I've had a lot of difficulty with two uploaded projects getting the longer videos to ever load. All of the shorter ones embedded work fine, but the longer ones (20 minutes + in length) have the wheel spin forever without ever loading. I've never had this problem with Storyline 1, but it's shown up twice now with 2. I don't think it's my server or broadband speed because the ones under 20 minutes load as they should. http://solutionsunlimited.co.nz/Melbourne/story.html Dattilio video is the latest problem. Help will be much appreciated!
OK, several issues. First, if I convert my video to have the same exact profile settings of the one that Ashley gave me, and then insert it, it still won't un-grey the compression tab. I can continue to play with that to get the right profile, although I'm not sure that's the problem because if I'm understanding the issue, I want it to compress anyway because that's what S1 does.
Here's my question. From what Ashley said previously, S1 compresses video when publishing--and the video works great on the S1 project. S2 is supposed to automatically compress video unless you stop it doing so (which I can't achieve anyway). So why won't the S2 project load and play the video correctly when the S1 does? And what can I do to achieve this because I'd like to avoid having them go to another tab?
Can you connect with our Support team here so that you can share copies of the SL1 file and the SL2 file? We'd like to take a look at the differences more fully and how they're playing.
Hi, Ashley. The SL1 file is huge, and I think if I cut it down to the video alone it will save it as an SL2 because I don't have SL1 in this computer any more?
Hi, Ashley. Have submitted it to the support team. I think that SL2 is not compressing it as a default because the SL1 file was half the size with the same material. Case number is 00447068.
Thanks, Ashley. Of course overnight--dreaming about the project again!--I realised I could solve the mp4 formatting issue by dragging it into Replay, but now Replay won't load because of the Flash Player issue! Don't suppose there's a patch for Replay yet?
Have managed to use Replay to produce the videos I was having difficulty with so that when they were inserted onto a Story2 slide the format of the mp4 let me adjust the compression, publish it, and upload it. The movie works just like S1 projects if I don’t compress it, and won’t load easily if I do.
I thought that S1 automatically compressed video, so it doesn’t make sense to me that in order to get them to work on S2 I need to set no compression. Have sent this info to the support team as well. Thanks for working through this with me,
I'm just following up on your case, and I see that you're still working with Jonathan and have narrowed it down to how the video compression is occurring on your video in Storyline 2 vs. what occurred in Storyline 1. I'll continue to follow along as he looks further into this issue.
Hi, Ashley. Well that was my take on it anyway--haven't heard back from Jonathan since I proposed the theory. At least I have a way of "fixing" things meanwhile, because if I publish the video in Replay, and then set "no" on the compression, it seems to load and play. I'm sure there were reasons for the shift from the way it worked on S1,but the old way functioned much better for me. Thanks for following along!
I'm not sure which shift Jonathan is working right now (our support engineers work on a 24/5 schedule) but I'll reach out to him. I'm glad in the meantime you have a fix though!
Hi, Ashley. I'm afraid we're not making much progress with the support team even though I identified the issue as occurring either when a video is uploaded with the setting box greyed out (which means it's compressed automatically) or when I set it to automatic. It only loads and plays when it is set to No Compression. I just heard from Jonathan who used Handbrake to convert my video, set it to automatic, and uploaded it in S2 to http://s3.amazonaws.com/tempshare-stage.storyline.articulate.com/stp19abvv022jjahpgnod1cm61gc54/story.html but even though he can see it, I can't get that to load and play on my end.
While I can fix the issue, it's a bit irritating to set all of the videos to No Compression because I have to convert them first. I've communicated the issue to Jonathan and hopefully now that I've told him his compressed video doesn't load, he'll understand it's not the video, it's the compression in S2. Have a happy New Year!
I took a look at your case with Jonathan and the link you shared, and the video plays for me right away. So again, I don't think it's an issue of compression - as that would mean we'd all be experiencing the same delay/lag in loading the video.
I've gone ahead though and asked one of our Senior Support Engineers to take a look at you case and shared this thread as well in case Jonathan and I are missing something. Doesn't hurt to have another set of eyes.
Hi, Ashley. Thanks for passing the issue along. When I say it's a compression issue, I'm just referring to the fact that if the box stays greyed out or is set to automatic manually, the videos produced won't load for me once uploaded (if it's helpful, they play fine from the published file if not uploaded). I know it's not bandwidth speed, and unfortunately it's happened with several other users so it's not my computer. And it never happens when I set the video as no compression. I'm sure it will come up with other S2 users at some point so it would be wonderful if the mystery gets solved. Cheers,
Just thought I let you know that the Support Team finally isolated the problem.
It appears that Storyline 1 includes a feature to automatically fix videos during the publishing process so that they will progressively download.
But when they changed the video processing feature in Storyline 2, it does not fix video headers so that they will progressively download. Support and I have put in a feature request for this. Cheers,
At least the slow bandwidth caused by my living in paradise (ocean out one office window, a volcano out the other) resulted in identifying an underlying issue in SL2 that can be addressed.
I really appreciate the time everyone here and the engineers spent on this, as well as their helpfulness and patience. Justin's workaround does definitely work. A less complex, and possibly not as reliable, workaround is to set the longer-length video to None on the compression setting before you publish it.
Articulate Storyline 2 Update 5 is now available for download. It includes WCAG 2.0 support, several new accessibility features, better HTML5 performance, and bug fixes. Click here for details:
47 Replies
Hi Frances,
What happens when the video is .mp4 instead of .mv4?
Always Happy to Help,
-Adrian
OK, several issues. First, if I convert my video to have the same exact profile settings of the one that Ashley gave me, and then insert it, it still won't un-grey the compression tab. I can continue to play with that to get the right profile, although I'm not sure that's the problem because if I'm understanding the issue, I want it to compress anyway because that's what S1 does.
And yes, Adrian, if I use an .mp4 instead of the .mv4, it still loads after a short while but then if I hit previous and then next, it won't reload http://solutionsunlimited.co.nz/SubMovie/story.html
Here's my question. From what Ashley said previously, S1 compresses video when publishing--and the video works great on the S1 project. S2 is supposed to automatically compress video unless you stop it doing so (which I can't achieve anyway). So why won't the S2 project load and play the video correctly when the S1 does? And what can I do to achieve this because I'd like to avoid having them go to another tab?
Frances
Hi Frances,
Can you connect with our Support team here so that you can share copies of the SL1 file and the SL2 file? We'd like to take a look at the differences more fully and how they're playing.
Hi, Ashley. The SL1 file is huge, and I think if I cut it down to the video alone it will save it as an SL2 because I don't have SL1 in this computer any more?
Have found a computer that I can download S1 to--will do the files equivalently and send them to the team.
Hi, Ashley. Have submitted it to the support team. I think that SL2 is not compressing it as a default because the SL1 file was half the size with the same material. Case number is 00447068.
Thanks for your help,
Frances
Thanks Frances - and I'll follow along with the case.
Thanks, Ashley. Of course overnight--dreaming about the project again!--I realised I could solve the mp4 formatting issue by dragging it into Replay, but now Replay won't load because of the Flash Player issue! Don't suppose there's a patch for Replay yet?
Hi Frances,
I saw Leslie just replied to you over here regarding the Replay update.
Have managed to use Replay to produce the videos I was having difficulty with so that when they were inserted onto a Story2 slide the format of the mp4 let me adjust the compression, publish it, and upload it. The movie works just like S1 projects if I don’t compress it, and won’t load easily if I do.
I thought that S1 automatically compressed video, so it doesn’t make sense to me that in order to get them to work on S2 I need to set no compression. Have sent this info to the support team as well. Thanks for working through this with me,
Frances
Thanks Frances for the update - and we're following along in your case as well.
Hi Frances,
I'm just following up on your case, and I see that you're still working with Jonathan and have narrowed it down to how the video compression is occurring on your video in Storyline 2 vs. what occurred in Storyline 1. I'll continue to follow along as he looks further into this issue.
Hi, Ashley. Well that was my take on it anyway--haven't heard back from Jonathan since I proposed the theory. At least I have a way of "fixing" things meanwhile, because if I publish the video in Replay, and then set "no" on the compression, it seems to load and play. I'm sure there were reasons for the shift from the way it worked on S1,but the old way functioned much better for me. Thanks for following along!
Hi Frances,
I'm not sure which shift Jonathan is working right now (our support engineers work on a 24/5 schedule) but I'll reach out to him. I'm glad in the meantime you have a fix though!
Hi, Ashley. I'm afraid we're not making much progress with the support team even though I identified the issue as occurring either when a video is uploaded with the setting box greyed out (which means it's compressed automatically) or when I set it to automatic. It only loads and plays when it is set to No Compression. I just heard from Jonathan who used Handbrake to convert my video, set it to automatic, and uploaded it in S2 to http://s3.amazonaws.com/tempshare-stage.storyline.articulate.com/stp19abvv022jjahpgnod1cm61gc54/story.html but even though he can see it, I can't get that to load and play on my end.
While I can fix the issue, it's a bit irritating to set all of the videos to No Compression because I have to convert them first. I've communicated the issue to Jonathan and hopefully now that I've told him his compressed video doesn't load, he'll understand it's not the video, it's the compression in S2. Have a happy New Year!
Frances
Hi Frances,
I took a look at your case with Jonathan and the link you shared, and the video plays for me right away. So again, I don't think it's an issue of compression - as that would mean we'd all be experiencing the same delay/lag in loading the video.
I've gone ahead though and asked one of our Senior Support Engineers to take a look at you case and shared this thread as well in case Jonathan and I are missing something. Doesn't hurt to have another set of eyes.
Hi, Ashley. Thanks for passing the issue along. When I say it's a compression issue, I'm just referring to the fact that if the box stays greyed out or is set to automatic manually, the videos produced won't load for me once uploaded (if it's helpful, they play fine from the published file if not uploaded). I know it's not bandwidth speed, and unfortunately it's happened with several other users so it's not my computer. And it never happens when I set the video as no compression. I'm sure it will come up with other S2 users at some point so it would be wonderful if the mystery gets solved. Cheers,
Frances
Just thought I let you know that the Support Team finally isolated the problem.
It appears that Storyline 1 includes a feature to automatically fix videos during the publishing process so that they will progressively download.
But when they changed the video processing feature in Storyline 2, it does not fix video headers so that they will progressively download. Support and I have put in a feature request for this. Cheers,
Frances
Good Morning, all.
I also wanted to share that the workaround for this behavior is documented here.
Thanks Frances for sharing the update here and I'm glad that you were able to get some additional assistance from our support engineers.
At least the slow bandwidth caused by my living in paradise (ocean out one office window, a volcano out the other) resulted in identifying an underlying issue in SL2 that can be addressed.
I really appreciate the time everyone here and the engineers spent on this, as well as their helpfulness and patience. Justin's workaround does definitely work. A less complex, and possibly not as reliable, workaround is to set the longer-length video to None on the compression setting before you publish it.
Hi All!
Articulate Storyline 2 Update 5 is now available for download. It includes WCAG 2.0 support, several new accessibility features, better HTML5 performance, and bug fixes. Click here for details:
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