Some slides with audio does not play

Hi there, Norma.  That sounds like really inconsistent behavior.  Just to recap, you've published your course for LMS, uploaded it into SCORM Cloud, and find audio missing on the same slides every time you launch.

Let me see if I can help!  Would you be able to share your .story file?  Also, if you can let me know what browser you've tested and if your course acts differently between browsers.

Thanks for sharing!

Crystal - thanks for responding to my discussion.  I just tried out the course in IE, before I used FireFox.  The audio does not play on that one slide.  I am unable to use Google -it got weird on me.  I have put in a ticket to support regarding this issue and another issue I am having.  I'm waiting to hear back!

So the most bazaar thing happened.  I deleted the slide with the audio issue and reinserted it.  Then I republished and the audio works and my other issue of the notes not showing got resolved, too.  I haven't heard back from support, but I told them of my discovery.

Thanks for popping in with an update Norma and for updating Anna in your support case as well :)

I am having an issue with audio playing on inserted slides. My colleague developed an introduction that is transferable.

I inserted it into my SL360 document and now the following is happening:

1) audio will not play in slide or project previews

2) audio will not play on timeline preview

3) audio will not play when published to html5

4) Audio plays when audio icon on slide is played

5) audio plays when audio file is played from timeline.

I have attached the course,..

Hello there, Tom!

Thanks for walking us through what's happening. I'd love to help you tackle the audio issues!

Here is a short recording of what I'm seeing happen in the file using Storyline 360 (3.37.21614.0) and a link to my published output: Audio plays on the slides where the audio files load during preview and in the published output, but not on the ones that show 'Loading Audio.'

A few clarifying questions to help us explore the next steps:

• Does the problem appear on specific slides or all?
• Does 'Loading Audio' appear near the audio files within Storyline 360 on your end?
• Where are the media files saved? 
• Any permissions on the audio files? I have seen reports where folks' Windows Information Protection process encrypted the audio and managed Storyline — but adjusting the permissions should do the trick!

I'm excited to dig deeper!

Specific slides, in particular the first five slides are an introduction that another Instructional Designer built and I copied and pasted (I think I also used insert slides to try to fix instead, but not sure which I did with this file I sent to you)

Yes, at one point it would take a very long time for the 'loading audio' to resolve on the timeline, but the audio file still would not play (as described in my OP).

Media files are off of storyline's media library for video files and off a free audio website we have used multiple times in the past without problems. They are stored locally on the other designer's laptop.

We have ticket open to our IT support desk regarding permissions.

Hi Vincent,

Yes, she created/saved it on her hard drive.

Then loaded to a SharePoint shared drive.

I downloaded it to my hard drive

And both copied and pasted and inserted without success.

We are also using One Drive at our company and so cloud storage may be part of the problem.

More info per our Yammer group:

Hello Thomas, Everyone at The Academy has been experiencing this who has SL 360. Ted Coffman, Ted, myself, Onnen, Sarah J have been doing some workarounds and Sarah is working with SL analysts. We have a ticket in. Here is what we know.

In coming from an old course to the new course, SL360 audio options seem to auto compress it. Compression is the enemy here. It must be set to none.
If your audio course has ANY wav files, it will not work. They must be mp3 and not be compressed.
If you course HAS mp3 files, please check to see within the option tab of the selected audio if you can change the compression to none.
If its grayed out. Then you need to begin this workaround which the brilliant Ted Coffman discovered.
Export the current mp3 as a wav file onto your desktop. Then I use Adobe Media Encoder. Import the wav file and reconvert it back into the mp3 file. Import it back into SL and then select Compression to none. I did a screencast of this....I going to see if I can link it here somehow from my OneDrive....

I appreciate the extra clues and you for keeping us in the loop, Tom. So thorough!

Because of the random nature of these audio performance issues, this is an excellent opportunity for our Support team to jump in to help connect the dots. I'm going to link you with them so we can get this straightened out for you and your colleagues as quickly as possible.

Look out for their email soon. I'll follow along, as I'm also curious to know what our Engineers uncover!