Playback not working on Encoder, help!

Hi Maurine,

Are you able to attach a screenshot of what you're seeing? Or if you'd prefer, you can open a ticket and send us the video you're having trouble with so we can help troubleshoot.

Thanks!

Hi Peter,

Our IT staff disabled the klite pack and had it downloaded again.i restarted my pc and then the playback became enabled.I have edited the begining and end of the video and clicked on publish so im waiting to see the outcome.Yesterday i clicked publish but it indicated a time frame of 6hours and i was about to leave work so i closed encoder.I have clicked published and it indicates a time frame of 8hours.Im not sure why it has to take that long to publish.I have published a file before and it took just a couple of hours.

Thanks

Maurine

Hi Maurine, 

That sounds like far too long a publish time. How large is the video? 

You'll also want to be sure you're following some basic rules to prevent strange behavior:

• 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.

Hi Peter,

The file size is 670MB.Thanks for the tips.I have saved the file in C drive and the output time is pretty much the same and im kind of worried. I published as large versus medium or small.Does it matter which size i publish in?

Thanks for your usual assistance.

Maurine

Hi Maurine, 

I'd actually recommend opening a support ticket. You can include the problematic video(s) and we'll be happy to take a closer look at why this is happening. 

Please leave me your case number after you receive one, and I'll make sure it gets into the right hands

Thanks!

Hi Peter,

I just did and the case number is 00332713.

Thanks so much for your help.

Maurine

Thanks so much, Maurine

We'll take a look and get back to you ASAP.

ok, thanks

Hi Maurine, 

I've been following your case and hope that Jayem's suggestion to use Handbrake to re-encode and edit the video will work for you. 

Best of luck with your project, and really sorry for the inconvenience this has caused

Hi Peter,

Thanks for following up on this.Jayems suggestions worked and the video works fine now.

However, i have another issue as i have published both courses to lms and saved on drive c but when i click to view presentation output,  file is blank.The player file is also blank.Am i missing something? I have the Adobe flash player downloaded on my computer.I have published files before with no issues.I tested the file on lms and it didnt work either, i had an error message.

Any suggestions are welcome.Should i submit this as a new case? I emailed Jayem and also awaiting a response.I restarted my computer yet it didnt work.

Thanks for your help.

Maurine

Hi Maurine

Glad the videos are working now, but sorry for the new issue. 

Can you confirm that you have in fact uploaded the course to its intended environment? If you view a published Presenter '09 presentation on your local hard drive or send it to someone else to view on their local hard drive, you'll encounter security restrictions from the computer, web browser, Flash Player, and network that'll cause various features of your content to fail.

I just posted this as a new post titled  'Published files don't play'

Hi Peter,

I have republished the course for LMS and saved it on my local drive C but same output.Yes i encounter security question 'IE restricted this page from running scripts or active X controls.Do you want to allow blocked content?' I clicked yes as i normally would but it still shows a blank page.

What else can i do?

Thanks Peter

Maurine

Hi Maurine, 

What happens when you view the course through Tempshare? Do you have any issues there?

Thanks!

I got the message 'sorry we were unable to publish this file'. Let me try to replublish and save it on the network drive and then upload if that works.

Stay tuned.

Maurine

I republished but it didnt play and got the same message when i tried to upload on tempshare:-(

Sorry for the trouble, Maurine. 

I'd go ahead and follow up with Jayem directly through your case emails. He'll be able to better assist you since he already has your files. 

Thanks!

He doesnt have my articulate files.I am uploading the file now to be reviewed by Jayem.

Thanks for your help,

Maurine

Thanks, Maurine

I created a test project and published it and when i clicked on 'view presentation' it played just fine.When I clicked on the player file, it also played fine meaning its not an issue with my pc, settings  or the lms.

Now im wondering why the  two projects i created wont play.

Hoping to hear back from your team soon.

Thanks

Maurine

Hey Maurine!

Looks like you and Jayem have been able to narrow this one down to the large size of the video. Our QA team is working on it, and I'll continue following along. 

Really sorry for the trouble here, Maurine Thanks for your patience. 

Thanks Peter,