Videos not playing in published course. HELP!!

I'm having the exact same problem. Have had exactly 20 emails (No Kidding!) back and forth with Articulate Tech Support and they are well-meaning but just send me documentation of how things are supposed to work all so well... but no solution for me. 

I just cannot get this to work. Extremely frustrating.
I just updated the Storyline 360 software. I published to LMS which for me is NEO.  I tried running the file on my LMS.
On my PC laptop running Chrome, yesterday only one out of four videos played. The video that played happened to be the one that I myself uploaded while all the videos from the Articulate Content Library failed to play. I republished yesterday and all videos played correctly, just once, in the LMS. I closed the browser and started over and in my LMS, only 3 of 4 played.

The results also did not calculate the scores correctly: I took my quiz responding to get 66%, which does show up correctly on my results slide, but the LMS reported a score of 100%.
And this is just me testing it on my computer. My students will be using iPads.  A few days ago I tested my Storyline file that I had published for LMS, using an iPad, and only one of the four videos played correctly (again, the one I had made myself). All were coded the same in the Storyline software - play automatically, etc.

If I can't get this fixed, I won't purchase the subscription.This is a big deal to me because I was hoping to begin a business centered on using Storyline to create SCORM for use with LMS and users with iPads, particularly.

I'll attach my zipped file for you to look at. 

Slide 1.4 should be False; 5 is True; 6 is False.

https://drive.google.com/file/ d/ 0B01QMpEkkogXWVpBTmthMWhVcXM/ view?usp=sharing

Can't get the link to work - page cannot be reached

Sorry... https://drive.google.com/file/d/0B01QMpEkkogXWVpBTmthMWhVcXM/view?usp=sharing

Hey there folks,

I am having the same problem.  I am on a Windows 10 Desktop.  My course content and video files are saved locally with a short file folder path.  I have tried AVI/MP4/WMV in powerpoint and I can play the video no problem in PowerPoint but when I publish it or preview it in Articulate it doesn't work.  I have reinstalled the entire Articulate suite to see if that would help - it didn't.  I have also checked for updates, there are none.  My current version of Articulate 13 is update 9 1702.2417.

I would prefer not to post video here...please email me for PM.

Sorry you're getting hung up, Joanna! It sounds like you've already done quite a bit of trouble hooting on your own, so let our team take it from here. Could you send us your Articulate Package privately through this link? 

I am finding a similar problem, but it is with consistency of playback. I have a video in a course set to play automatically when the user reaches the second slide -- it plays most of the time, but sometimes the progress bar just moves forward without the video playing. If the user scrubs the progress bar, it immediately starts playing as it is supposed to, but not everyone knows to try that. This happens in both Articulate Review and in our LMS. The course is set to open full screen and the story size is 960 x 540. Storyline 360 latest version. HTML5 playback.

Hi Will and Kim, 

I took a look at Joanna's case as the most recent post here, and since you're both using Storyline and not Presenter it's likely different (she wasn't inserting the videos through the Presenter tab, but through Powerpoint which is likely the cause of her issue). 

Will, what browser are you viewing the videos in? The automatic playback is something that we've seen recently in Safari.  

• If you're using another browser, could you share a bit more about that and a link to your course in Review?
• Also what settings have you set up for the videos playback - I assume you're using the Video properties of start automatically or a trigger to play when the timeline starts?
• Is it only on this second slide that the video doesn't load? Does refreshing the browser cause it to play immediately? Are any other slides running into this?

Kim, I'm sorry to hear that, and I saw you did some initial testing of this issue with my colleague Eloisa. If you'd like to continue working with her to resolve the issue or help us understand the cause we'd be more than happy too. If not, I also understand that and I hope you have a happy Thanksgiving. 🙂

Regarding the browser, I am seeing this in Chrome and IE 11. 

Unfortunately it isn't really easy for me to share my course because it is internal facing. I would have to recreate it which I don't have time to do. Basically there is one intro slide that must be advanced manually, followed by a slide that contains a video filling the entire presentation area. The video starts automatically (Video properties). It uses the built in seekbar rather than the video controls.

To get the video to play, all the user needs to do is scrub the seekbar a tiny bit, or go back a slide and come back. But unfortunately some people don't intuitively try this trick.

By the way, my video has captions, so maybe the captions are the culprit?

The good news is that I think I did find a potential workaround for my issue with videos not playing on occasion.

Here is what I did:

I scooted the videos, set to play automatically, back one second on the timeline so they start at one second in. This seems to have fixed the issue, at least in my very limited testing. My theory (superstition?) is that it gives the code a little time before trying to play the video. Either that, or it is wishful thinking on my part. I'll let you know if I see the issue again.

Hi Will,

If you set the videos to not play automatically then they'll wait for a user input to play, but the slide timeline will still start.

The method you described of starting the video a second (or even half a second) into the slide timeline is something I've seen other users mention for audio issues where it's taking the browser/device/connection a bit of time to catch up with the loading of content. Another good method for testing that it to play it from a few different set ups and connections to see if there is a noticeable difference in playback. 

Hi there James,

Really sorry for the trouble you're running into. Is this problem happening after the course is published? If so, what web browser were you using?

Some recent changes in Google Chrome and Safari have affected how video autoplay is handled in Storyline 3. The articles linked there include steps you can follow to fix this issue.

Let me know if that helps, or if the problem is happening in a different browser. We'll keep digging if we need to!