Storyline 2 error when editing screen recording: Video cannot be encoded

I recently began using a new computer with Windows 7 OS. I am now unable to edit video from within Storyline 2. I completed all of the troubleshooting steps that are recommended. I uninstalled Storyline 2, ran the cleaner bat file, reinstalled the program. No change.

1) The video is a simple small screen recording done from within Storyline 2.

2) Trying a simple edit (such as a small trim) I get the following error: "Video cannot be encoded" when I try to Save and Close.

3) I can export the video and reinsert it, and I am still unable to save and close after editing.

4) I can open the exported video and edit and publish from Replay without issue.

5) I can create a screen recording in Reply, publish from Replay to an MP4, and insert the MP4 file into Storyline 2, but cannot edit that video from within Storyline 2.

I am attaching a sample file with a screen recording I made from within Storyline 2.

I've used Storyline for years. As I mentioned above, this is a new issue. Incidentally, I always work from my hard drive.

8 Replies
Ashley Terwilliger-Pollard

Hi Linda,

I tested your file on my Windows 8 environment and I was able to edit and save the video files without any trouble. I had another colleague test on Windows 7 and she also didn't have any issues with it. It sounds like it's not just this one video though - but all of your videos you've recorded in Storyline and not being able to edit them in Storyline? It sounds like you've also gone through a number of our normal repair steps, but I wanted to confirm you did the steps documented here. 

If you went through those and are still having difficulty, please connect with our Support engineers to have them assist you with some other ideas. 

Ashley Terwilliger-Pollard

HI Linda, 

It looks like you submitted the support ticket as suggested and are currently working with Wilbert. He send you some additional questions to gather a bit more detail, so I'll continue to follow along as well with you case (# 00739402 for my reference) so that I can update the thread as well. 

Ashley Terwilliger-Pollard

Hi Linda,

I see that Wilbert sent you an email asking for a bit more information but he hasn't heard back from you yet.If you didn't receive his email let me know and I can have it resent to you. It would come from and you may want to check your junk/spam folder just to ensure it didn't end up there by mistake. 

Ashley Terwilliger-Pollard

Hi Ieva,

I took a look at Linda's case and she was needing to confirm that she was using the latest updates of Storyline, Windows and had all the appropriate video drivers installed for her set up. We didn't hear back from her with additional information as to if that resolved the issue or not. 

If you'd like us to offer some more specifics based on your set up, our team would be happy to work with you one on one. Can you reach out here and share some further information about what Storyline and Windows versions/updates you're using?