Forum Discussion

FredHarrisJr's avatar
FredHarrisJr
Community Member
8 months ago

MP4 Videos not loading on iPad

Good afternoon community, I have a course that is built as an Interface that branches out to other courses. The issue is when this is viewed on an iPad, the videos(animation developed outside Story...
Articulate 360
community
storyline 360
StevenBenassi's avatar
StevenBenassi
Staff
8 months ago

Hi FredHarrisJr​!

Sorry to hear you're facing playback issues when viewing a Storyline course on an iPad!

Does the same behavior occur when testing the course on other mobile hardware, such as an iPhone? Also, can the same issue be reproduced across multiple browsers, or is it local to one?

To ensure your MP4 videos are fully web-optimized, I suggest re-encoding the videos with a tool like Handbrake. However, if that doesn't do the trick, it would be helpful to see a copy of the media files that are giving you trouble. Feel free to share those, and your .story file here in the discussion, or privately through a support case.

Let me know how it goes!

FredHarrisJr's avatar
FredHarrisJr
Community Member
8 months ago

Hi Steven,

I haven't tested the course on mobile, but it does the same thing across multiple browsers - chrome, safari and edge. I tried using Handbrake and I thought it might work because for a second, the video plays, then freezes. But because the action is set up by a trigger, the course still opens and the layer is hidden once the selection is made. 

  • LucianaPiazza's avatar
    LucianaPiazza
    Staff
    8 months ago

    Hello FredHarrisJr​, 

    Thanks for confirming where you've tested this so far. It's helpful to know that you are experiencing this across multiple browsers after utilizing Handbrake to re-encode the videos. 

    • What file size are these videos that you are including in your course?
      • I want to confirm that the maximum file size for videos in Storyline is 2 GB each.

     

    • You mentioned that a trigger activates this behavior. What trigger setup are you utilizing for the videos within your slide?
      • To understand your setup better, it would be beneficial to take a closer look at your .story and video files. You can also send a screen recording of this behavior. If privacy is important for your content, our team can have an NDA requested within a support case.

     

    Looking forward to hearing from you! 

    • FredHarrisJr's avatar
      FredHarrisJr
      Community Member
      8 months ago

      Hello Luciana,

      There are a total of 5 animations/videos. Each one is between 4 and 6mb. We do have strict confidentiality rules, but I will try to strip the content and send something tomorrow via support case.

      This is how the triggers are set:

      • Users have an option to choose between 4 topics.
      • All topics are on layers (4) Each layer contains a separate animation.
      • Once they choose a topic, the layer opens, the animation plays, a URL opens to the main content and the layer gets hidden.

      I will reach back out tomorrow so that I can hopefully send the file. Thanks.