Today (4/16/18) I republished some courses (minor edits, no changes in settings) that are no longer playing the audio when viewed from a browser or from the Storyline output. The old versions played fine a couple weeks ago and the new versions play fine in Preview mode. I have 12 courses I just republished with this issue and the client needs them available ASAP. Help!

Hi Mark- That sounds frustrating. Have you tried the presentation in different browsers or platforms? Have you tried to copy the course file (to not lose your edits) and roll back your changes to see if the problem persists when published? Also, if you have any detail on what the edits were, it may help get to the bottom of this. Thanks, Jon

Hi Mark! In addition to what Jonathan suggested, I'd be curious to know whether the published output was hosted on a LMS or a web server and what browser you were using for testing. If you're still having trouble, you can always share your file with us here, and we'll help you test it!

I am having the same problem. To answer the questions posed...the output is Web. The only edits made were text and rollback doesn't solve the problem. I tested it on IE, Chrome and Firefox from my local folder and from my FTP server (which normally both work fine.) Same issue. So, I took a look in the story_content folder and noticed that the file size for all of the audio files is 1 KB. In other words, nothing is in them. When I try to play an audio file from the story_content folder, I get a Windows Media Player error saying the codec is wrong. But here's the kicker. I republished a different course that was working a couple weeks ago (didn't make any changes to it) and now it has the same problem. So maybe Storyline is corrupting the codec during publishing? I've put in a ticket with Articulate, but am sharing the file here.

Thanks for reaching out to us, Victoria. I see you also opened a support case (great idea!) and you're working through this with Renato. I'll follow along with your case and post updates here, as needed!

We are also experiencing this problem. The audio plays just fine in preview mode, but when published to Articulate 360 online, the audio does not play. I updated 360, but still experience the same problem. Is there, indeed, a problem with Storyline 360 corrupting the audio files when publishing? I don't dare publish to the LMS until this known bug is fixed.

Storyline 360 audio not playing when published

RayHandley-35f7
Community Member
4 years ago
I have literally just had the same experience with republishing some files today. They seem to publish out all audio file but only at 1kb (when I check the story_content folder - see attached screenshot). The audio here will not open in any Audio Program.

This is very frustrating and I have tried several different options but nothing is working. Does it have anything to do with file size or custom settings? The audio is short voiceover snippets so should not be causing any issue. It's now happened on four files that I have publsihed.
- LaurenConnelly
  Staff
  4 years ago
  Hello Ray!
  
  Thank you for providing a screenshot! I'd like our Support Engineers to step in to work with you directly. Can you share the .story file with us privately in a support case? We'll begin testing once we receive it and respond as soon as possible.
  - RayHandley-35f7
    Community Member
    4 years ago
    Thanks for the quick reply, Lauren. I was able to work out the issue. It never happened before but for some reason started happening with the latest version of Articulate. I was publishing my content to a shared drive. When it was published to a local drive the audio did output correctly. Not sure why this makes a difference, but it did work. If you still want the Engineers to investigate this let me know, otherwise I would deem this resolved. :)
AmyGtt
Community Member
4 years ago
I am also having an audio issue. I published my module to Review. I can hear everything just fine, but when slide 3.5 comes up, it's a short clip from a movie, some people cannot hear it. I'm thinking it's their browser or computer since it plays for some and not others.

Here's my file. It's the Ben Stiller movie clip.

https://360.articulate.com/review/content/b619b486-1aa3-4acc-9586-55e189f79efa/review
LeslieMcKerchie
Staff
4 years ago
Hi Amy,

I appreciate you sharing the link to your course published on Review 360. I took a look, but the navigation is restricted and I'm not sure how far into the course your video clip is.

I'd like you to share your project file with our support engineers to investigate what's happening with your permission. You can share it privately by uploading it here. It will be deleted when troubleshooting is complete.
LarryMcCallum-7
Community Member
2 years ago
I'm having this problem with Rise. As soon as the files publish to Review 360 (the only way to get them into Rise), the sounds disappear. The sounds used to work via this method, but no more.
JohnMorgan-c50c
Former Staff
2 years ago
Hi Larry,

I'm sorry you're having this issue! Just to clarify, is the issue you are having with Rise 360 or Storyline 360?

Looking forward to your response!
- LarryMcCallum-7
  Community Member
  2 years ago
  John, the problem appears to arise when I publish to Review 360. At that point (and when I test the interactions in Review 360), the sounds are gone.
  
  However, I should add that the sounds sometimes do "show up" -- fleetingly -- on the interactions in Rise, but then are gone again.
  
  I doubt you're able to access this, but this interaction is supposed to have a click sound accompanying the mouseovers:
  https://360.articulate.com/review/content/f2f8e5af-c251-4301-8a16-6a5432f7f473/review
  
  Larry
  
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EricSantos
Staff
2 years ago
Hi Larry,

Thanks for the additional information! I tested the Review 360 course and heard the clicking sounds when hovering over the steps. Here's a quick recording of my tests.

Kindly check if you have the latest browser version and if JavaScript is enabled. This article has details on Review 360's browser support:

Review 360: Browser Support

Just a reminder that your contact information came through with your post. This brief Peek video shows how to edit it if you like!

Let me know if the browser changes will help!