.mp4 video inserted to articulate storyline doesn't play properly

Oct 25, 2013


After inserting a video to my articulate storyline file (.mp4 format), the video stops playing properly. Both when previewing the video, the entire file, and after publishing, the video runs fine for a minute or so, then the image freezes while the audio keeps running.

I have tried re-installing it several times, but no difference.

Ideas or suggestions please?


12 Replies
Ashley Terwilliger-Pollard

Hi Renee and welcome to Heroes!

Have you tried this with any different mp4 videos to see if it's the individual video itself or overall inserting them into Storyline? You'll also want to confirm that you're working with all local project files, working on a network drive or a USB drive cancause erratic behavior, including file corruption, loss of audio, and other unexpectedbehavior.  You should also make sure the directory pathto your project files and your published output is less than 260 characters(for example C:\Articulate) and avoid using special characters, accents orsymbols in your file names.

Also, are you testing your published output within the intended environment?  

If you continue to have difficulty, would you be able to share your .story file and the mp4 file with us here? 

Renee Christensen

Hi Ashley, thanks for your response!

Unfortunately I have tried all of these suggestions already, but to no avail.

I have other videos in the file which are working perfectly, I am installing the video directly from the desktop on the same computer, and the title and pathway is very short.

I am finding that the video stops working correctly as soon as I have inserted it (when I preview the video), and of course is not showing properly after publishing either.

Do you know if there are size limits for video stability? Or if .avi works better than .mp4?

Hope you can help!


Ashley Terwilliger-Pollard

Hi Renee, 

Storyline will encode it to an MP4 format anyway - but you could try with a different file type if you wanted, and to ensure that there isn't something wrong with the original video. I haven't seen a limit to video length either - and I've actually seen community members discuss videos that were almost 2 hours in length - and the issue is normally then associated with playback and bandwidth.

Have you tried to insert the video into a brand new Storyline project to see if it works there? If so, I'd suggest importing your whole .story file into a new project, as that would isolate the problem to the original .story file. 

If you'd like us to test it out, please feel free to send it along to our team here. 

Michael Grady

Has there been any updates on this issue? I am working in SL2 (current update) and my videos stop before they reach the end of their timeline (not the slide timeline). I am inserting .mp4s (stored and working locally), and they stop within a fraction of the actually end. I've tried Ashley's recommendation with the same result.

Randy Weaver

Hello! I have a related issue. I  inserted multiple mp4 videos into Storyline 360. When I publish the file and play it locally, everything works well. However, when I upload it to Review360 or to the LMS, the video often stops and does not complete. After it stops or cuts off the end of the video, it moves directly to the Storyline section. I have optimized the video in the Publish Settings. Is this issue because of a slower or busy internet connection or is there something else I can try? Thank you for your help.

Lauren Connelly

Hi Carol!

I'm happy to help! Are you using a specific browser when viewing the course in Review 360 or the LMS? If so, have you tried using a different browser to see if it behaves the same?

Also, is it all videos that are behaving the same or individual videos? 

It's easier to fix this type of snag when we can test the affected file. Do you mind uploading the file to us? Here's a secure upload link.

Randy Weaver

Thanks for your offer to help. I tested the modules on Google and IE, and the behavior is similar with both browsers. My first module that I tested did not cut off the video and move too quickly to the Storyline interactions. However, modules 2 and 3 both show a similar issue. The behavior is not consistent each time I test it. In the module I will send on your secure server, the first video frequently cuts off as it moves into the first Storyline interaction. 

Randy Weaver

The Articulate Support team suggested that I change the trigger from "Jump to the next slide when timeline completes" to "jump to next slide when media [video 1] completes".  This change ensures the slide advances once the video completes not when the timeline ends. As a reminder, the video’s length and timeline are independent from each other.

Based on my early testing, this solution looks like it helped me. Thanks Articulate Support!!

This discussion is closed. You can start a new discussion or contact Articulate Support.