Video Freezes while Timeline moves

Aug 12, 2022

We have a course consisting of a series of videos. It is available here: https://360.articulate.com/review/content/53e64a38-3fd2-464b-9ff2-ee439bde18e5/review for preview. The slide titled "Avery Davis-Roberts" will freeze shortly after Avery begins speaking. The timeline continues to move, but the video doesn't play. When it advances to the next slide, that video begins playing normally (as do all the other slides). This also happens when I publish to our LMS.

When I view this slide in Preview in SL, it works fine. There is nothing that appears wrong with it.

Does anyone have an explanation for this behavior?

4 Replies

Jose Tansengco
Staff

over 1 year ago08/12/22 at 5:08 pm (UTC)

Hi Richard,

Thanks for sharing a link to your published output!

I viewed it on my end but the video didn't freeze at all for me. I used Google Chrome Version 104.0.5112.79 (Official Build) (x86_64) to view and test your course. Since the behavior appears to be isolated, try the following troubleshooting steps to see if they help:

I noticed that your course may have been published using an older version of Storyline 360. Do a repair of your Storyline 360 installation to update your installation to the latest version and republish your course to Review 360.
Try clearing your browser's cache.
View your course on a different device to see if the behavior is isolated to your machine. If it is, make sure that all your applications and operating system are updated.

Let me know how it goes!

Jürgen Schoenemeyer

over 1 year ago08/12/22 at 5:26 pm (UTC)

no problem with Firefox from Review 360. If you have problems with the video on your LMS your LMS admin should analyse the LMS webserver logs

Jürgen

PS: is your LMS webserver optimized for video playback ?

over 1 year ago08/15/22 at 5:40 pm (UTC)

Thanks for that. Clearing the cache did it and everything works fine now. I appreciate you looking at this.

rick

Russell Still

over 1 year ago08/18/22 at 7:01 pm (UTC)

This doesn't happen frequently, but it's not rare either. We've been getting support calls from our users regarding this for years. It seems most likely to happen with Mobile Safari, but less frequently with full Safari.

Our workaround has to make the video a trigger. If clicked, it reloads the slide and this hopefully resolves the problem. But it's still something that generates a phone call to us.