embedded mp3 issues macOS

[ilan0101]

Having same issue I think.  Embedded mp3. Works on SOME macOS devices and not otheres.  No pattern to specific macOS gens.

Embedded mp3 clicked: No prompt when clicked.  Icon disappears when clicked.  Tried with several different icons, including no icon.  Same thing.  Tried optimizing PDF: same. Checked permissions.  Checked that quicklime is default player for mp3 files.  Tried the same files outside of Acrobat Reader with no problem, but they didn't work in the document. 

Here's the only thing that worked: I was able to get a customer to embed THE SAME mp3 I provided in their Acrobat Pro. That file, which mind you is the same file as the one I embedded, worked fine.

I have a screen capture video I can share with qualified tech.

Hoping there's a way to resolve this issue soon!

[Test Screen Name]

Please give the exact app in use and exact version (not latest) for a working and failing system.

[ilan0101]

Thank you for your reply, but this is exactly the issue.   The PDF I'm selling seems to work fine sometimes but not all the time on macs. 

I have customers with High Sierra, Mojave and Catalina that worked fine, and others which didn't. 

Spent several hours with very helpful apple support but they're stumped. 

I'm sorry I'm unable to give more precise context. 

[Test Screen Name]

So, the chances are this is app related. Please give the failing app and version. As I'm sure you know most Mac users won't even download Acrobat Reader unless heavily prompted, but will use the built in Preview; and sometimes sweat they are using Reader still! Also multimedia changed radically just this year in Reader, to prepare for the demise of Flash Player.