MP4 Video Not Playing

Sep 24, 2014

Hi All!

I am having an issue. When I publish my storyline 2 with an mp4 video in it, the video will not play. The play bar shows, but the video does not. This happens when the user click the video (and it pops to a new browser) and when the user click the play button. The video plays in the preview mode. 

Any suggestions?

Thanks!

3 Replies
Ashley Terwilliger-Pollard

Hi Sally and welcome to Heroes!

I'm sorry to hear about your video issue - where are you testing the published content? you'll want to test within the intended environment to ensure everything works as expected as described here. 

Also, I'd suggest reviewing the information here in regards to why the videos may not be playing. 

Leah Townsend

Hi Ashley,
I have a video in a Storyline that also will not play. It played while I captioned it, but it won't play in the preview.  I added it as an HTML5 item to our media server, and the video opening screen shows up. It automatically "plays" in that the scroll bar moves, but the video doesn't play.
Any advice?
Alternatively, I was going to make it an Mp4 and load it to Youtube, but the captions I put into the Storyline don't show up? Do they only show up when published in HTML5?  

Ren Gomez

Hi Leah,

Happy to help! Publishing your course to a video will not include the closed captions since they are a part of the player elements. You'll have to publish to the web, as you mentioned. Here are the steps in case you'd like to review:

It sounds like the video plays in editing mode, but not preview. Have you tried publishing your course to Review 360 to see if it works there? If the video isn't working in any environment, feel free to share your .story file with our support team, and they can lend a hand!

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