Today (4/16/18) I republished some courses (minor edits, no changes in settings) that are no longer playing the audio when viewed from a browser or from the Storyline output. The old versions played fine a couple weeks ago and the new versions play fine in Preview mode. I have 12 courses I just republished with this issue and the client needs them available ASAP. Help!
In addition to what Jonathan suggested, I'd be curious to know whether the published output was hosted on a LMS or a web server and what browser you were using for testing.
I am having the same problem. To answer the questions posed...the output is Web. The only edits made were text and rollback doesn't solve the problem. I tested it on IE, Chrome and Firefox from my local folder and from my FTP server (which normally both work fine.) Same issue.
So, I took a look in the story_content folder and noticed that the file size for all of the audio files is 1 KB. In other words, nothing is in them. When I try to play an audio file from the story_content folder, I get a Windows Media Player error saying the codec is wrong.
But here's the kicker. I republished a different course that was working a couple weeks ago (didn't make any changes to it) and now it has the same problem. So maybe Storyline is corrupting the codec during publishing? I've put in a ticket with Articulate, but am sharing the file here.
Thanks for reaching out to us, Victoria. I see you also opened a support case (great idea!) and you're working through this with Renato. I'll follow along with your case and post updates here, as needed!
We are also experiencing this problem. The audio plays just fine in preview mode, but when published to Articulate 360 online, the audio does not play. I updated 360, but still experience the same problem. Is there, indeed, a problem with Storyline 360 corrupting the audio files when publishing? I don't dare publish to the LMS until this known bug is fixed.
Hey Nicole! Sorry you're running into a problem here. You mentioned that you published the course to Articulate Review, and the audio does not play. Does this happen in Chrome, or a different browser?
Would you mind sending the Articulate Review "Share" link to me so I can have a closer look?
Thanks, Nicole. I also can't hear audio when I play that link in Chrome.
Can you double-check that you published that course with the latest update of Storyline 360?
Simply click the Help tab, then click About Storyline. You should see 3.15.15581.0 in the bottom-right corner. You'll want to be sure you published the content to Articulate Review after you updated Storyline 360.
Hi again, Nicole! I've been turning this one over in my head for a while, and I'm trying to nail down why you can hear audio in that review link, and I cannot.
Can you check what version of Chrome you're using? Just click this link, and you'll see the version number.
Here's the version I'm using: Chrome 66.0.3359.139
Success! 🙌 It looks like that link was published with the latest version of Storyline.
I saw the gray "Play" button, and after clicking that button, I could hear audio on the first slide. This is all what we would expect to happen in Chrome.
Me too. Same problem. Everything was fine until about an hour ago. Sound worked in preview AND publish (to Storyline 360 Review). Then, suddenly, all sound in published course stopped working. In both Chrome and Edge.
Hey Marty. Let's see if we can work through what's going on for you. We'll get the basics out of the way first:
Can you confirm what version of Storyline you’re using? Go to Help > About Storyline. The latest build is 3.15.15581.0.
What version of Chrome are you using?
Is the sound part of a video or is it an audio file? Is it supposed to play automatically?
Is this happening on new projects that you build as well?
If you can share your URL to your content in Articulate Review, I'd like to test it on my end. Need to keep it private? No worries - you can respond to me here.
Oh, here is an interesting find. When I open my course in REVIEW after publishing in the most recent version of Storyline, the audio works. But, if I go to Feedback and then back to Review, the audio turns off again.
Hi Debra! Tell me a little more about the problem you're having with audio in Articulate Review. Do you also have audio issues when testing the content on a web server or LMS?
Also, are you able to share the Review link with me? That way, I can test it on my end!
I'm having the same problem. I upgraded a file originally created in SL2 to SL360. The audio plays when I view it in Review and in preview mode, but not when I publish to Web and view on Chrome. I published to my hard drive and my USB. I'm also operating on the latest versions of SL360 and Chrome.
I've attached the SL2 backup and the upgraded file.
Hey there, Amanda. Thanks for all the details! Before you view your course on Chrome, are you uploading your output to a web server, or launching the published output directly from your desktop?
We are looking into an issue where audio on the first slide is not playing when the course is viewed in Chrome from your local drive. Can you upload your content to a web server and make sure that you hear the audio in the web environment? If you've included Flash in your output, Tempshare is a super easy way to temporarily host and test your zipped web output.
90 Replies
Hi Mark-
That sounds frustrating.
Have you tried the presentation in different browsers or platforms?
Have you tried to copy the course file (to not lose your edits) and roll back your changes to see if the problem persists when published?
Also, if you have any detail on what the edits were, it may help get to the bottom of this.
Thanks,
Jon
Hi Mark!
In addition to what Jonathan suggested, I'd be curious to know whether the published output was hosted on a LMS or a web server and what browser you were using for testing.
If you're still having trouble, you can always share your file with us here, and we'll help you test it!
I am having the same problem. To answer the questions posed...the output is Web. The only edits made were text and rollback doesn't solve the problem. I tested it on IE, Chrome and Firefox from my local folder and from my FTP server (which normally both work fine.) Same issue.
So, I took a look in the story_content folder and noticed that the file size for all of the audio files is 1 KB. In other words, nothing is in them. When I try to play an audio file from the story_content folder, I get a Windows Media Player error saying the codec is wrong.
But here's the kicker. I republished a different course that was working a couple weeks ago (didn't make any changes to it) and now it has the same problem. So maybe Storyline is corrupting the codec during publishing? I've put in a ticket with Articulate, but am sharing the file here.
Thanks for reaching out to us, Victoria. I see you also opened a support case (great idea!) and you're working through this with Renato. I'll follow along with your case and post updates here, as needed!
We are also experiencing this problem. The audio plays just fine in preview mode, but when published to Articulate 360 online, the audio does not play. I updated 360, but still experience the same problem. Is there, indeed, a problem with Storyline 360 corrupting the audio files when publishing? I don't dare publish to the LMS until this known bug is fixed.
Hey Nicole! Sorry you're running into a problem here. You mentioned that you published the course to Articulate Review, and the audio does not play. Does this happen in Chrome, or a different browser?
Would you mind sending the Articulate Review "Share" link to me so I can have a closer look?
In Chrome. I just tried it in Safari, and it worked.
https://360.articulate.com/review/content/cd6f59ea-9299-4bd3-8bc0-ed21111bf729/review
Thanks, Nicole. I also can't hear audio when I play that link in Chrome.
Can you double-check that you published that course with the latest update of Storyline 360?
Simply click the Help tab, then click About Storyline. You should see 3.15.15581.0 in the bottom-right corner. You'll want to be sure you published the content to Articulate Review after you updated Storyline 360.
I too have this same issue, with the version 3.15.15581.0. Any other suggestions? The Chrome browser is a required browser by our clients.
Thanks!
I'm running the updated version of 360 v3.15.15581.0. Chrome is also the recommended browser for our users.
Here is a new file published with the updated version. Looks like it's working now. Thanks for the fix!
https://360.articulate.com/review/content/cd6f59ea-9299-4bd3-8bc0-ed21111bf729/review
Hi Nicole -- I'm still not hearing audio in that version. Does the audio begin on slide 1?
Hi Jason -- Are you also publishing your content to Articulate Review? If so, do you not hear any audio when you review the course in Chrome?
Hi again, Nicole! I've been turning this one over in my head for a while, and I'm trying to nail down why you can hear audio in that review link, and I cannot.
Can you check what version of Chrome you're using? Just click this link, and you'll see the version number.
Here's the version I'm using: Chrome 66.0.3359.139
66.0.3359.139
So when I clicked on the above link, I couldn't hear it either. Try this:
https://360.articulate.com/review/content/c13d47dc-aaf2-4a4a-9fb2-104132edc4d6/review
Success! 🙌 It looks like that link was published with the latest version of Storyline.
I saw the gray "Play" button, and after clicking that button, I could hear audio on the first slide. This is all what we would expect to happen in Chrome.
Appreciate you following up with me!
Yep! Thanks for your help.
Me too. Same problem. Everything was fine until about an hour ago. Sound worked in preview AND publish (to Storyline 360 Review). Then, suddenly, all sound in published course stopped working. In both Chrome and Edge.
Hey Marty. Let's see if we can work through what's going on for you. We'll get the basics out of the way first:
Thanks for troubleshooting with us, Marty!
I updated my version of Storyline and it fixed the audio problem. :)
Oh, here is an interesting find. When I open my course in REVIEW after publishing in the most recent version of Storyline, the audio works. But, if I go to Feedback and then back to Review, the audio turns off again.
Hi Debra! Tell me a little more about the problem you're having with audio in Articulate Review. Do you also have audio issues when testing the content on a web server or LMS?
Also, are you able to share the Review link with me? That way, I can test it on my end!
I'm having the same problem. I upgraded a file originally created in SL2 to SL360. The audio plays when I view it in Review and in preview mode, but not when I publish to Web and view on Chrome. I published to my hard drive and my USB. I'm also operating on the latest versions of SL360 and Chrome.
I've attached the SL2 backup and the upgraded file.
Hey there, Amanda. Thanks for all the details! Before you view your course on Chrome, are you uploading your output to a web server, or launching the published output directly from your desktop?
We are looking into an issue where audio on the first slide is not playing when the course is viewed in Chrome from your local drive. Can you upload your content to a web server and make sure that you hear the audio in the web environment? If you've included Flash in your output, Tempshare is a super easy way to temporarily host and test your zipped web output.