if you are able to share a link to the content, please let me know what sections of the course experience issues.
If you're unable to share a link, you're more than welcome to post the .STORY file here and I can test it as well.
nice i appreciate the follow up....i am uncerain how to do the blogs, forums, etc....
well after struggling with the issue for A LONG time, a good night sleep, and a re-look, i realized i had mistakenly accessed the content using story_html5.player rather than story.html
using the correct link, works perfect..... if ok to ask another question, ..... i dont seem to be able to utilize gestures when i access the content on cell phone, tablet, etc. i published as fill browser in player controls thanks in advance m
That's great news! I'm happy to were able to find the source of the problem and I'm glad you were able to get it working.
For your other question:
There are certain limitations and restrictions for some devices. You may want to take a look at this comparison chart for the different output types and what features are supported by each type. The best way, for the most supported features, to view your content from a mobile device is to use the Articulate Mobile Player app for the iPad.
If you take a look at that chart, you may be able to find whether or not the feature you're trying to use will be supported on the iPad. Currently, phones (such as Androids, etc.) are not supported devices for mobile content. However, some of our community members have been able to successfully run courses from some of these devices. You may want to take a look around the forums and familiarize yourself with them, I'm sure you'll be able to find some pretty informative conversations on the topic.
In the meantime, if you have any questions, please just let me know.
Let me introduce myself. I am Saavan working with education based company.
We have lots of online courses which is developed using Articulate storyline. We used to get same audio complaints as Kathy mentioned above from few customers who using LAPTOP. Still i we reeving this type of issue and we unable to support them.
Everything working fine on their machine except audio which is in articulate storyline published version.
Tested on All latest browser
Tested on latest flash version
not working on both windows (Xp and 7) and mac.
Here most of the user facing this issue using Laptop.
When i did a research on this one of the blog mentioned this is because of flash player security setting blocking audio or the code which executing this. But when i tested this on my and friends laptop its working fine.
Can anyone identify this issue. It will be great help us to give answer for our customers.
You mentioned you were able to get it to work for you and your friend, but that another user couldn't get it to work under any of the conditions shared by Christine, and experienced the problem in all web browsers and Windows and Mac machines. It definitely seems unusual that they're unable to hear the audio under any conditions but that you're not able to replicate the problem. As Phil mentioned at the very top - you'll want to check all the machine specific items (sound card, mute button, speakers plugged in, etc.)
16 Replies
More information - the person who cannot get sound is running Windows XP Pro, version 11.4.402.265 of Flash, and has tried running the module on Chrome and IE8.
Hi Kathy
I am not being silly here!
Ask them if they have their sound turned up, check if they have a soundcard in their PC. Are the speakers unplugged. Do they have the system volume turned down. If its works on other machines it is something on that machine
Phil
Hi Kathy!
First, I know this may seem like an obvious option, make sure the person attempting to play the file doesn't have the sound muted on the presentation. I know it seems simple, but it could be the case.
I was reading through your post and noticed that the person unable to hear the audio isn't using the most recent version of Flash. The most recent version is 11.4.402.287. I'm not sure if updating to the most recent version will resolve this issue, but it's one step they could take in a process of elimination.
To download the most recent version, you can send them here.
Also, you may want to see if they are able to hear audio from other Flash files.
I did read an article where some users experienced sound issues with 11.3, but I'm not sure if this was also an issue in 11.4. There's an article from Adobe here.
Since this is happening in multiple browsers, it could be a few things. One possibility is that it's an issue with their current installation of Flash. If the other person is not able to hear audio in any Flash files, even after attempting to update, they can try to uninstall and reinstall Flash. There's a guide to uninstalling here. To install again, direct them to the download page again, here.
Hopefully this resolves the issue. If not, I'll certainly try to help find additional information!
Have a great day,
Christine
Thanks for the suggestions. He says that he hears audio fine with other applications. We also sent him the Flash test to make sure it's working properly on his machine ... and it is. So we're really scratching our heads on this one! I'll suggest that he update Flash anyway. Any other ideas?
If the file plays in flash as a stand alone file, it may have something to do with one/both of the browsers he's using or Flash's interaction with the browsers.The uninstall/reinstall I mentioned may help with this.
Another step would be to check the browser versions. I'm not very experienced with IE8, and I'm running on Win 7, so I'm not able to see the latest version of IE 8.
The latest Chrome version is Version 22.0.1229.94 m - he can check this by going to "About Google Chrome" in the main menu.
Another suggestion would be to try Mozilla Firefox, which can be downloaded here.
Thanks. I'll make sure he tries the uninstall/reinstall suggestion. He works for a large company that has tight controls over what he can do on his computer ... so we'll see ...
Hopefully it'll help!
Since he's working in an environment where his functionality is limited, is there any way he has access to another computer?
Thanks,
Christine
I'll ask him. I've also asked him to forward the course link to others to see if it works for them. He's going to do that.
Thanks!
One more thought--is he using a regular PC/laptop/tablet or a network PC? We've seen things like this sometimes with folks using network PCs (what we used to call in the old days "dumb terminals").
I've sent him your question. Thanks!
i have just experienced similar issues... as below
i have started using storyline. the logic of software is good, and requires re-learning.
ok
in publishing to storyline to web, i have recently experienced the issue that the content plays nicely in IE (for pc user) and safari (for mac user), but intermittently in firefox.
i do not know if audio plays through in ipad or iphone.
understanding that browsers can be difficult for one size fits all, please advise
thanks
Max
Hi Max. Welcome to the community!
Are you able to share a link to the content, so I can test it in Firefox on my end? Also, if you are able to share a link to the content, please let me know what sections of the course experience issues.
If you're unable to share a link, you're more than welcome to post the .STORY file here and I can test it as well.
Thanks!
Christine
nice
i appreciate the follow up....i am uncerain how to do the blogs, forums, etc....
well after struggling with the issue for A LONG time, a good night sleep, and a re-look, i realized i had mistakenly accessed the content using
story_html5.player
rather than
story.html
using the correct link, works perfect.....
if ok to ask another question, .....
i dont seem to be able to utilize gestures when i access the content on cell phone, tablet, etc. i published as fill browser in player controls
thanks in advance
m
Good morning Max,
That's great news! I'm happy to were able to find the source of the problem and I'm glad you were able to get it working.
For your other question:
There are certain limitations and restrictions for some devices. You may want to take a look at this comparison chart for the different output types and what features are supported by each type. The best way, for the most supported features, to view your content from a mobile device is to use the Articulate Mobile Player app for the iPad.
If you take a look at that chart, you may be able to find whether or not the feature you're trying to use will be supported on the iPad. Currently, phones (such as Androids, etc.) are not supported devices for mobile content. However, some of our community members have been able to successfully run courses from some of these devices. You may want to take a look around the forums and familiarize yourself with them, I'm sure you'll be able to find some pretty informative conversations on the topic.
In the meantime, if you have any questions, please just let me know.
Thanks!
Christine
Hi everyone here,
Let me introduce myself. I am Saavan working with education based company.
We have lots of online courses which is developed using Articulate storyline. We used to get same audio complaints as Kathy mentioned above from few customers who using LAPTOP. Still i we reeving this type of issue and we unable to support them.
Everything working fine on their machine except audio which is in articulate storyline published version.
Tested on All latest browser
Tested on latest flash version
not working on both windows (Xp and 7) and mac.
Here most of the user facing this issue using Laptop.
When i did a research on this one of the blog mentioned this is because of flash player security setting blocking audio or the code which executing this. But when i tested this on my and friends laptop its working fine.
Can anyone identify this issue. It will be great help us to give answer for our customers.
Thanks
Saavan
Hi Saavan and welcome to E-Learning Heroes,
You mentioned you were able to get it to work for you and your friend, but that another user couldn't get it to work under any of the conditions shared by Christine, and experienced the problem in all web browsers and Windows and Mac machines. It definitely seems unusual that they're unable to hear the audio under any conditions but that you're not able to replicate the problem. As Phil mentioned at the very top - you'll want to check all the machine specific items (sound card, mute button, speakers plugged in, etc.)
This discussion is closed. You can start a new discussion or contact Articulate Support.