Video Import Issues

Dec 04, 2013

I'm trying to import video into the Media Tour Engage interaction in Articulate 13. I am getting an error that says to make sure both Windows Media Player and Apple Quicktime are installed, plus any codecs. I have both applications installed. The video file is in a .wmv format.

11 Replies
Christine Hendrickson

Hi Mindy and welcome to E-Learning Heroes!

First, please try to make sure that you're working with a local project file and media file.

  • Work on your local drive (your C: drive). Working on a network drive or a USB drive can cause erratic behavior, including file corruption, loss of audio, and other unexpected behavior. 
  • You should also make sure the directory path to your project files and your published output is less than 260 characters (for example C:\Articulate).
  • Avoid using special characters, accents or symbols in your file names (this includes spaces and underscores).

Additional information regarding "Naming Files, Paths, and Namespaces" in Windows operating systems can be found in the following Microsoft article.

Also, make sure you have both of these codecs installed:

K-Lite Codec Pack Full (accept all default installation options): 

Media Player Codec Pack (deselect toolbar options during installation): 

If that doesn't help, can you share the full error message or possibly the video? I'd be happy to take a look.


Christine Hendrickson

Hi Mindy,

Thanks for trying! Sorry that didn't do the trick.

Are you able to play the WMV on its own, outside of Engage? If so, can you share the exact error you're receiving?

Also, maybe it would help to convert the video. If you have access to Replay, you can import the WMV file and publish it as an MP4

Hopefully that will allow you to add the media to your Engage '13 media tour interaction. 


Mindy Morley

I can play the video using Media Player. I also tried to import the video into Replay. Wierd thing is that only the audio plays when I do that, the video is black. Here is the message I receive when trying to upload to Engage. I also tried to import the video into a slide and it crashed Articulate. That asked me to send the details in to Support for review.

Christine Hendrickson

Hi Mindy,

Hmm - and you are working with the video on your local hard drive, right? That does sound just like something that would happen if it were located on a network drive, or something similar. 

Do you have access to another WMV that you could try out, by any chance? If another works properly, I wonder if it may be something specific to that video. 

How large is the video file? If it's not too big, you could try attaching it to the thread here. I'd be happy to download it and see if I'm able to use it in a project. 

Thanks Mindy :)

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