Audio and Video out of sync when using Seekbar

I have to agree that at this point the lack of attention to this issue is just way beyond ridiculous.

I also agree. But this is consistent with Articulate's extremely unhelpful  "it's on the list, but we can't tell you if or when" approach to everything.

One wonders if moving this conversation to social media would be a more effective tactic at obtaining some measure of customer service.  It would also be helpful to the wider community of designers to know the limitations of this tool and the lack of desire of Articulate to respond meaningfully to those who work with its programs.

I was thinking the same thing, Bernard. My interpretation of what I have heard from Articulate on this issue is as follows:

"We'll keep you posted" means "We will reply with the EXACT same response when someone new asks about this problem."

"The QA Team is looking in to it" means "No one here really cares about this issue."

and

"We can't give a time frame for when it will be resolved" means "We will be adding it the schedule, um, NEVER."

Hi all, 

Thanks everyone for your patience.

We have been actively investigating this specific issue for some time now and are now able to share an update on our progress with you.

The sync issue stems from a limitation with the way Flash handles video. It is only possible to sync playback to the nearest video keyframe. Keyframes may occur multiple times per second, but in some videos it may be several seconds between keyframes. If the seek bar is moved to a position that does not correspond to a keyframe, the timeline will play from the precise position selected but video will only play back from the nearest keyframe, causing the sync issues described above.

The Storyline team is working on a fix which is currently slated to be included in the next update for Storyline 2. The fix works around the Flash limitation described above by limiting seeking during video playback in Flash to positions that line up with the video’s keyframes. We will share further information on timing for the update (which addresses several other customer-reported issues as well) on this thread once it has gone through our usual testing process.

In closing, I wanted to assure everyone that we closely monitor these discussions and take the issues you report incredibly seriously. The seven major updates we’ve shipped for Storyline 2 since its initial release have addressed a long list of customer-reported issues at no cost to our customers. You have our commitment that we will continue to actively evaluate and fix reported issues for the lifetime of the product.

Oops - wish I'd seen this before I'd submitted my support ticket for the same issue. Oh well. Thanks for the update Ashley! And thanks for the workaround Michael - I'll have to give that a try.

No worries Fiona - and it looks like Jonathan was able to associate your case with the known issue as well so we'll be able to keep you posted as a part of the case too. Thanks for letting me know and once we have additional information we'll be certain to share here.

Thanks Kevin for sharing that here as well - it's a bit beyond my expertise, but it sounds easy enough to do if you've got access to another video encoder tool. Keep us posted on how your test goes - and if you're able to document the steps you've taken I'm sure that'll be helpful to other users who come across this thread. 

Thank you, Ashley for the substantive response.  It is much appreciated.  We are currently scheduling another round of development.  When is the next update due out?  If we open existing storyline files and then republish them, will that correct the sync issue?

Many thanks.

Hi Bernard, 

We don't have a date yet for the update - but once we know we'll update this thread immediately. I know our team is still hard at work on it and going through some additional testing before we push it out. 

As far as updating the existing files, I haven't tested the update myself yet, so I can't say for certain but based on how similar fixes/updates in the past have worked I would expect that to be the case. I'll reach out to see if I can get any more information.