Major Storyline Audio Playback Issues

Hello,
we are also experiencing this issue, both on Review and on LMS.
I have up to date Storyline.
Have you identified the issue and knows how to fix that?
While it's just a minor issue when someone cannot hear the voiceover or the wrong one plays, I have courses that relies on the audio completion to unlock progression. If the audio doesn't play, the course will get stuck. I cannot afford such a scenario. That's a critical issue.

We have received reports from users experiencing the same audio playback issue in our Storyline courses hosted in Moodle Workplace. This is the first time we have encountered this type of issue.

We have reviewed the original Storyline source file and can confirm that the audio plays correctly within Storyline. However, the audio does not play once the course is uploaded and accessed through the LMS.

Any update on this?

We are having the exact same issues. We use the AI Text to Speech and have some users not getting audio and some are fine. I've entered support cases, but have just been told it's a browser issue.

Yeah, I'm going to pile on here since I just experienced it going through a QA with a client on Storyline Review. I use Chrome. Any progress on a fix? This is incredibly frustrating. 

Hi JessLock​, JonasGretzer​, PaulBrennan-5fe​, and painthrsfan1​,

Thank you all for taking the time to test again after updating to Storyline 360 Build 3.116 and for continuing to share your findings here.

The additional details you’ve shared around revisiting slides, inconsistent playback between users, LMS differences, console errors, caching behavior, and Review 360 symptoms are all really helpful as our team continues looking into the issue and gathering more information.

JonasGretzer​, thank you as well for continuing to share updates through your support case. I also checked and saw that Georvy sent a response by email on May 4. If you haven’t seen it yet, it may be worth checking your spam or junk folder. If it’s not there either, please let me know and I’d be happy to help further.

painthrsfan1​, at the moment we don’t have a specific recommended browser or browser setting to share for this behavior, since the issue appears to affect users inconsistently across environments. Could you also share which browser and browser version your reviewers are using when they encounter these issues? Additionally, does testing in a different updated browser change the behavior at all?

We’re continuing to actively track reports like these, and we’ll share updates here as soon as we know more.

Hello, I am adding to the audio playback issues. I am on the most recent update (Storyline). I am also getting multiple complaints about the review tool. Latency, missing audio, blank screens, etc. While I personally do not experience this, the reviewers are frustrated as am I listening to all their feedback. Are there settings, or a specific browser they should be using? Why is it so random on who it selects to not work properly...any tips you can offer would be most appreciated!

Hi everyone,

I wanted to share that we’ve just released a new update for Storyline 360 (Build 3.116) that includes improvements related to this audio issue.

If you haven’t already, it would be helpful to update to the latest version, republish your course, and test again to see if the behavior improves in your environment.

If the issue persists after updating, feel free to reach out through a support case or continue working with our team if you already have one open so we can take a closer look at what’s happening on your end.

Hi PaulBrennan-5fe and JonasGretzer,

I can see why this has been frustrating, especially with how inconsistent and hard to reproduce these audio issues can be.

Thanks for sharing these details, including the console errors and where you're seeing this across Review 360, LMS, and SCORM Cloud. That kind of information is really helpful for our team as we investigate.

We’re actively looking into reports like this, and I’ve made sure your findings are included in our tracking. I also see that you’ve opened a support case, Jonas, which is great, as it allows our team to take a closer look at your specific setup.

We’ll share updates here as we learn more.

Hi,

We are experiencing very similar intermittent audio issues in Storyline 360 courses.

In our case, the issue only affects some users and appears to be stochastic. Sometimes there is no audio on a slide/layer, and in a few cases the wrong audio file appears to play. We have seen this in our LMS, in Review 360, and in SCORM Cloud using cmi5 packages. For one specific user, the issue occurred in our LMS but not in Review 360 for the same course.

When the issue occurs, we can see console errors indicating that a specific audio file cannot be loaded, for example:

GET .../story_content/[audio-file].mp3 net::ERR_CACHE_OPERATION_NOT_SUPPORTED

followed by:

AudioClipBase::constructor - could not load ".../story_content/[audio-file].mp3"

The console errors make us think this may be related to published media handling, caching, or how Storyline resolves audio files in the published output.

We have also opened a support case with Articulate, but wanted to add our findings here since the symptoms seem very similar.

Hi all.  Just adding my name to the list of poor unfortunates affected by this random audio glitching issue. My users/testers are experiencing the same problems (audio doesn't start, audio doubling, some audio appearing in the wrong screen entirely) and all completely random. This has been the case when run from Review360 and our LMS. Adding triggers to play media (rather than rely on the timeline alone) hasn't helped at all. Currently running v3.115.36688.0.  Fingers crossed we can get a fix soon.