no sound on mobile devices

Hi Laurie and Leslie,

We are experiencing this same baffling issue! We have modules created in Storyline 2, all since the September update that resolved the iOS 9.2 issues. 

The sound plays fine everywhere we've tested, including on iPads running iOS 9.2 and on Mac computers, EXCEPT on iPhones running iOS 9.2. On them, we have to repeatedly toggle pause/play/pause/play and after doing that a few times the sound comes on. 

The volume is turned on and turned up. We've looked at any other settings we can think of. One of our developers came across this note online and we tried and ruled out this cause as well: 

It would appear that different iOS’s change the functionality of the “ringer button” on the iPad. Essentially my ringer “swipe” (not volume buttons) is always set to off to avoid the noises of the click strokes – when I tried to view our historic courses using older Storyline versions this wasn’t a problem, BUT a newer iOS + new Storyline Version + silent ringer button gave sporadic results with testing of our lessons.
With iOS 8.3 and upwards I just need to ensure that our students keep their ringer buttons turned on

We have tried on three iPhones and encountered the problem on two of them -- on the third, the tester said it was fine. They were all running iOS 9.2. 

Any other ideas would be much appreciated -- we are delivering a lengthy course that we said would work on mobile devices and an awful lot of people use iPhones! The modules are in HTML5 and are posted on a website, not playing within the Storyline app.