Forum Discussion
Users unable to view mp4 videos in Safari
We have discovered that our learners cannot watch videos in our e-learning courses when they are using the Safari web browser.
Our courses are created in Storyline 360, exported as SCORM 1.2 and hosted on our LMS. Learners using Safari can open and navigate through the course. When they reach a slide that contains an mp4 file, they see a black rectangle instead of the video and the timestamp reads 00:00/00:00. They are unable to play the video.
Users accessing the course on a Mac, but using Chrome are able to view the videos. Any advice much appreciated. Thanks.
I haven't experienced this recently, but there was a video playback issue when Mac released Ventura OS and Safari v. 16ish. Were these courses published prior to the April 2023 fix for this?
Some of the courses were published prior to April 2023, but most have been more recently updated. I'm not aware of this fix, could you please direct to towards some information about it? Thanks.
Hi EleanorMartin-6,
Thanks for reaching out!
Just to confirm, are you currently running Ventura OS on your Mac computer with the latest version of Storyline 360?
If not, I'd recommend that you check that you are up to date on all the latest updates:
- Here are instructions on Apple's support site for installing updates for your device.
- You can ensure you're running the latest and greatest on the Articulate 360 Desktop App by following these steps.
The next step is to republish your courses and re-upload them to your LMS. Please let us know if this does the trick!
If you're still having trouble, feel free to share your file(s) with us. Please upload your .story file to this thread or privately in a support case when you have the chance.
Looking forward to hearing from you!
