Forum Discussion

LCandeias's avatar
LCandeias
Community Member
3 years ago

Video freezing randomly

Hi all,

I'm having a problem with random freezing of my scorms created in SL360, then I've started to trubleshoot and this were my findings:

 

Project content

- Slide 1 - is the Menu with triggers for the other slides

- Slide 2 - have webdesign and a Vídeo with 20 minutes total

- Slide 3 - have webdesign and a Vídeo with 8 minutes total

- Slide 4 - have webdesign and a Vídeo with 8 minutes total

- Slide 5 - have webdesign and a Vídeo with 20 minutes total

all the vídeos have the slide duration

 

Problem

When i or other user try to see the scorm in a LMS it pauses randomly than about 10s (or more) later it resumes, normaly in the last slide

 

Troubleshooting

1. when i play the scorm only in my browser... it doesn't pause

2. I've tried in other LMS, like storm cloud and talentLMS... the freezing continues

3. when the videos pauses the rest of the slide continues to operate, such as bottons and other stuff...

4. i've tried Edge, Chrome, Opera and Firefox... the ramdom pauses continue

5. i've tried to edit the scorm file and switch the video files for the originals... the pauses continue

6. i have tested the vídeo and is not corrupted... MP4 H264 with bitrate 4 and fps 30

7. since the problem normally occurs in the last video, I´ve tried to put this vídeo in all the slides... it pauses only in slide 3 and 4

 

Please, help me... because, for now, the problem seam's to be Articulate related, and i don't want to change... the articulate file is over 2Gb so i couldn´t attach it

storyline 360
  • MCostaStienstra's avatar
    MCostaStienstra
    Staff
    3 years ago

    Hi, Matthew.

    Do you have access to the application where the video was created? If so, you can also try re-encoding it to a different profile/codec. 

    Since this is a very long video, can you try splitting it into smaller videos to see if the issue is related to its length? 

    I completely understand the internal restrictions and confidentiality. As Joe mentioned, our Support team can sign an NDA, and they’ll delete the file once they are done troubleshooting. If that works for you and your IT department, just let us know!

  • MatthewHolmes's avatar
    MatthewHolmes
    Community Member
    3 years ago

    I have access, what does this mean, 'you can also try re-encoding it to a different profile/codec'?

    Thank you for the reply. I have split the recording in numerous ways and we still see the error at the same point in time 21:33.

    With regards to our IT, they may take a few years to respond. :)

  • MCostaStienstra's avatar
    MCostaStienstra
    Staff
    3 years ago

    Hi, Matthew.

    Most video editing software (for example, Adobe Premiere, Camtasia, etc.) will allow you to choose the codec (a standard for the compression of the video file) and/or profile (which adds specifications for the codec) when publishing the video file.

    Since you can't use HandBrake, I was wondering if you could try choosing a different publishing option from the original software.

    Let me know if you have additional questions! 

  • MatthewHolmes's avatar
    MatthewHolmes
    Community Member
    3 years ago

    Hi Maria, 

    I split the recording before the video paused and this worked. I built the recording using Camtastia, so will look at the codec options. For long Articulate recordings, which should I use? 

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