Forum Discussion
Audio not playing on Mac, Safari version 12.0.3
I've built a course in 360 utilizing mostly video. The first interactive slide that has audio on the timeline does not play on Mac, Safari version 12.0.3. There are a few more audio clips that play just fine in the layers, it's only the main timeline audio that will not play. Furthermore, the timeline continues without the audio. Is this possibly a security feature of Safari that the user has to interact with the slide for the audio to play?
27 Replies
Hey Folks. I'm pulling my hair out on this one. I am using the latest version of Storyline 360 3.49.24347.0
my QA person is on a Mac Mohave with Safari 12.0.2
She will be working along fine on a course and out of the blue, a slide's audio won't play. she'll hit the rewind button and it will play. we have about 6 courses on the go and she keeps reporting this problem in review. I finally resurrected my mac with the same setup and sure enough. certain slides won't play audio the first time through. I'll go to the previous slide and then back and it plays perfectly. Normally I would say don't use Safari but because of Covid and people working from home, we can't control what people are using. I have spent probably 2 days trying to troubleshoot this and there doesn't seem to be any rhyme or reason why one slide won't work. then another one doesn't. I moved the audio file a smidge to the right on the offending slide and it seemed to work, then the next slide which worked before now doesn't work. It almost feels like a buffering issue. HELP!I also just submitted a case for this as well.
Rob by chance do you know if there is any delay in the movement between slides? In other words, does this occur even if the individual immediately moves from one slide to the next, or could this perhaps be occurring only when the individual may have a pause of a certain amount of time in between slide transitions? Also, are you publishing with LMS settings, and if so, which LMS reporting type are you using?
Hi Rob!
Good call on opening a case with our Support Engineers!
We’ve sent you a confirmation email letting you know that we’ve received your case. Your case has been assigned to my teammate, Georvy — You’re in great hands! You’ll hear from Georvy shortly.
I would extend this to ask if the slide before this slide is particularly lengthy?
Hey Eric, all good questions! I'm only experiencing this on the Articulate Review site so no LMS publishing issues at this point.
There doesn't seem to be any correlation between the length of the previous slide. some are long and some are short. what I THINK might be the problem is the position of the layer on the timeline. on the offending slides, I moved the audio file down to the bottom layer republished and it seems to work now. This is of course a royal PITA as we often need to move the audio file up or down to sync with objects on the screen. it also is not a problem with ANY OTHER BROWSER!!!! I'll report back on what Georvy says. </rant>We have had issues in the past with audio not autoplaying on slide load when there have been multiple audio files on the base layer. If that's the case in your content, try merging the audio files to see if that fixes the issue you're experiencing.
We're running into a similar issue when testing in Safari (Version 14.0.3 (16610.4.3.1.4)) which we're not experiencing in other browsers. Course published using current build of SL360 (3.49.24347.0)
We get the play button on launch, and the course plays as expected. Then randomly on some slides, the audio file on the base layer just doesn't play on initial viewing. The audio will start playing if you click anywhere on screen and plays as expected on revisit. Other slides that are set-up exactly the same are working without an issue and I can't spot a difference in how the affected slides are set up compared to any of the other that work. I should also note that the affected slides are not the first slide to contain media in the course (previous slides that work also contain audio clips).
Slides are not set to auto-advance, so the user is required to click the next button. Also, as we test the course, we're trying to replicate a typical user experience (linearly through in one sitting), so we're not pausing the content or jumping around using the menu.
Any thoughts on what might be causing this or a work-around would be greatly appreciated. Thanks!
Has anyone come up with a fix for this problem? I'm having the same exact issue described here by Pete.
Also, had a reply to Rob that was instantly reported that might be helpful in his instance. My guess is I responded too quickly after my previous post.
You nailed it, Pete. Looks like they are all displaying as expected now.
We have also seen this issue resurface. We haven't found a solution yet.
Hello Sarah and Dan!
Sorry, you're still running into this issue! Are you both using the latest version of Safari? (Safari 15.2)
Also, are you using Safari on a Mac or iPhone? Lastly, is the course hosted on a web server or LMS? Can you try uploading your course to Tempshare and then view it in Safari?
I'm unsure about the version of Safari. I am not experiencing the problem, but two people on my staff are and telling me about it/sending me videos of it. I can ask though. Both are viewing on a Mac. The course is in an LMS, though it is happening consistently in both the LMS and Review 360.
