Storyline 3 - Issues with courses

Hi Anna Maria,

Sorry to hear you're running into some issues displaying your courses! When you ask about installing updates, what software are you referring to? Storyline 3 can only be updated by downloading the latest version, so you will never be forced to update.

In regards to your second question:

• Have you tried other browsers to see if the behavior is the same?
• How are you hosting the course? Through the web or to an LMS?

If you'd like some tailored help on these issues, feel free to connect with one of our support engineers, and they'd be happy to take a look at your setup!

Hi,

The last version we installed is the one released in September 2019 (Build 3.7.20003.0).

Now we will try to install the last December release.

Videos which have the issue and stop working do it in Chrome, and only with certain courses.

Our editorial staff does not create a new project each time, but uses a basic model where they replace the various videos and questions.
Does the story internally keep data from previous content?

The courses are published as SCORM 2004 and are used in our custom LMS.

Hi Anna Maria!

After looking around, Windows 10  Pro N comes without the media player which is different from Windows 10. We currently only support Windows 10 (32-bit or 64-bit). In that case, you would need to install the additional package to use Storyline 3 or potentially switch to Windows 10.

If you're noticing videos not playing correctly in Chrome, I would look into the format of the videos. We support FLV, mp4, and SWF media files in Storyline 3.

Another area to look into is Chrome's browser settings. You can also look at the required browser settings here.

I'm happy to take a look at your file to see what is causing this snag! You can share the file with us by using the "add attachment" button in this discussion.

Hi Anna Maria, 

Your mention of Windows 10 Pro N caused quite the discussion within our team today - it's not a common Windows version we've heard of before!

I'd love to have you work one-on-one with our Support engineers so that we can dig into that Windows version and settings further, so if you'd like to connect with our team using the link here that'll be the best way to get started! 

Let us know if you have any other questions!

Hi Lauren,

The format of our videos is mp4.

I am attaching the storyline file. The first video is blocked at minute 24.45.

Thank you.

Hi Anna Maria!

Thank you for attaching the .story file! I went ahead and published the file to see why the video would stop at 24.45. Oddly enough, the video never stopped! It just played straight through. 

One error that could cause this is if the browser or computer is timing out. For example, if the cursor doesn't move for 25 minutes then the computer automatically goes to sleep. 

If you don't have any setting in place that would cause this, then it would be the perfect time for our Support Engineers to step in! Use this link to start a case so our team can begin troubleshooting.

Hi Lauren, 

I made further checks and it seems that the problem is encoding the video.
Since if we put the video created by our technician this does not stop.

I send you the 2 files, could it depend on the PC where the publication is made?

our video renamed
https://directiofadstorage.blob.core.windows.net/716cfef1-cb8f-4d84-a6d0-f41b1b331968/720511cd-eba2-4ecb-89ff-9dd906fe2ce9/Appalti_Directio_ter/story_content/video_63bzi6rGLX5_22_64_1010x342.mp4

storyline encoding, the video freezes with chrome at 24:45 minutes
https://directiofadstorage.blob.core.windows.net/716cfef1-cb8f-4d84-a6d0-f41b1b331968/720511cd-eba2-4ecb-89ff-9dd906fe2ce9/Appalti_Directio_ter/story_content/video_63bzi6rGLX5_22_64_1010x342_old.mp4

Thank you.

Hi Anna Maria!

I'm glad you found the error! Thanks for sharing those links as well. I see exactly what you're seeing; video freezes when encoding. 

I found a similar discussion that might help clarify more solutions! 

Good morning,

Thanks for the reply.
We tried to create the videos with the tool recommended in the post but the videos lose a lot of quality and are still re-encoded by Storyline.

I send you the settings that we have set when creating the videos and those used in Storyline for the publication.

Our videos are exported with the following parameters:
Video parameters: H264, 1010 x 342, 25 fps, Progressive, Bitrate 0,80 Mbps, key distance 75
Audio parameters: AAC, 96 kbps, 44 KHz, Mono.

The Storyline 3 settings we use are these:

I tried to change the video quality to 6 and the audio bitrate to 80 kbps and re-export is the video has never stopped.

Are there any guidelines for setting these parameters?
We would like to set it optimally to prevent the problem.

Hi Anna Maria!

We do have best practices for high-quality videos! You can find the support article here.

One thing to remember is that higher quality values also result in larger file sizes, which could mean longer download times for learners with slow internet connections. 

Good morning,

months later, the problem of video freezing came up again.

May you help us? I have also sent the report to your technical support.

Thanks for contacting the support team, Anna Maria. I can see that Johnrey is already taking a look and you should be hearing from them soon :)