The audio stopped working in-between course on iPad

Hi Libby,

Thanks for sharing the video, and that demonstrated how it's not working on a Resume, which is an issue our team is looking into. In that instance, we've seen it only while resuming and if you're using the Safari browser, have you tried any other browsers such as Chrome?

You also mentioned from the first viewing that's it's not playing any audio, and it's inconsistent between devices? I understand if you're not able to share your file, but since it's the best way for us to demonstrate the problem and document a defect, we'd happily accept a .story project or link to the course shared here privately if you change your mind. Our team can also sign an NDA if needed.

We'll keep you posted on the issue I mentioned about resuming a course, and I'm sorry for the problems it's continued to cause. 

Facing the same issue. Please let me know if this is fixed?

Hi Vaibhav!

We'll want to grab a few details to understand exactly what you're running into!

Here are a few troubleshooting questions to get us started:

• Which version of Storyline are you using? 
• Which iOS version are you using?
• Are you seeing this with every course or just one?
• Are you viewing the course in Safari or another app?

Once we gather more information, we'll be ready to investigate further!

We are experiencing something similar (inconsistently).  For us, the audio and closed captioning work fine initially and then if we briefly get called away to another task (even if briefly for 5 minutes) and resume (even without ever exiting out of the course), the audio and closed captioning will occasionally no longer work (not consistent but has occurred in a variety of tests with different users, and different iPads). Additionally,  the audio volume button does not appear when using the iPad.  
Storyline 360 v 3.40
iPad: Software Version 13.5.1 
Safari 

With the same course, this does not happen on a Samsung Tablet.  Any insights would be greatly appreciated. 

Unfortunately, on the iPad, this is not browser specific and experience with Safari and Chrome on an iPad.  While I am not able to share the Storyline file at this time, I was able to share the video with your team privately to showcase what we are experiencing. 

Hi Ashley. Thank you for sharing that with our team!

You're in skilled hands with Cleo, and I'll follow the troubleshooting along!

I have the exact same issue, exporting from the latest Storyline version to date (Oct 2020).

We can't control which Safari version client is using to view, but they assure us it's the latest as well.

Has anyone been able to solve this?

Hi Linda!

It sounds like you're also noticing the audio stops working in courses displayed on an iPad using Safari. We're happy to help!

We've found multiple factors that can affect the audio on an iPad! A few of the factors are the iOS version, type of iPad, the website where the content is hosted, or even the Safari itself. Have you tried using Chrome on the iPad?

The quickest way we can help is in a support case! You can upload your file to us by using this secure upload link. We'll let you know as soon as we receive the file and reply with our findings. We'll also delete the file after troubleshooting!

I´ve noticed that IOS stops the storyline course, it pauses the timeline suddenly & randomly.

It runs back when you switch between apps. Not a real explanation on how it does that.

Hi, Paul.

Let me ask you a few questions to help narrow down the issue:

• Are you experiencing this behavior on multiple devices?
• How was the course published (web, LMS, Review 360)?
• If it's hosted on a Learning Management System, are you using the LMS's app or viewing it through a browser?

If you can share a sample .story file with our support team, we're happy to help you troubleshoot!