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!
I am having this same issue with my course. I am using Storyline 360 v 3.50.24832.0 to create the course. Uploading it to the Learning Bridge LMS using and viewing in Chrome 90.0.4430.85. I get the big play arrow at the beginning of my course and then when I click it, either the audio never plays or sometimes it starts after slide 2 or 3. I can replicate it on another device. Some of my co-workers have tested for me and audio runs for 3 out of 4 of them. Any ideas or workarounds?
Thank you for reaching out and sharing what you are experiencing as well. Interesting that it's intermittent and not happening to all of your co-workers. Is everyone viewing in that version of Chrome?
With your permission, I'd like you to share your project file with our support engineers to investigate what's happening. You can share it privately by uploading it here. It will be deleted when troubleshooting is complete.
Thank you for the update. Would you be comfortable sharing either a screenshot or screen recording with us privately? Our Support Engineers are happy to sign an NDA if necessary. This will help us understand exactly what is getting in the way of the audio not playing.
I have literally just had the same experience with republishing some files today. They seem to publish out all audio file but only at 1kb (when I check the story_content folder - see attached screenshot). The audio here will not open in any Audio Program.
This is very frustrating and I have tried several different options but nothing is working. Does it have anything to do with file size or custom settings? The audio is short voiceover snippets so should not be causing any issue. It's now happened on four files that I have publsihed.
Thank you for providing a screenshot! I'd like our Support Engineers to step in to work with you directly. Can you share the .story file with us privately in a support case? We'll begin testing once we receive it and respond as soon as possible.
Thanks for the quick reply, Lauren. I was able to work out the issue. It never happened before but for some reason started happening with the latest version of Articulate. I was publishing my content to a shared drive. When it was published to a local drive the audio did output correctly. Not sure why this makes a difference, but it did work. If you still want the Engineers to investigate this let me know, otherwise I would deem this resolved. :)
I am also having an audio issue. I published my module to Review. I can hear everything just fine, but when slide 3.5 comes up, it's a short clip from a movie, some people cannot hear it. I'm thinking it's their browser or computer since it plays for some and not others.
I appreciate you sharing the link to your course published on Review 360. I took a look, but the navigation is restricted and I'm not sure how far into the course your video clip is.
I'd like you to share your project file with our support engineers to investigate what's happening with your permission. You can share it privately by uploading it here. It will be deleted when troubleshooting is complete.
I'm having this problem with Rise. As soon as the files publish to Review 360 (the only way to get them into Rise), the sounds disappear. The sounds used to work via this method, but no more.
Thanks for the additional information! I tested the Review 360 course and heard the clicking sounds when hovering over the steps. Here's a quick recording of my tests.
Kindly check if you have the latest browser version and if JavaScript is enabled. This article has details on Review 360's browser support:
90 Replies
Hi Ren,
I recorded the audio using the Articulate tab within PowerPoint
Hi Jennifer,
Thank you for letting us know!
As Ren mentioned, could we have you share the Articulate package with us? Here is how you can do that:
After creating the package, we are more than happy to take a closer look to see what the issue might be!
I am having this same issue with my course. I am using Storyline 360 v 3.50.24832.0 to create the course. Uploading it to the Learning Bridge LMS using and viewing in Chrome 90.0.4430.85. I get the big play arrow at the beginning of my course and then when I click it, either the audio never plays or sometimes it starts after slide 2 or 3. I can replicate it on another device. Some of my co-workers have tested for me and audio runs for 3 out of 4 of them. Any ideas or workarounds?
Hello Anna and welcome to E-Learning Heroes. 😊
Thank you for reaching out and sharing what you are experiencing as well. Interesting that it's intermittent and not happening to all of your co-workers. Is everyone viewing in that version of Chrome?
With your permission, I'd like you to share your project file with our support engineers to investigate what's happening. You can share it privately by uploading it here. It will be deleted when troubleshooting is complete.
Hi, Yes, we're all using the same version of Chrome. I am not able to upload my course for proprietary reasons.
Hi Anna!
Thank you for the update. Would you be comfortable sharing either a screenshot or screen recording with us privately? Our Support Engineers are happy to sign an NDA if necessary. This will help us understand exactly what is getting in the way of the audio not playing.
I have literally just had the same experience with republishing some files today. They seem to publish out all audio file but only at 1kb (when I check the story_content folder - see attached screenshot). The audio here will not open in any Audio Program.
This is very frustrating and I have tried several different options but nothing is working. Does it have anything to do with file size or custom settings? The audio is short voiceover snippets so should not be causing any issue. It's now happened on four files that I have publsihed.
Hello Ray!
Thank you for providing a screenshot! I'd like our Support Engineers to step in to work with you directly. Can you share the .story file with us privately in a support case? We'll begin testing once we receive it and respond as soon as possible.
Thanks for the quick reply, Lauren. I was able to work out the issue. It never happened before but for some reason started happening with the latest version of Articulate. I was publishing my content to a shared drive. When it was published to a local drive the audio did output correctly. Not sure why this makes a difference, but it did work. If you still want the Engineers to investigate this let me know, otherwise I would deem this resolved. :)
I am also having an audio issue. I published my module to Review. I can hear everything just fine, but when slide 3.5 comes up, it's a short clip from a movie, some people cannot hear it. I'm thinking it's their browser or computer since it plays for some and not others.
Here's my file. It's the Ben Stiller movie clip.
https://360.articulate.com/review/content/b619b486-1aa3-4acc-9586-55e189f79efa/review
Hi Amy,
I appreciate you sharing the link to your course published on Review 360. I took a look, but the navigation is restricted and I'm not sure how far into the course your video clip is.
I'd like you to share your project file with our support engineers to investigate what's happening with your permission. You can share it privately by uploading it here. It will be deleted when troubleshooting is complete.
I'm having this problem with Rise. As soon as the files publish to Review 360 (the only way to get them into Rise), the sounds disappear. The sounds used to work via this method, but no more.
Hi Larry,
I'm sorry you're having this issue! Just to clarify, is the issue you are having with Rise 360 or Storyline 360?
Looking forward to your response!
John, the problem appears to arise when I publish to Review 360. At that point (and when I test the interactions in Review 360), the sounds are gone.
However, I should add that the sounds sometimes do "show up" -- fleetingly -- on the interactions in Rise, but then are gone again.
I doubt you're able to access this, but this interaction is supposed to have a click sound accompanying the mouseovers:
https://360.articulate.com/review/content/f2f8e5af-c251-4301-8a16-6a5432f7f473/review
Larry
..........................
Larry McCallum MET MLIS CJ BA
E-Learning Developer
The Training Group
Douglas College
(604) 561-4093 cell
(250) 590-5399 landline
[1200px-Douglas
Hi Larry,
Thanks for the additional information! I tested the Review 360 course and heard the clicking sounds when hovering over the steps. Here's a quick recording of my tests.
Kindly check if you have the latest browser version and if JavaScript is enabled. This article has details on Review 360's browser support:
Just a reminder that your contact information came through with your post. This brief Peek video shows how to edit it if you like!
Let me know if the browser changes will help!