Users unable to play published courses

Hi Jennifer!

Are you uploading the published course to your website or server and sharing the story.html file from there as instructed here?

Hi, Jennifer -- Sorry to hear some of your learners are running into this problem! Have you had the opportunity to review this information on when Articulate Storyline 1 Content Won't Launch in the Articulate Mobile Player on iOS 9 Devices, by chance? Please let me know if that helps, and if not, you are welcome to share your file and I will do my best to assist you further. :)

Yes - thanks. I'm publishing to my own hard drive, then copying the published files to a server that all users have access to. 

I've used the same publishing strategy for a series of similar courses and did not have this problem prior to update 10, as far as I know.

We aren't using any Apple devices. The person who was prompted to install the player was using IE10 on a PC. 

I can't share the files in question because they contain proprietary information. If necessary, however, I could try to duplicate the problem in another file.

Hi, Jennifer -- Thanks for your response, and I think I misunderstood due to the 2nd screenshot that states "You'll need it to view your course on your iPad." with respects to the mobile player app prompt. And yes, if you are able to share another file that will illustrate the behavior you are seeing without violating confidentiality, we'd be happy to take a look. :)

Ugh. I just republished one of the files and now I can't view it either. I just see this:

All of the files in question contain .mp4 videos. In my case, it looks like the video is unable to play for some reason.

Thanks for the update Jennifer. Could you test the file in Tempshare to see if you experience the same issue? This will auto-delete in 10 days and unless you share the URL, will not be accessible. 

Thanks much! It does work properly when played from the Tempshare link.

Does that mean something is awry on our server?

Sounds like it Jennifer, but since you mention video:

If MP4 videos don't display when your Articulate content is hosted on a server, it's likely that the server isn't configured to play these files. See this article for more information.

Thanks! I can play the .mp4 file from the server when it's by itself (i.e., not inserted into Storyline). I'll contact our IT folks and see if they can sort out what's going on.

Sounds great Jennifer, just let us know if you need anything further.