Storyline 360 - Audio disappears from timeline after edited
Apr 17, 2019
Has anyone else experienced this with Storyline 360? It's absolutely maddening! After I do a slight edit to a narration audio file within the audio editor, the file name will continue to show up in the timeline, although the file content disappears. In addition, if I had a trigger set up to do something after this media completed, the trigger will often also disappear. In addition, the audio will reappear at an unspecified period of time, so simply reinserting the audio file is not fixing this either. I think I've got Gremlins in my Storyline 360! Has anyone else had this problem? Here's a pic of the ghostly timeline - see how Audio 6 shows in the description - but is not there in the timeline with the other audio files.
46 Replies
This is happening to me with Storyline 3. Once I edit the audio, it won't appear in timeline. I am using Update: 7: 3.7.20003.0. Is there a fix for this.
Thanks for reaching out and letting us know that you're running into a similar issue, Lalitha.
I've opened a support case on your behalf so that you can work directly with one of our support engineers on this.
You should be hearing from someone soon.
Members of our team have just begun experiencing these audio issues such as audio file disappearing, unable to edit the audio file and re-save, and unable to play the file. Yesterday I received a pop-up that said "Known malware was blocked," so we're working with our IT department on this aspect.
Are others still experiencing this? If so, have you found solutions? This was the best thread I've found so far in the Community addressing our issues. Any help is appreciated.
Hi Mary!
We'll want to have our Support Engineers work with you directly so that we can find a fix before you hit another snag in the file.
Here's a private upload link to share your file with us. If needed, we'd be happy to sign an NDA. Just let us know!
Hello,
My colleague and I have run into the same issues. Once audio is inserted, it displays in the timeline for a short time. I even got the audio to play in the timeline once or twice, but when previewing or publishing the slide no audio plays. As soon as I touch the audio editor, it immediately disappears and says file not found. Then, SL 360 freezes and I have to CRL ALT DELETE and end the task in Task Manager. My colleague had to go back to a previous version of SL 360 to get hers to work, which I would rather not do. Help would be appreciated as this is the only thing keeping me from completing my project.
Hi Lauren.
Thank you so much. I've been able to use my mic again and record directly into Storyline; hope this will help. If not, I'll upload an affected file to the link you sent.
Thank you again; really appreciate the support!
Hi Juan. What type of audio file are you using? I'm now recording directly into SL again and hoping that will solve the problem.
Hi Mary. I am using wav files and I had someone else do the audio recording, so rerecording directly within storyline is not really an option for me. Thank you though.
As an update, I have replaced my wav file with an mp3 file and although it still will not play in preview nor can I edit it without the file disappearing, I now am able to play the audio within the media library only. I don't exactly know what that means but hopefully someone does.
Is there a patch for this issue? I'm having the same problem. I am on a trial version 3.40.22208.0. Please help!
Hello Todd and welcome to E-Learning Heroes :)
Thanks for contacting us and sharing that you are running into a similar issue. I took a look through the support cases that a few users worked with our team on and there is no common culprit at this time.
We do want to understand any underlying cause of this issue and you're welcome to work directly with our support team on this as well if needed.
I believe I'm seeing a trend in this issue, that this normally occurs once I've adjusted the volume on a file. I don't think I have the problem if I don't adjust the audio levels.
Has anyone else seen this trend? Is it a bug SL has seen before and/or could investigate?
HELP! I am having an issue with my audio disappearing! What is the fix? I have a very tight deadline so any help is much appreciated!
Hi Colleen,
I hope this reaches you in time!
The cause of the missing audio has been difficult for us to identify. Have you had a chance to see if rebooting help?
No worries if not, our Support team can troubleshoot in real-time while you import audio. Let us know if you could screen share with us:
I've experienced this issue twice today. I was able to preview the audio, so I knew it was there, so I exported it, then imported it, and it worked. A possible workaround since it's less time-consuming than re-recording.
I hope this issue is being investigated and corrected. It's very random and difficult to see any patterns of occurrence.
Still dealing with this. I just try to save constantly. Sometimes it comes back.
Hello Mary and Darlesa,
I appreciate your updates on this puzzle!
While it sounds like there isn't a defined rhyme or reason for missing audio on the timeline, I found a related case where the problem stemmed from multiple audio drivers on the computer.
We'll continue to monitor similar reports and share any updates. If this issue strikes again in a new file, be sure to let us know!
Hello all.
I've had this exact issue as well, with a big project (8 scenes with lots of long slides on each one), but not with specific audios. It happened with 3 entire scenes. Entire chapters with every single text-to-speech audio on those dozens of slides, are invisible.
This happened after I imported those 3 Scenes from another project into this big project, but they were working when I did. Only now when I got back to checking the project, a couple months later, I noticed every single audio file was missing.
My fix was, since I noticed when hovering the mouse over the invisible audios, the little arrow to move would show up, so I right clicked, selected "text-to-speech", to edit the text, and just added a space at the end, and clicked update. It refreshes the file and it brings back the audio.
You can see on the screenshots, both the issue in question, entire slides with invisible text-to-speech audios, as well as an example of the fix.
Hope this helps anyone still having this issue, being that we don't have a permanent solution yet.
Hi Altitude University!
I appreciate you taking the time to share this workaround with the community! I know this will come in handy for others who come across a similar snag.
I see this is a very old thread, but this happens to me all the time. I don't see a newer relevant thread. It's happened to me on every version of Storyline I've use, different computers, whether I work in my office or at home. I constantly get the "something went wrong message" when I work with audio. I'll even see that there is content in the timeline, but when I open it, it's blank, so I have to re-record it.
Yes, Karen, I've seen that straight, blank line on many occasions! I've learned a few things in the past couple of years:
It really is an exasperating issue that I hope Storyline continues to make a concerted effort to resolve!
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