I have been creating software simulations in Adobe Captivate and exported the MP4s into Storyline for years now. I've recently been having trouble where the MP4s are showing up skewed in Storyline, however they publish just fine and play normally outside of Storyline. Has anyone else experienced this recently? I've attached a sample of what I mean. The bad example screenshot shows what the video looks like in Articulate, and the good example is from Captivate. I am in Captivate 2019 and Storyline 360, both are up to date versions.
How strange there is an inconsistency happening when importing your MP4 file. Just to rule this out, are media files and projects stored on a network hard drive? Working on a network drive or an external USB drive can cause erratic behavior due to latency. This guide provides more details when working on Storyline files:
I'm eager to investigate this! I haven't seen a similar error before with importing Captivate mp4s to Storyline 360.
It sounds like the media plays outside of Storyline but not when imported into a Storyline course. Also, are you noticing this in every project you create with this type of build?
I'd love to take a look at the affected file. Do you mind uploading it privately to me? Here's a private upload link. I'll let you know when I've received it and will keep you updated with my findings!
I'd be happy to share with you! When I click your link it just takes me to the main support area though, can you try to share the link again?
You recapped the issue correctly. It seems to be happening in every instance of this website that I am recording (via software simulation) in Captivate and putting into Storyline. I am working on recording a different website now and hopefully it does not present the same issue.
Here's something to try: import the Captivate video into Replay, and publish it as another MP4 from there. Check whether that new MP4 looks ok. If so, import it into Storyline.
In my experience, running videos through Replay helps to ensure that the MP4 uses the codec that Storyline prefers.
It looks like Ren was referring to our Support Engineer, Jopney, who reached out in your Support Case. Did you happen to receive an email from her in regards to this issue?
Please keep us updated and let us know if her message didn't come through!
I cannot find a way to access the support ticket online, but I believe I replied. Jopney suggested the file was compressed due to Storyline being a smaller size than Captivate. I made a brand new Story, made it larger, put the video in there, and saw the same problem.
Thanks, Stephanie. I did not see a reply to Jopney, so I've shared your reply with her along with your .story file so that you can continue working together.
13 Replies
Hi Stephanie,
Thank you for reaching out!
How strange there is an inconsistency happening when importing your MP4 file. Just to rule this out, are media files and projects stored on a network hard drive? Working on a network drive or an external USB drive can cause erratic behavior due to latency. This guide provides more details when working on Storyline files:
If you are working locally and are experiencing this snag, please let us know!
Hi Vincent, thanks for the reply. Yes I am working locally. I am always disconnected from my work VPN as well due to latency issues when saving.
Hi Stephanie!
I'm eager to investigate this! I haven't seen a similar error before with importing Captivate mp4s to Storyline 360.
It sounds like the media plays outside of Storyline but not when imported into a Storyline course. Also, are you noticing this in every project you create with this type of build?
I'd love to take a look at the affected file. Do you mind uploading it privately to me? Here's a private upload link. I'll let you know when I've received it and will keep you updated with my findings!
Hey Lauren,
I'd be happy to share with you! When I click your link it just takes me to the main support area though, can you try to share the link again?
You recapped the issue correctly. It seems to be happening in every instance of this website that I am recording (via software simulation) in Captivate and putting into Storyline. I am working on recording a different website now and hopefully it does not present the same issue.
Hi there, Stephanie!
You can use the direct link below to privately share the .story file with us for testing:
Thanks for the opportunity to test your file. We'll keep an eye out!
Thanks Kate, case 02262961 has been opened. It includes the .story as well as the .mp4.
Hi, Stephanie,
Here's something to try: import the Captivate video into Replay, and publish it as another MP4 from there. Check whether that new MP4 looks ok. If so, import it into Storyline.
In my experience, running videos through Replay helps to ensure that the MP4 uses the codec that Storyline prefers.
Good luck!
Thanks Judy...I just tried that and the video plays as it should in Replay, but the published Replay MP4 still plays poorly in Storyline :(
Hi Stephanie,
Thanks for submitting that case! It looks like Jopney was able to test your file and replied back with some next steps.
Be sure to take a look and reply back to her if you have any further questions!
Do you mean Judy? I replied to her comment that it did not resolve the issue. I do not see a comment from a Jopney.
Hi Stephanie,
It looks like Ren was referring to our Support Engineer, Jopney, who reached out in your Support Case. Did you happen to receive an email from her in regards to this issue?
Please keep us updated and let us know if her message didn't come through!
I cannot find a way to access the support ticket online, but I believe I replied. Jopney suggested the file was compressed due to Storyline being a smaller size than Captivate. I made a brand new Story, made it larger, put the video in there, and saw the same problem.
Thanks, Stephanie. I did not see a reply to Jopney, so I've shared your reply with her along with your .story file so that you can continue working together.
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