Forum Discussion
Issue playing courses with video on Mac OS Ventura with Safari
Hello,
I'm just wondering if anyone else has encountered this issue. We are currently triaging an issue with courses that contain video (MP4) - basically, if a user is on Mac OS Ventura 13.2.1, using Safari version 16.3, courses containing video will not play.
We've done several tests and are currently working with support on this issue. However, no resolution has been reached as of yet. Our tests are indicating that if a course has any video present at all, the course itself will either not load (loading dots appear - testing on SCORM Cloud), or the course will operate, but when a video slide is encountered, the loading dots appear.
I understand that it's likely because of browsers preventing media autoplay, but this historically has only happened on the first slide of a course, not mid-way through. We even tested moving the video to the very end of a course (otherwise containing static slides with audio) to see whether it was only affecting videos early in the course cache, but it appears that just the act of having a video in a course causes this problem. As soon as videos are removed from the file, the issue resolves.
Another thought I had was 'hmmm...I wonder how this affects the screen record functionality in SL', so I tested that as well. The screen record generates an MP4, and this yields the same result - course not playing/constant loading state, so while this is an issue for us with our clients, it may pose a larger issue for organizations who rely heavily on screen recordings for simulations, etc.
While this may not be a huge issue right away as some users may not update their OS as soon as a new one is released, it will become a bigger issue down the road.
For additional context, we've tested on multiple machines with the Ventura/Safari version configuration in both SCORM Cloud (published to 2004 3rd and 1.2) and on our LMS (published to AICC).
Hello everyone!
Good news! Today, we just released Storyline 360 Update 74 (Build 3.74.30180.0) which included the fix for the bug where courses with video randomly crash on Mac Ventura and Safari.
Now all you need to do is update Storyline 360 in your Articulate 360 desktop app!
If you have additional questions, don't hesitate to reach out in this discussion or in a support case.
Excellent news. Thank you very much! Have an awesome day!
Thank you!
Thank you, John! I hope the update solves our issue. However, when I open Storyline, I don't see the option to install a new version. Is this coming later today?
Hi, Claudia!
Thanks for reaching out. First, you'll want to make sure you have the most up-to-date version of Articulate 360. After updating the Articulate 360 desktop app, you can then update your authoring apps, such as Storyline 360. You can learn more, here.
If you're still experiencing an issue updating the app, please let us know and we'll be happy to help get this figured out!
The revision worked for Safari until now. The version somehow reverted back to an older version 3.71.29339.0, and now the course will not launch. This is a big project for actual Apple the company. They only use Safari. I have tried to sign in to the desktop 360 app but it puts me in and unless “sign in” loop. And can’t get to the update screen to see if it is available.I have cleared cache, rebooted, etc. Please help. Thank you for your assistance.
Best Regards,
Michael Caincross
The Articulate release on April 3rd 2023 nailed down the Mac issue. Thanks team Articulate!
Hi Michael,
Thanks for reaching out and I'm sorry to hear that you're experiencing this issue! I see that you’ve connected with our Support Engineers and are working with my teammate, Jopney. You’re in great hands! We’ll continue the conversation in your support case.
Kushal, I'm glad to hear that you're enjoying this update!
