longer video won't load

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!

Frances

47 Replies
Frances Steinberg

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

Frances Steinberg

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

Frances Steinberg

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!

Frances Steinberg

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

Ashley Terwilliger

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. 

Frances Steinberg

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

Frances Steinberg

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

Frances Steinberg

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.