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IDHeatherV
Participating Frequently
October 24, 2017
Answered

No Audio-Captivate 9

  • October 24, 2017
  • 1 reply
  • 472 views

Hello!

      My organization uses Captivate 9 to create eLearning for 35,000 employees across 4 states. We recently released a system-wide module in our LMS SumTotal, and, while 10,000+ people have had no problems, we've had a couple tickets trickle in regarding not being able to hear any audio--video or narration. Oddly enough, users can hear audio in other courses developed in Cap 9 and deployed in our LMS, Youtube videos,  Pandora, etc., so the problem doesn't seem to be user-error.

      Have any of you come across a similar situation? Everything else seems fine, but, randomly, you get a snag like this? Our development process is pretty standard, so I doubt there are settings differences. I could be wrong though (it's happened before...); are there any settings I should check?

      Thanks for any help! 

This topic has been closed for replies.
Correct answer RodWard

Ability to hear audio and view videos depends on CODECs (Compressor / Decompressor algorithms) that are required to decode the file formats.  It's possible that the affected users may have browsers without the necessary codecs and that would cause the issue.  Worth checking up on for sure.

1 reply

RodWard
Community Expert
RodWardCommunity Expert
Community Expert
October 25, 2017

Get the affected users to tell you which specific browser and browser version they are using.  I have seen several similar issues reported on this forum and I'm beginning to believe this issue is related to a browser security update of some kind.  Something seems to be getting turned off by the update.  Adobe has been silent on the issue, but your users may be able to show some commonality between browser software or versions that will explain this.

    I
    IDHeatherVAuthor
    Participating Frequently
    October 25, 2017

    Thanks for your quick response, Rod!

    I will send feelers out to my organization and see what is going on with browsers and/or browser updates. Oddly enough, since my post one of the people with the problem can now somehow hear everything. I don't know if my organization forcefully updated something overnight or what. It's odd though.

    I will come back and mark this as Correct once I test this. Thanks again!

    RodWard
    Community Expert
    RodWardCommunity ExpertCorrect answer
    Community Expert
    October 25, 2017

    Ability to hear audio and view videos depends on CODECs (Compressor / Decompressor algorithms) that are required to decode the file formats.  It's possible that the affected users may have browsers without the necessary codecs and that would cause the issue.  Worth checking up on for sure.

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