Error trying to import video with Presenter

I get a complete failure error message every time I try to import a video into my presentation using Articulate Presenter.

The video is a .wmv that I extracted using "Save Media As ..." - Presenter recognizes it as a video and starts to import it, then I get the fail and Articulate error message about sending a report.

I have restarted my computer as well as PowerPoint, and I copied the .pptx to a new file, and also tried re-extracting the video. I have made sure there are no pending Articulate updates. No luck.

This is for an enterprise-wide course and I am on a critical deadline for it (of course). 

4 Replies
Leslie McKerchie

Hi Marilyn,

Thanks for reaching out and sharing what you are running into with your project file.

Are you importing the video via the Articulate tab in Presenter 360? As you can see in that documentation, .wmv files are valid file types.

Are you able to add the video to a new Presenter file or able to add a different video successfully?

I'm not sure what you are referring to when you mention re-extracting the video file.

If you could share your Articulate Package and .wmv file, I'd like to investigate what's happening. You can share it publicly here, or send it to me privately by uploading it here. I'll delete it when I'm done troubleshooting.

Leslie McKerchie

Hi Marilyn,

I do not see the responses that you mentioned, but I do see that you submitted a support case and your files so that I could take a look.

I was able to experience an issue when adding your video to your course as well as when adding to a new file. I'm able to add other videos successfully.

I escalated your support case to a support engineer to take a closer look and work with you 1:1.

It looks like your email signature came through when you replied via email. You can remove that if needed by clicking ‘Edit’ beneath your response. Here’s a quick Peek video if you need help.

Marilyn Freedberg

I had put responses to your original email in my reply, next to each comment/question. I didn’t know I needed to copy that in when I uploaded the files.

I said that I tried the things you said and none of them worked. And answered your question.




Marilyn Freedberg
Senior E-Learning Consultant
Learning & Development
510.325.3785 (M)