Storyline with interactve video failed to load in Chrome

May 15, 2018

Hi, Did someone experience this case? I've created an interactive video with Storyline.  It works in IE, Firefox and Safari. However, the video failed to load in Chrome. It shows a big grey screen with play button but it doesn't response in anyway. You can also see the attachment.

OS: Windows 10 Pro

Browser: Chrome 66.0.3359.139 (Official Build) (64-bit)

13 Replies
Alyssa Gomez

Hi there Kent,

There was a recent change in the way that Chrome handles media autoplay. The play button you're seeing on the first screen is expected--once you click that button, the media should play normally throughout the course. 

After a while, learners may stop seeing the play button as Chrome's Media Engagement Index (MEI) learns that they allowed audio to play on previous visits to the same site. When that happens, audio will automatically play as it did in earlier versions of Chrome.

For more information on this, please check out the update Justin shared here. 

Kent Kan

Hi Alyssa,

Thank you for your advice. My problem is even though user clicks on the play button, it doesn't response and no video plays. I got the latest version of Chrome installed on my PC. It's 66.0.3359.181.

However, it's really tricky. When I change the 'story_html5.html' back to 'story.html' manually. Then press entry to reload, it works.

My observation is that the video can never been loaded the first time story.html try to route the content to 'story_html5.html' until the second attempt.

Ashley Terwilliger-Pollard

Hi Kent,

Thanks for that link! I tested it and saw as you mentioned that the HTML5 output doesn't' play once I click on the play button in Chrome.

When I try to reload it looking at just the story.html file, I saw that it was actually loading the Flash by showing the story_flash.html file. 

It does appear that the course was published with an earlier version though, so that could account for the issues. When looking at the source code, I saw it was published with ver 3.13.15006.0 and the version you'll want to use is  3.15.15581.0 or later. Can you take a look at updating Storyline and republishing your course?


CJ McKay

Hi Ashley,

We have updated our SL (3.16.15842.0) but still have issues with videos in HTML5 using Chrome.

To add to the complexity, it only seems to affect the first video file of the course, irrespective of location, trigger or audio, and prevents it from playing. Once the first video has failed, any subsequent videos in the course play fine.

We confirmed this by removing the first video in our course and republished, this then prevented what was the 2nd video from playing, but videos 3, 4, etc work fine.

Our current "fix" is to hide a very short video offstage at the beginning of the course, that the user doesnt see, which fails to load. This then allows any subsequent videos, that the user does need, to run correctly.

This is not ideal as it does increase our file sizes, any suggestions would be appreciated.

Thanks :)



Ashley Terwilliger-Pollard

Hi CJ,

Thanks for sharing your file. I published it to Articulate Review here so that it was easy to access each copy.  

I published three versions, the first one is your original with no changes, the second is as you instructed removing the video from the first layer and noting the video on the "Video 1 Layer" no longer plays, and the current version is a copy where I linked the user to VID2 Layer instead of Video 1 Layer...since those were the same video, I thought I'd see where it was being tripped up:

What I noticed, was that final version the video played normally. Based on that, I don't think this is the same issue as noted earlier with Chrome not auto-playing content (you'll note the play button at the start of each one), but something to do with how that layer is created. It looks like you used a Content Library video for this example (I'm a big fan of the puppy videos too!) so I'm curious what else you may have done when creating these layers or this file as a whole? For starters, the recommendations here help prevent odd behavior in a course. 

Any other light you can shed in terms of how this file was started, saved, etc.? 

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