Storyline 360 audio not playing when published

Alyssa,

Thank you for responding. I have had other people test for local playback and they all report the same issue using the default settings in Chrome. Published version will play as expected locally in IE and Firefox but not Chrome. Published course will play as expected when uploaded to the SCORM cloud or local LMS but a great deal of out clients need the ability to play courseware from their local computers within the Chrome browser using default settings out-of-the-box.

There is audio on the second screen that does not play and the screen hangs. It should jump to next slide when media completes.

The first screen acts as a pre-loader and auto advances and the end of the timeline.

Again, I am using Storyline 360 v3.24 and Chrome v.72.0.3626.109.

I have attached the zipped published web files as well as the Story file. I was hoping you could take a look at it on your end.

Your assistance is appreciated.

Hi Phil,

I tested your course by opening the story.html file locally and was able to see the first introduction screen and it advanced to the next slide, but it didn't advance beyond that. Also, there was no audio in Chrome ver 71 or 72. I also see a few other users ran into an issue where audio is not automatically playing when the slide is set to advance automatically in Chrome ver72. 

If you need folks to access the content locally, I'd look at publishing for CD/local source and provide that zipped folder to your clients as well as uploading a version to the web server or LMS. Viewing content that was published for web/LMS locally is known to cause odd behavior as learners run into security and browser restrictions. 

Thanks Ashley, we'll look into that. One final comment, any ballpark idea on when SL4 will be released?

We are experiencing audio not playing in not only in preview/publish mode.  It works fine in a standalone*mp4 file.  We also have issues with the video not playing when we design with or without triggers.  We did log a case for the audio 01702169 and attached our project to the case.  We are not in any browsers as previous customers have mentioned.  We are running Storyline 360 version v3.24.17733.0

We are under a deadline and need any help for a workaround.  Thank you! 

Hello Geneviève,

I see that you are continuing to work with our support team as well and you're in great hands with Cleo :)

Hi, not sure if anyone still needs help with this, but we figured out a way to solve it when it started happening to us. As someone said above, yes, it appears the audio files are getting corrupted when you publish to the Web. To fix that, when you go to publish, under Properties go to Quality, then to Audio, and on the audio bar slide the bitrate to the highest on the bar. This fixed it for us! It was even evident when we inspected the file. You open the story_content folder, then look at the .mp3 files. They should be normal sized files. I compared it to the corrupted one that wasn't working, and the .mp3 files weren't even there.

We came across this issue when doing a Russian translation.  Our fix was the language font in the title of the course.  Storyline did not like the language used, so it would refuse to publish out the audio files, making them 1KB in size.  Our solution was to remove the Russian text in the title and it published out just fine.

I'm having a problem where sounds play OK when published (review and web) but don't work in Storyline. There is no sound in design and preview mode.
I tried reinstalling the program but it didn't help.

Hi Karmela!

Thanks for letting us know what you already tried! Reinstalling Storyline was a good start. Since you're still having trouble, I'd like our Support Engineers to take a closer look.

If that works for you, please send your Storyline file to our team by clicking here. They'll delete it when they're done troubleshooting.

Don't know if anyone is still following this thread, but ... just in case.  I'm using "Presenter 360" on Windows 10 ... and have a maddening situation similar to those shared above!!  

I have a 52 min runtime course that is mostly based on PowerPoint that includes six videos.  The videos have been working fine; my audio for the slides works fine; Articulate seems to dislike my terminology in the "Menu" very much and continues to change the menu, usually after 2-3 successful publishes.  However, the most horrifying unkown is: 

The audio track on my videos just randomly cuts out!  Sometimes a little here and a little there; sometimes the entire middle 1/3; sometimes just a few seconds ... and when it does drop audio, it also cuts off the last 20 seconds or so of the video all together.  

Then, I can republish, upload to SCORM Cloud again, and it works.  Then I edit my Menu AGAIN, maybe fix a typo, republish, upload to SCORM -- never having touched the videos, and they cut out in different places!?!  

At first I wondered if it was because I was on a wireless connection and maybe it just dropped some data during the upload so I plugged in my network cable ... and that time it didn't lose audio!  Ah hah! I've solved it, but .... then the next time, I rebooted the machine, didn't even open email, kept the network cable plugged in, and ... audio is cutting out again!?!  Menu reverted back to an edit that held for 4-5 publishes?!?  

As fabulous as this software is, I'm beginning to hate it!  

Any ideas how to improve the consistency???  Anyone know what's triggering these behaviors??

THANKS for any suggestions.  Hopefully someone has solved these issues ahead of me.  

Cheers!