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360 slides display black screen in Chrome and Edge

New Here ,
Feb 23, 2021 Feb 23, 2021

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Hello,

 

I am excited to get my captivate 2019 software installed and just finished my project. However, when I publish the project, I got a black screen when browsing in both Chrome and Edge. Can you pls help? If so, that would be great. Your help is greatly appreciated.

 

  1. The project can display in Captivate and preview.

 

qianli1111_0-1614092931691.jpeg

 

 

  1. I published the project. When double clicking on index.html to review the project, I got a black screen.

 

qianli1111_1-1614092931694.jpeg

 

 

  1. The browser is supporting WebGL.

 

qianli1111_2-1614092931700.jpeg

 

  1. I published the project as HTML5.

 

Thank you so much for your advice in advance!

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correct answers 1 Correct answer

Community Expert , Feb 23, 2021 Feb 23, 2021

Try to upload to a webserver?

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Community Expert ,
Feb 23, 2021 Feb 23, 2021

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Try to upload to a webserver?

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New Here ,
Feb 24, 2021 Feb 24, 2021

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Thank you so much for the advice! I appreciate it. I tried it today on the LMS, it's working well.

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Community Expert ,
Feb 24, 2021 Feb 24, 2021

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Please, mark the answer as being correct!

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New Here ,
Feb 24, 2021 Feb 24, 2021

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I just marked the answer as correct. Thanks again!

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New Here ,
Jan 25, 2022 Jan 25, 2022

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@Lilybiri Hi there, i am having a similar issue, where the black screen shown in this post occurs on apple devices only. Can you advise me how i might fix this..? Preview works fine but when puplished in HTML5 and uploaded to LMS on apple devices the 360 slides show the above black screen and hostpots dont work.. thanks so much 🙂 

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Community Expert ,
Jan 26, 2022 Jan 26, 2022

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As Apple device I only have an iPad, and 360 slides in a Captivate project do play fine. 

Do you have the same problem when checking out with one of the included 360 projects in Captivate? If those play fine, you need to check the 360 assets. If not, you need to check what is used to display 360° images/video on that device. 

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Community Beginner ,
Jul 20, 2023 Jul 20, 2023

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Can you add a bit more detail about what's involved in "check the 360 assets?" And "check what is used to display 360 images." The 360 assets are spherical JPGs and so far as I can tell identical to what is in the demo. I'm using a free trial and I've only got 8 days left 😞

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Community Expert ,
Jul 21, 2023 Jul 21, 2023

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You are not the author of this old thread. Can  you play the example projects? If yes, something is wrong with your images. 

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Community Beginner ,
Jul 21, 2023 Jul 21, 2023

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Yes, I can play the example projects. What sort of things could be wrong with my images? They're straight up PNGs so far as I can tell - generated in Cinema 4D.

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Community Expert ,
Jul 21, 2023 Jul 21, 2023

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What size are the images in pixels?

What bitdepth?

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Community Beginner ,
Jul 21, 2023 Jul 21, 2023

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4000 x 2000 8bit

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Community Expert ,
Jul 21, 2023 Jul 21, 2023

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Try opening them in a graphics editor and saving as JPGs to see if that works better.  If your images are spherical photos, PNGs would be a lot larger in file size than JPGs.

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Community Beginner ,
Jul 21, 2023 Jul 21, 2023

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I saved them out in PhotoShop as JPGs and reduced the size to 1920 but everything is still black. 

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Community Beginner ,
Jul 21, 2023 Jul 21, 2023

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Could it be a Mac thing?

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Community Beginner ,
Jul 21, 2023 Jul 21, 2023

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My default browser is Safari

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Community Expert ,
Jul 21, 2023 Jul 21, 2023

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Please try another browser, Safari is for sure not the best choice. Chrome and Firefox are both available for Mac users.

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Community Beginner ,
Jul 21, 2023 Jul 21, 2023

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Yes, the preview performs much better in Chrome. How do I set the localhost preferences - so that it uses Chrome instead of Safari? Is that an OS-level choice, or does it happen in Captivate?

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Community Expert ,
Jul 21, 2023 Jul 21, 2023

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You need to change the default browser in your OS. I am Windows user, but I am sure that this is also possible on a Mac system. It is mostly in the settings of the Browser. Of course Apple imposes Safari as default browser but that may not always be the first choice. I do have an iPad Pro and on installing I immediately changed it to Chrome.

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Community Beginner ,
Jul 21, 2023 Jul 21, 2023

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There is a disconnect in the Publish routine. I can publish and then choose to see the output, the project plays fine in localhost. But if I navigate to the published folder and load the index.html file, everything is black again. Also, there are no images in the VR or AR folders in the published folder's hierarchy. I publish using the defaults. If it works in localhost mode, shouldn't it work in the published folder?

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Community Expert ,
Jul 21, 2023 Jul 21, 2023

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Most HTML output is always meant to be viewed when uploaded to a webserver (or a LMS if you have enabled Reporting). Do not expect it to be functional when trying to double-click the index.html file in the output folder. The only moment where this is fully functional is immediately after publishing when you get the invitation to view the output. Please upload the output folder to a webserver and check using its URL.

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Community Beginner ,
Jul 21, 2023 Jul 21, 2023

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Thank you for being extraordinarily patient with my newbie issues!

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Community Expert ,
Jul 21, 2023 Jul 21, 2023

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LATEST

Patience is my second name... have been a professor in a previous life.

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