Forum Discussion

SarahPowers-63f's avatar
SarahPowers-63f
Community Member
4 years ago

Audio randomly cutting out only in Chrome, not in preview

Hi there,

I've read several posts on here that have said that the audio will not work correctly while using Chrome, which is what I am experiencing, but never came across a solution.

The audio plays fine and all the way through in preview mode, but once published, it is only working correctly in Safari and not Chrome. Our courses are primarily viewed in Chrome, so I need help with coming up with a solution.

I'm using Storyline 360 Version:1.54.25674.0, Chrome Version: 92.0.4515.107

I've tried the following troubleshooting:

  1. Deleting the audio file then inserting audio file again.
  2. Deleting audio file, saving, closing, reopening and inserting the audio file, saving, then republishing (which has only corrected the issue at random times).
  3. Resaving the audio file at 44.1 KHz, 16, WAV (did not fix anything).

Sometimes the file will randomly work correctly when published, by not doing anything to the audio files.

This seems to be a major issue, as when I think I am complete with a project, someone will find an audio error that wasn't there before.

Our courses need to go live next week, so I need a solution ASAP, please.

Thanks,

-Sarah

storyline 360
  • LeslieMcKerchie's avatar
    LeslieMcKerchie
    Staff
    4 years ago

    Hi everyone,

    This issue was specific to a Chromium bug that Google seems to have corrected in their latest update, Version 92.0.4515.131.

    I'm not sure of the update rollout, but be sure to update Chrome when available and let us know if this resolved the issue for you as well.

  • KristenNichols's avatar
    KristenNichols
    Community Member
    3 years ago

    This happens to me when using Microsoft Edge on some published eLearnings.  I just got notified that something that was working when I published it a year ago is now cutting out in 3 places.  This is super frustrating!

    • BeccaLevan's avatar
      BeccaLevan
      Community Member
      3 years ago

      Hi Kristen,

      I'm sorry for this trouble — happy to help!

      Are you running the most up-to-date version of Edge? Here's how to check: Settings and more  > Help and feedback > About Microsoft Edge. You should see Version 96.0.1054.62.

      If possible, can you share your file with us for testing purposes? Feel free to share it by clicking the Add Attachment button in your response or privately here. We'll reach out to you shortly after with our findings.

  • JohnWylie's avatar
    JohnWylie
    Community Member
    4 years ago

    I am running into the same thing. Audio is fine in Preview, but not when published.
    For some reason, the audio drops out on one slide 40 seconds in when played in Chrome , surprisingly it functions fine in Internet Explorer ( Which hardly anyone uses ).
    Storyline 360 3.53.25436.0 ( I was on the latest , but rolled back today to see if that fixed the issue ) and Chrome Version 92.0.4515.107.


    • SarahPowers-63f's avatar
      SarahPowers-63f
      Community Member
      4 years ago

      Oops, I meant my version of Storyline 360 is 3.54.25674.0

      ...not sure where I pulled the other number, haha.

      The only way I was able to resolve the issue, was to keep deleting and importing the file over and over again until it finally published with no issues. As this is not an ideal fix for audio errors, it's a temporary band-aid.

       

    • SarahPowers-63f's avatar
      SarahPowers-63f
      Community Member
      4 years ago

      I discovered that when you change the audio files from WAV to MP3s, they work. So you might want to give that a try!

      • TinaGlynn-59324's avatar
        TinaGlynn-59324
        Community Member
        4 years ago

        Sarah,

        I've tried that over the years and no matter what I do, I still have issues with random audio cutting out. I've also used different LMSs over the years and had the same issue.  It's really frustrating.  

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