Audio and other issues with Review after iPadOS update
Oct 16, 2019
By
Jeff Foster
Just wondering if anyone else has noticed audio and other issues with courses published to Review after updating with iPadOS. On my iPad Pro, the courses show but the audio is intermittent. Also noticed that AMP does not present itself as an option when course published with AMP checked. My company iPad Pro is currently not updated due to policy and all works as advertised. Also courses run fine on a PC or Mac. I have courses published in just HTML-5, Flash with HTML-5 Backup and AMP and problem seems across the board. Also curious if my home Wi-Fi / Internet could be the culprit which is only place have tested my personal iPad pro.
19 Replies
Hi Jeffrey,
Sorry to hear you're coming across audio issues with your course! Can you confirm you're in the Safari app to view your course using an IPad with iOS 13.1.2?
If so, you've come across a bug that we've encountered as well. We're working through this, and I'll pop back in here to let you know as soon as I have an update.
In the meantime, can you try using the Chrome app and see if it helps?
Yes indeed. It was Safari. Thanks and good to know. Will give Chrome a go.
Jeffrey L. Foster
Glad Ren got you in the right direction, Jeffrey.
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Hi -- I just signed in to see if anyone else is having this issue. I'm testing modules that we've just published to a Moodle LMS. On my iPad Air 2 with the latest update (iOS 13.1.2) in Safari I'm having constant audio problems. There are numerous modules, some using the "modern" player and some in the older player (published in HTML5 with Flash backup).
I'm not finding these problems on my PC in Chrome, Firefox or Explorer.
I'll also test in Chrome on my iPad, but many of our users will access the courses in Safari. Is this something you're looking into?
As you can see they are looking into it. My iPad Pro auto updated to 13.1.3 over the weekend but the issues remain. Luckily our student population runs their programs on iPads that have not yet updated to the latest iOS. (Company restriction). This could be a huge issue for us. Going through Chrome on the iPad works, but again trying to steer clients/students to this is awkward since the LMS apps are Safari-centric.
It is great to see the staff is aware of this issue. We have created 50 to 100 courses, over the years, using Storyline. This is happening with iPads using the newer OS (13.1.2 and 13.1.3) on Safari. Older iPads are not effected. The Chrome browser does function correctly. This seems to be effecting imported audio files. We generally use WAV. Audio embedded in a imported MP4 is not effected. This also seems to be retroactive. Courses that that tested and played correctly in the past, are now effected. Lastly, there seems to be no difference whether you are playing straight HTML or if you are running as Scorm in an LMS environment. Please keep us posted.
We are still looking into and testing this issue, but I did want to mention a solution shared with us by another customer here.
Hi Leslie. Thank you for the quick response. This is a good temporary,
stop-gap solution. We will use this in-house. We have tens of thousands of
users. This isn't going to be our permanent solution. I posted to forward
what information we had in hopes it maybe helpful in finding the solution.
We are big fans of your product.
Good morning. Our LMS is limited to using AMP and Flash (we are in the process of updating) but the change to iOS 13.x.x is problematic, not only for the LMS but on Review as well. Luckily our clients are restricted from updating company iPads to the current iOS so everything before 13 seems to work fine. (Why is 13 such a bad number!!!). However, if a client was to try to access courses with their personal iPad they run into problems if they have the update. This is also an issue if accessing Review. My personal iPad Pro has the update to the latest iOS and I tried the SAFARI "Request Desktop Website" fix from Leslie and it worked with our LMS and solved the Review issue. I have attached a graphic to this note that shows how to do this.
I understand, George. Thanks for sharing your thoughts.
Thanks so much for your feedback and those instructions, Jeffrey.
Hi all, I’ve experienced issues recently where output from Storyline 360 will not play audio on iPhone only. It works on PCs, Macs, iPad, Android, but just not iPhone. Has anyone experienced anything like that?
Hi, Jay. So sorry you're running into that!
We haven't seen reports of audio not playing on an iPhone with iOS 13, so I'm glad you reached out. A few key questions to help us investigate:
Hi Everyone,
I wanted to share some good news!
We just launched the newest version of Storyline 360 (Build 3.34.20804.0) this morning, which fixed audio issues for iPadOS 13 devices.
The next step is to update Storyline 360 by heading to your Articulate 360 desktop app and clicking "Update" next to Storyline 360.
As always, we are happy to answer any questions you have by posting in this discussion or you can contact our Support Engineers directly.
This still shows issue in audio playing in iPad 13.2.3
Hi SibaPrasad,
Sorry to hear you're still coming across this issue! If you've updated to the latest version of Storyline 360, we'd like to connect with you with one of our support engineers to see if we can replicate the issue using your file and help troubleshoot the problem!
Hi, I'm using Storyline Version 3.37.21 and having issues on iPad 13.3.1.
We published two modules to the Reviewer the same way, and one works perfectly, and the other does not play audio. I wanted to see if there was any more recent news on this, Thanks.
Hi Chris,
Thanks for reaching out and letting us know you're coming across some issues with audio in Update 37!
Are you using Safari as the browser, and can you connect with our support engineers so we can take a look at the specifics of the file?
Hi Ren, I just wanted to give you and the community and update. It turned out the source of the audio problem was muting the alarm on the ipad.
Doing so would still allow things like youtube videos to play with sound, so we didn't originally think it could be connected. But through trial and error, we found that un-muting the alarm restored reviewer audio. Go figure...
Thanks so much for popping back in to share an update, Chris :)
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