Videos won't play on the iPad, play button has a line through

Apr 14, 2014


I have some slides that contain a video which will not play on the iPad in HTML5 output or Articulate Mobile Player

The first frame of the video appears, with a play button inside a circle with a line through it with no video control bar on the HTML5 output. In Articulate Mobile Player, the first frame appears along with the video control bar but it won't play.

This is the same whether it's hosted on our LMS or on the Articulate tempshare test site.

It works fine on desktop through IE (Flash) or on my Android smartphone.

File types inserted are WMV and MP4, but I think Storyline would convert anything to MP4 anyway?

Does anyone have any ideas what could be wrong? Seems to be iPad specific at the moment which suggests something wrong with the file type maybe?


6 Replies
Christine Hendrickson

Hi Daniel and welcome to E-Learning Heroes!

Sorry to hear about the trouble with this. I do agree, though, it sounds a bit odd. 

Are you able to post your .STORY file here, or an example file that shows the same behavior? If so, we'd be happy to take a look.

Also, can you tell us a little about your device, please? Do you know which version of the iPad and iOS you're currently running? 

If you could confirm you're publishing with the most recent version of Storyline, that would also help.



Daniel Halliwell


I'm using Storyline Update 4: 1311.1422. I note there's a new version which includes 'Fixed issue where a video might not load in HTML5 output when viewed in mobile Safari '

Are you able to publish my sample STORY file using this update and put it onto the tempshare at all so I can see if that fixes it? I will have to raise requests with IT for the latest version to be updated which can turn into a long, drawn out process unfortunately. If I know this is the fix then it will really help me push it through! The video itself, the MP4 from the published output folder, played fine when I transferred it to my iPad so hopefully it's another clue towards the update being the fix. Should have checked that first!!!

I'm using an iPad Air running iOS7.1, viewed in both Safari and Chrome with same problem.

Thanks for your help.


Christine Hendrickson

Hi Michael and Daniel,

Thanks very much for helping out, Michael :)

Daniel - I agree, it sounds like it may be an issue with the server that's hosting the project or the version that you have installed. 

If you're concerned with installing the newer version, you could try installing it on another machine and publish from there. You could then upload to the server and test it. If it works fine, I'd recommend updating the version on your primary machine. 

If it doesn't work, try uploading to a different server. 

If you need any help with this, please let us know.

Thanks again!


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