Video freezing randomly

Update:

Since the problem was normally on the last slide, i've devided the project in 2 (Menu+S1+S2 and Menu+S3+S4) and it worked...

This brings me to the question... is there some kind of limit for a project duration? or slide duration?

my original project has 1h, with slides of 21m, 8m, 8m and 22m... my slides don't have interactive moments, because they consist in video playing the hole slide... is there some kind of timeout?

I'm note sure about this resolution of mine, perhaps i got lucky... but i need to understand what's going on

It sounds a lot like a buffering problem to me, especially since it seems to work if viewed locally ("scorm only in my browser") . (Bad/slow connection, upstream routers, etc.)

Hi Walt, thank you for your opinion

That was my first step of thinking, but...

My video is recorded as:

- MP4 h.264

- bitrate of 4

- 30 fps

- 1080p HD

then i used Handbrake to encode my videos:

- "web optimezed"

- 720p HD

- Scale 500x280 (to fit the actual size of the video in the slide, so it doesn't need to resize)

and export in articulate with:

- video quality standard

- Audio standard

- image standard

but feel free to give me a new direction if i'm thinking wrong... am I using too much videos? ... I can't ask for my client's to purchase a better net... and in Portugal the most common internet speed is 50Mb (Download)

Hi Luis,

Thank you for reaching out to our support team as well, so that we can work with you directly. I can see that Ian is already taking a look so you should be hearing from them soon.

Hi Leslie, thak you for the reply, i hope Ian can help in this matter, because as i expected, my previous fix didn't work...

Update:

Now i´ve created a simple course with 4 slides with videos in it, and nothing else... and the freezing remains... is there a problem in exportation of articulate SL360?? is this happening only to me?

well... i'll keep posting my findings here, to help someone with the same problems

Thanks, Luis. This is not an issue I'm familiar with. I've shared your latest update with Ian as you continue to work together.

I am having this exact same problem. This is the first time that I have experienced it. Is it due to the single recording being over 60 mins?

Hi Matthew,

Sorry to hear that you ran into a similar issue. I'd like to ask a few questions to help clarify your experience: 

• Are you able to replicate the behavior when publishing to web, LMS, or Review 360? 
• Is this a recording that you made using Storyline 360's screen recording feature? 
• Does the video play normally when you open the file directly? 

You can try re-encoding your video using a free tool called Handbrake to see if this helps. You can download Handbrake here. And here's a helpful video on how to re-encode videos using the tool. 

If the issue persists, it would also help if we could take a look at the actual project file. Would you be willing to upload a copy of your project file here for testing?

Hi Joe,

I have answered the questions below:

* Are you able to replicate the behaviour when publishing to web, LMS, or Review 360?
* The recording plays fine in Preview, but not in the LMS or review 360
* Is this a recording that you made using Storyline 360's screen recording feature?
* No the recording is from an external MP4 which plays all the way through
* Does the video play normally when you open the file directly?
* Yes it does

In light of internal restriction, I am unable to upload the file or download the system that you are referring to.

Many thanks,

Matthew

Hi Matthew, 

Thank you for the additional information. Were you also able to test the issue using the Handbrake tool that I mentioned in my last response? If you prefer to share your project file in private, you can do so by creating a case with our support team here. We can provide you with an NDA if this will help.

My IT would not allow me to use Handbrake tool nor upload the file to an external portal. 

Hi, Matthew.

Do you have access to the application where the video was created? If so, you can also try re-encoding it to a different profile/codec. 

Since this is a very long video, can you try splitting it into smaller videos to see if the issue is related to its length? 

I completely understand the internal restrictions and confidentiality. As Joe mentioned, our Support team can sign an NDA, and they’ll delete the file once they are done troubleshooting. If that works for you and your IT department, just let us know!

I have access, what does this mean, 'you can also try re-encoding it to a different profile/codec'?

Thank you for the reply. I have split the recording in numerous ways and we still see the error at the same point in time 21:33.

With regards to our IT, they may take a few years to respond. :)

Hi, Matthew.

Most video editing software (for example, Adobe Premiere, Camtasia, etc.) will allow you to choose the codec (a standard for the compression of the video file) and/or profile (which adds specifications for the codec) when publishing the video file.

Since you can't use HandBrake, I was wondering if you could try choosing a different publishing option from the original software.

Let me know if you have additional questions! 

Hi Maria, 

I split the recording before the video paused and this worked. I built the recording using Camtastia, so will look at the codec options. For long Articulate recordings, which should I use? 

Hi, Matthew.

If you don't want Storyline to compress the video, then you should choose one of those three profiles: baseline, main, or high.

Here's a helpful video tutorial that shows you where you would find those options in Camtasia.

I hope this helps!

Thank you