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KelvinSprague's avatar
KelvinSprague
Community Member
5 months ago

Drag and Drop - Video Playback Error

Hi All,

I have an issue with a slide I created when sent and uploaded to the clients LMS, SkillGate - Academy10. It plays perfectly on laptops & iPhones, but on their Samsung devices (given to all employees out in the field) they have encountered an issue with this scene (see attached).

Film 1 plays fine, Films 2-5 open when tapped on, but do not automatically play - if you tap again the video plays, however there is then a lag and the audio from the video is still playing as the video disappears.

I then asked them to give me more information.
Here is what they came back with: 

What version of Samsung phone are you using?
Everyone now has a Samsung A34 5G

What version of the operating system are you using?
One Ui 7.0, it is the newest Samsung version. 

Which browser were you using to view?
Edge, its a standard across all GTR phones we cannot change the browser type.

Was it a stable and good internet connection?
Yes, my home WiFi is 500mb up/down. I tried it on my personal phone too (Samsung S23). If I clicked the video it would start playing but there was always a delay, so I would miss sections of the video. 

Does anyone know why or can anyone suggest a solution?

Many thanks in advance
Kelvin

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4 Replies

    • StevenBenassi's avatar
      StevenBenassi
      Staff
      5 months ago

      Hi KelvinSprague​!

      Sorry to hear you and your learners have run into this setback, with a Drag-and-Drop design in Storyline!

      Thank you for sharing your .story file. It's possible the playback issues you've reported could be related to SkillGate LMS, or a hardware limitation of the device being used by the learners.

      Regarding the LMS:

      After publishing your .story file for LMS, I tested the playback with SCORM Cloud but could not observe issues or lag with the videos from the Slide. If you haven't done so already, I suggest connecting with your LMS administrator to see if any configurations can be made within the LMS environment.

      Regarding Mobile Device Hardware:

      A noticeable delay in playback and syncing between audio and video may point to: 

      • Hardware decoding limits on the A34 5G.
      • Videos not being preloaded or optimized for mobile streaming.
      • Possible use of higher bitrate MP4s that are too large for seamless mobile playback.

       

      To address this, we recommend a tool called Handbrake that can be used to re-encode videos for more compatible mobile playback. Handbrake can help you to:

      • Target a bitrate between 1500–2500 kbps.
      • Limit resolution to 720p if possible, for better performance.
      • Set a "Web optimized" flag, to help with buffering.

       

      I'll also open the floor to our community, who may be able to share additional insight and suggestions!

      • KelvinSprague's avatar
        KelvinSprague
        Community Member
        5 months ago

        The LMS provider are not too helpful, they tend to just blame the files provided. I am fully aware of Handbrake and I already utilise it to optimise all of the videos.

        I think it may well be specific to the hardware, however that doesn't help me much as they have provided this phone to a few thousand staff and it's not going to change on my say so.