8 Replies
Ashley Terwilliger

Hi Marc,

I'm sorry to hear about the behavior with your audio not loading. Can you first confirm that you're utilizing local project files as detailed here? If the behavior persists, is it specific to one Storyline file or all your files? If it's just one file, please look at conducting the import into a new project as described here.  If you're experiencing this on all of your files, please go through the repair steps outlined here. 

Ashley Terwilliger

Hi Marc, 

Did you run through all the steps in that repair article? You'll need to do each one to have a successful, clean install. Is this a new problem for you or has continually happened since you started using Storyline? Have you checked to see if recording with/without a mic makes a difference? Have you looked into the system requirements of Storyline? 

Is it with just "record audio" or do you have the same behavior when doing a "record screen" with audio? 

Marc Lee

No I didn't do all the steps of turning off UAC, changing the registry,
install .net, etc. I don't see why I should have to: for one thing, I don't
have the time for it, and I'm seriously afraid of breaking something else.
SL1 worked perfectly on this score without having to do all that. Everything
else seems to be working on SL2.

To answer your other questions..
-1-Yes it seems to have been the case from the beginning. That is, I had
trouble upgrading an SL1 file to SL2, with the audio not loading. I only
tried to load audio to a new SL2 file yesterday.
-2-I am not recording, I'm just loading audio from file.
-3-I should be good on system requirements..are they different from SL1??

Has anyone else reported this problem? Note that I have the latest Flash
Player (Release 16 I think) which seems to have caused problems with SL1.

-Marc L

Ashley Terwilliger

Hi Marc, 

When the software is behaving oddly in a scenario such as this one on all files - a full repair is what we recommend to ensure that it's a clean install and rule out any of those issues. Since you're seeing this issue with upgraded SL1 files and brand new SL2 files, again, it seems to be specific to the install on your system. 

The system requirements for Storyline 2 vary slightly as detailed here as compared to Storyline 1 (mostly more memory and RAM, different .NET and Flash versions, etc.) so that is also worth looking into. 

You mentioned you're on the latest version of Flash - are you also on the latest update of Storyline 2, which is update 4? You can check by going to the Help tab and clicking on "About Articulate Storyline" and you'll see the update number listed there. You can download the latest update of Storyline 2 here. 

Marc Lee

Ashley,

I spent all afternoon on this fix, and here's what I did.following all the
steps in the link in the last sentence below, for Windows 7

-1-Disabled UAC and rebooted
-2-Uninstalled SL2
-3-Downloaded the SL2Cleanup.bat and extracted and ran that (as
administrator)
-4-Did a new install of SL2, the latest version that's on the Articulate
download site today, also ran as administrator
-5-Tried SL2 again, still no change
-6-Uninstalled the MS .Net Framework 4
-7-Download and installed the latest MS .net framework from the link
provided
-8-Followed the steps to uninstall and reinstall Adobe Flash Player
There is no change in the behavior I have described.

Other facts:
-1-I was able to install SL2 on another computer and it seems to work OK on
that computer
-2-I cannot load video into this instance of SL2
-3-I can record and play original audio using the audio recorder
-4-I can insert SWFs, and in the case of one that I inserted, it worked fine
-4-My system specs for the computer in question:
--Windows 7 64 bit Service Pack 1
---8GB RAM
---75GB of available disk

Please let me know if you can think of any other approaches.

TIA,

-Marc Lee

Reply to Unable to load audio SL2

Ashley Terwilliger replied:
Hi Marc,
I'm sorry to hear about the behavior with your audio not loading. Can you
first confirm that you're utilizing local project files as detailed here
? If the behavior
persists, is it specific to one Storyline file or all your files? If it's
just one file, please look at conducting the import into a new project as
described here.
If you're experiencing this on all of
your files, please go through the repair steps outlined here.

Reply

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Ashley Terwilliger

Thanks Mark for going through those steps and letting us know. In regards to the new install you mentioned you cannot load video into that version? What types of video files are not working - or all video files? Are you loading them from a local source as well as working on the .story files locally? 

Since one instance of SL2 seems to be working (I'm unsure about the video piece you mentioned) and it's still not working on your other computer, I think we'll need to take a deeper look at anything else happening on your system. Please reach out to our support team here and share the steps you've already gone through here.