53 Replies
Lauren Connelly

Hi Dave!

Let's see why you're running into this speed bump!

The first thing that comes to mind is that your file isn't being imported from your local drive. All imports to Storyline should be from the C: drive to ensure full compatibility!

If you've already imported the .mp4 file from your local drive, then there might be an issue with the format. 

I'm linking one of our support articles that walks you through importing captions, both with media and without media. 

Please let me know if you're still hitting a snag!


Dave Johnson

I didn't have my project on my C drive, but after moving it there, I'm still having the same problems. My project crashes when I import the CC created by Sonix. I opened the mp4 file and the captions are embedded in the mp4 file when viewing using VLC, so the captions are timed perfectly and work. Do you have any suggestions?

This is a one or 2 slide project with a 1:38 video of a webcast on one of the slides. The mp4 was created by Skype For Business. This is the error I get each time I import the CC using Video Tools> Options> Insert Captions. I'm attaching the error log.

The mp4 and the captions have the same filenames.


Dave Hippler | Enterprise Training Coordinator
Department of Administration
Division of Personnel Management (DPM)
Enterprise Training & Development
101 E. Wilson St., 4th Floor, P.O. Box 7855
(608) 267-0344

Alyssa Gomez

Hi there, Dave! It looks like you replied via email, and your attachments didn't come through.

Instead, I'd like to connect you with our Support Engineers. They're rockstars at troubleshooting these kinds of issues! Here's how:

  • Click here to open the Support case form.
  • Attach the files at the bottom of the form, including screenshots, caption files, and relevant video files
  • After clicking Submit Case, you'll see a case number.

Then you'll hear back from one of our engineers shortly!

Lindsey Marshall

And I am having yet another variation - I have been adding CC just fine.  Now all of a sudden the auto play function when I click on the caption box has stopped.

I have tried playing them manually that doesn't work.


Also, I have uncovered a bug in SL, that when I replace audio - quite often the audio is present but won't play in preview.  Solution and workaround is to delete the audio and re-insert but then you lose the CCs. thought you should know.


Any suggestions why the cc has stopped working?

Lauren Connelly

Hi Lindsey!

Sorry you've hit this snag! 

It would be helpful to take a look at your project with closed captions. Off the top of my head, I can't think of what would cause the autoplay function to stop. 

Would you mind sharing your file with us? You can do so by using the "add attachment" button in this discussion. Or you can share the file privately with our Support Engineers by using this link.

Also, thank you for bringing that bug to our attention. I'll take a look at that in the course too. 

Agnieszka Gorgon

I, too, am running into problems with closed captions. Here's what I'm experiencing:

  1. Added a video and closed captions (compression: automatic) 
  2. Published to Review - Auto compression caused the video to be blurry (video originally captured in a much bigger size than Slide Size) - CC's are displaying fine
  3. Adjusted video compression to None & republished to Review
  4. Video displaying fine, CC's not working

The interesting thing is - on first pass CC's don't work. When I move to a different slide (back/forward) and return to the video - CC's display as expected.  

I am experiencing this in both Review and our LMS. 

I submitted a ticket with Articulate Support, but would like to know if anyone has encountered an issue like mine, and what the workaround was.