Forum Discussion
Videos freezing randomly
Hi. I've been struggling with 2 videos built by a vendor that need to be included in our LMS. I created a Storyline 360 module with both videos added. They are each 30 min in length (I know that's not ideal for a number of reasons). The issue I'm having is with the videos freezing in random places. We decreased the size of the files to MP4s because the original MOVs were huge, but we're still having issues with random freezing.
I'm wondering if it is browser related - so far, the people seeing this behavior were using Chrome.
One thing the vendor brought up is the bitrate. Does anyone know if there is a maximum recommended bitrate?
Thanks
Hello, Brian. Appreciate you circling back with this update from SABA!
I've been keeping a pulse on Leah's case with one of our support rockstars, Renz, where I see he recommended to compress the videos further or to split them into smaller videos so they won't need any additional resizing. I'm going to share your LMS' findings with him so we can look into other approaches, as I would hate for you and your team to rebuild the project!
Also, Storyline 2 publishes Flash first with the ability to include the HTML5 output. I'm curious if the issue may lie in just the HTML5 output. Talk soon!
Hi, I'm also having an issue with embedded videos freezing at random times. I have not personally been affected by this issue, but it is being reported by some of our employees. We require them to use Chrome. I have attached the Storyline file for one of the affected trainings.
Hi there, Laura!
Sorry you're at this obstacle. I can appreciate that it's frustrating when only a few learners are experiencing freezing while you're unable to replicate the behavior on your end.
I'm also unable to reproduce any issues in the published output on SCORM Cloud/Chrome 75, but I won't give up until we sort what's happening! Let's see if we can find a trend:
- Where did you host the published output?
- What version of Chrome are the affected learners using?
- What happens when they view my published output link on their machine?
Hi Katie,
We're hosting the published output in a password protected directory on our website server. The version of Chrome used by an affected learner is Version 74.0.3729.169 (Official Build) (64-bit).
Thanks for this extra detail, Laura. Hm, this is a tough one! 🔎
To help us dig deeper:
- Next time you hear a report from another learner of this problem, could you share what version of Chrome they were using? If several folks are seeing random freezing on Chrome 74, then the source of the issue could lie there.
- Another thought is that the issue may be in how the .MP4s were encoded. I'm curious if re-encoding the video files could help – we like to a free video converting tool called HandBrake: https://handbrake.fr/
Let me know what you think!
By the way, it looks like you may have replied via email where your contact information came through. This Peek 360 video will show you how to edit it out if you'd like!
Thank you for the advice! I will try re-encoding with Handbrake.
Hi Katie,
I have a similar situation. An induction module built by a vendor in Storyline360 with approx 30min of video content within. These MP4 videos within Storyline randomly glitch and freeze. We cannot control what our 2500 contractors per year choose to use as a browser, they typically use Internet Explorer, Chrome and Safari (iPhone). Regardless, on my laptop (Lenovo T470s) the video freezing/glitching is still completely random. I'm using both Chrome 83.0.4103.97 and IE 11.0 to test.
Video compression is set to automatic, video quality (in publish properties) is set to '1' (lowest quality) and the videos have been cut into different scenes/slides so they are each approx 1-3 min long. These videos would have been encoded by Adobe Premiere Pro.
Your help would be greatly appreciated.
Thank you, Trav.
Hi Travis!
So sorry that the videos in your project are freezing! Let's get this sorted out.
It sounds like videos are freezing when viewing the course in a browser. Have you uploaded the course to an LMS or website?
We'll want to take a look at the affected file to determine a fix. If you're comfortable attaching your project to this discussion, please use the Add Attachment button. If you'd instead share the file privately, here's a secure upload link. We'll take a look and reply with our findings!
Came to this thread hoping to find a solution. I'm having the exact same issue with a video freezing when publishing to HTML5 and viewing in Chrome. Did anyone here ever figure it out?
Thanks!
Hi Claudia,
Thank you for reaching out!
I am sorry that you are hitting a snag with your project freezing on you. Is this issue happening in other browsers as well?
If you are comfortable sharing your file with us, we're always more than happy to help! You can share files using this private upload link here. We'll let you know our findings and will delete them after having a closer look!
I am also having an issue with a video freezing or cutting off towards the end. The mp4 is fine and I have replaced it a couple of times. I have also checked any trimming. Nothing. Any clues as to what is happening is greatly appreciated (this is the only slide I am having a problem with in a very large project).
Well, I found the solution (but I still am not quite sure what the issue is other than an encoding issue within the mp4 file). I went back to my raw video files and re-rendered and encoded that section. It seems to have worked. Weird. I have never had that issues before.
