Problem with MP4 screencast not playing in course after uploading to LMS using IE11

I published a course created with Articulate 360 to my LMS using HTML5 w/ Flash Fallback. Every part of the course plays fine in IE11. There's even another MP4 in another slide that plays fine. When I get to this one slide though, which contains 2 MP4 screencasts, everything in the timeline plays except for the videos, all you get is the a view of the very beginning of each video.

The videos play when I use Chrome with the LMS, when I view the course in Articulate review with IE11, and when I published the sole slide as a separate course in the LMS and using IE11. I even took the sole slide, cut and pasted back into the original course, still nothing.

Another thing to note, when I leave the course and return where I left off, the video will actually play but then I get some weird transcoding that's occurring with the text(see attachment).

I've gone round and round with the LMS thinking it was something on their end. They state they're not able to replicate the issue and that I should look at the software. Any help would be appreciated as I'm starting to come under heat for not having this ready.



11 Replies
Alyssa Gomez

Hi Michael,

Happy to troubleshoot this with you! First, did you publish the file with the latest update of Storyline 360? To check, click the Help tab, then click About Storyline. You should see 3.15.15581.0 in the bottom-right corner. 

If so, I'd like our team to take a closer look inside your file. Could you attach your file to this form and specify which slide is giving you trouble? Thanks!

Michael Key

Hi Alyssa,

Thanks for your interest in helping. I checked about the latest update and it was published using 3.12.***. I upgraded to 3.15.15581.0, published to the LMS and got the same result.

Just an update to the story:

Based on the suggestion of the LMS's Dev Team, I uploaded the same .zip file for the course to and the course played perfectly, just as it does in Articulate Review.

I've been troubleshooting this most of the afternoon and have figured out the following:

- There are two slides that contain MP4's in the course, the E-learning Intro and Locating the SDB Policy and Form. If I move the Locating the SDB Policy and Form ahead of the E-learning Intro slide it plays fine but then the E-learning Intro slide's MP4 won't play.

So it looks like there's an issue playing a course with multiple MP4's when published to this LMS. Again, this only happens with IE11.

Their Dev Team uses a different course creating software. Supposedly they played around with this course and couldn't replicate the issue but did say they found some JS errors with IE and Edge and feel that these originated with Storyline.

I attached the file to the form. I removed all but the two MP4 slides (for your sake and mine) as just the two MP4 slides together produce the same result.

Again, thanks for any help you can provide.

Alyssa Gomez

Hi Ken,

This discussion is a bit older, so let's start fresh! First, what version of Storyline are you using? 

Additionally, these details would be helpful:

  • Is the content hosted in a learning management system? If so, which one?
  • What web browser is your client using?
  • Are you able to recreate the same issue in your own testing?
Ken Cobbley

Hello Alyssa,

SL 3.18.16333.0

The content is hosted in an LMS but I don't have details on which one. I believe it may be internally developed but I'll try to find more information.


I have been unable to recreate the problem.

More details - I have an mp4 video file on the second screen (and several other screens throughout) that is supposed to start automatically when the screen loads. The seekbar moves along like the video is playing but it isn't. When they exit the course and them resume when re-entering the course, the video plays. They also tested it in Chrome and it works fine, but IE11 is their default browser.

Thank you for your help.


Alyssa Gomez

Thanks, Ken!

It looks like you're using a version of Storyline 360 that's almost a year old. We've released several updates since then. As a first step, I would recommend updating to the latest version, then republish the file. 

Have your client test the latest version in their LMS, and let us know if they see an improvement!

Helene Sobelman

Just checking in to see if there has been any resolution.. or even what IT security settings other have found to be an issue. I am having the same problem. MP4's not playing when i'm publishing to our LMS using HTML5 only and trainees are viewing on win7 with IE 11.

Any other combination win/browser seems to be fine.

I've attached a sample file here.

Oh... and i'm using SL360 v3.32.20313.0

Any help would be much appreciated!