Problems adding media since update

Jul 03, 2015


 We  recently updated our Articulate 13 suite to the latest version  Update 5 - Build 1412.920 (12/11/2014)  Since the latest updates we can no longer seem to add any video or audio to any of our content.

If we try to add any video (in correct format and videos that have been added before prior to this update and also successfully in  Articulate 09) every time the standard Articulate Engage Error Report box appears stating ‘We’re sorry, something went wrong…..’. This happens if try to add any kind of video to any kind of interaction or if added direct through presenter via the Articulate ribbon.

I have successfully added a Articulate 09 engage slide that contains video to the presentation (after it was automatically updated) and this previews fine but once I try to edit the interaction (either directly through Presenter or from the Engage file) the Engage/Presenter Error Report box appears and unable to proceed.

This happens in for any brand new presentation, or trying to update an existing presentation containing video and happens for all video files attempted (different extensions tried – mp4, mp3, swf, flv).

Similarly with audio, we can no longer add any audio file to an interaction, it appears to add the file but no audio is present (mp3, wav, mp4, aiff) . Again this happens with all interaction screens and all different audio types. No error report box appears, just no audio added.

Both our video and audio issues have been tried working directly from C: and from shared drives both with the same result. All files and folders are within the allotted character range and don’t contain any special characters.

We work in an organisation where it is pretty strict with security and restrictions, as a standard user we are locked down and many of the system permissions are taken away from us.

Any ideas or help would be greatly appreciated.


2 Replies
Ashley Terwilliger-Pollard

Hi Mark,

Since you're unable to add in any video files or audio files, I'd begin by conducting a repair of the software as it seems something occurred to your software as a whole, possibly during the installation process. Please also make sure that you're adding those files using the Presenter ribbon vs. the Powerpoint options. 

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