The MP4 file does not play audio in Storyline

Hi Marjorie,

I'd be happy to help get you all sorted!

Some troubleshooting questions to get us started:

• What version of Storyline are you using?
• Where was the video created/recorded?
• What is the file type? (Referencing your recent post here, looks like you converted a .tscproj file to .mp4?)
• Is this happening with all of your audio files, or just this particular one?
• Are you able to hear sound through speakers or headsets?

Lastly, any chance you can share the audio file here, so I can test it on my end? Or, please feel free to send it directly to our Support Engineers here if you prefer to send it privately. 

We look forward to your reply to help us learn more about why this is happening!

Hi – any update on this?

Thanks for checking in, Marjorie! I see your submitted case (# 01194857), in which my team will be reaching out shortly for the next steps – I'll also be following the case to keep you updated here! You're in good hands, and we'll get you sorted out right away.

Hi Marjorie,

It looks like Gerald was able to point you in the direction of installing the latest Flash Player update, which resolved your Storyline audio issue! Woohoo – we're so happy to hear this! As always, please feel free to reach back out with any questions.