Storyline 3 Video Preview Issue

Hi Mu,

Thanks for sharing the file - I was able to preview it and hear the audio - I took a quick screen recording of that although it didn't capture the audio. 

Are you only seeing this with this one .story file or video? If you're seeing this on a lot of your courses, could you try repairing Storyline as well? 

Hi!

Question to Mu: have Your computer 2 video cards?

I have the same problem! After "minor laboratory work", I came to the conclusion that it can be a problem with a computer with two video cards. Maybe developers could figure out this issue in more detail? It's OK when the slides is published, but on Storyline 3 preview is only audio without video. In Storyline 2 everything was fine on same computer. I have 2 installations and this issue is only on computer with 2 video cards. I have a last version of SL 3.

Hi Vilnis, 

I'd love to open up a case for you to work with our Support Engineers so they could look at your set up and how these two video cards are impacting Storyline 3.

Would that be alright with you? 

Hi Ashley!

Sorry for the disturbance. I found problem, but not a solution yet. The computer is
HP ZBook 15 G3 Mobile Workstation (W7, HP drivers for this model) in configuration with AMD second video card. Issue appears when use monitors through Thunderbolt dockstation. When work on notebook without external monitors, everything is OK. That's mysterious as the Storyline 2 everything was fine on same computer at same configuration. Your Support Engineers just might be aware that it can be. I am out of office until September. After that, I will look more closely at the configuration of my "workstation system". Thanks for reply.

Hi Vilnis, 

Thanks for the information. I'll share it with our Support Engineers and at least get the case started for you. When you're back from your holiday you can let them know if it's still causing you an issue or if you need any other help!

Keep your eye out for an email from Support@articulate.com! 

Any fix for this. I've been getting the same problem since i upgraded, I have an Hp Zbook 15u G2.  The video drivers are AMD fire Pro M4170 as well as the integrated Intel HD graphics 5500. Seriously annoying as the only way to properly preview the course is to publish and run the Story.html.

Hi Dave, 

We never heard further info Vilnis and I know he mentioned being out of the office till sometime in September - so unfortunately I don't have much more to share. 

If you'd like to connect with our Support team, they'd be happy to take a look! You can connect with them here. 

Hey Dave,

Our IT department has identified this issue as caused by ATI driver. After re-installation of latest ATI driver as well as catalyst software, this issue is no longer exist. Wish this could help you.

Sorry Vilnis I just saw your posting...

Our IT department has identified this issue as caused by ATI driver. After re-installation of latest ATI driver as well as catalyst software, this issue is no longer exist. Wish this could help you.

Hi Guys, the above fixed has worked for me yesterday. the issue seems to only affect integrated AMD graphics cards on Windows. I checked for updates for the driver using the device manager but windows told me it was up to date. It wasn't until i went to the AMD website to download their driver update client that the issue was resolved.

To any one experiencing this issue in the future, all you need to do is obtain the model of your graphics card by going:

Control Panel > Device Manager > Display Adaptors.

Copy the model number into google and search for driver updates.

This should bring up the official website in Google search.

Then just download > Install > reboot. Bingo!

Another problem overcome thanks to the e-learning community.

Cheers

Thanks Dave and Mu for sharing that information and I hope it helps someone else! 

Hey Ashley, unfortunately this issue came back again since the latest ATI upgrade. Is there any stable workaround regarding this? It seems only happen to the switchable ATI graphic card users. Found something to do with this issue:  https://bugs.chromium.org/p/chromium/issues/detail?id=451420

Hi Mu, sorry to hear you're running into this again. I'd like to connect you with our Support Engineers so we can gather some more information. Simply click here to reach out to the team directly. 

And if you will let me know you're case number, I'll follow along as well!

Thank you, Alyssa, I've submitted a new case as # 01158297. Wish to hear from you guys soon. 

Thanks, Mu. I see the case you submitted. It's in the right place, and you'll hear back from our team soon.