Storyline 2 - Pause and Resume = Audio and Video out of sync

We have created several e-learnings in storyline 2, however when the video is paused and then you click play to continue, the audio restarts but the video and shapes / highlight boxes continue from where they left off. (see attached video (20171122_114682.mp4)

The audio and video are not separate files and both one file which was created in replay.

The version of chrome that is being used is: Version 62.0.3202.94 (Official Build) (64-bit) - however this is apparent on multiple versions.

However this works on some peoples devices but not others so the issue is inconsistent. We have had multiple reports of this now from inside of the business, but also our external partners that use our learning and this is now at the point where it is causing huge problems.

Kind regards,

7 Replies
Ali Goulet

Hey Nige!

I'm sorry your learners are running into that issue. I know it must be frustrating, especially with it being so inconsistent. Really appreciate you letting us know and including that screen recording here, super helpful.

Would you mind also sharing your unpublished .story file so I can do some testing? You can add it as an attachment right to a comment in this thread.

Just to verify for testing purposes- it looks like you're hosting the content on Articulate Online, is that correct?

Also, it looks like you're viewing the HTML5 output- does the same thing happen when viewing the Flash version?

Let me know and I'm happy to dig in further!

Nige Lowe

Hi,

I have attached the .story file as requested.

Correct, we are using articulate online and Im not sure regarding HTML, I will have to test this. However, flash is a problem for us as these are designed to also run on tablets which a large enough proportion of our partners utilise.

Thanks for your help.

Nige

Ali Goulet

Hey Nige!

Thanks so much for sharing your file and allowing me to take a look. It looks like you were also working with my colleague Ryan in a support case and that he's logged this issue as a possible software bug for Storyline 2 HTML5 output. 

The current workaround he suggested is removing the seekbar and covering the video to prevent the users from pausing and resuming the video. 

I'm sorry this has been slowing you down. I've added this discussion to the report as well, and you'll be notified right away of any news regarding this. Here's a look into how we tackle bugs

Thanks again for reporting this to us. 

Nige Lowe

Hi,

Unfortunately the current suggested workaround isn't going to work for us due to the nature of how our users will be utilising the e-learning. It will require them to both click on external links and view other resources, hence having to pause the video, and also stopping the video so that they can follow the previous steps which the video has just shown on a live system. Therefore the ability to pause and resume is essential, and we have invested months of development time into building lots and lots of these modules for our customers, which are now not fit for purpose.

Kind regards,

Nige

Ashley Terwilliger

Hi Graham,

Are you also using Storyline 2? This is still an issue in the hands of our Product team, so I don't have any additional information to share at this time.

We'll keep you posted here if that changes. 

If you're using a new version of Storyline or running into a slightly different issue than the one described here where a play media trigger causes paused video to restart instead of resuming video while viewing in iPad Safari, please let me know. I'd want to take a look at your file and do a bit more testing!