Storyline crashing when inserting video

Mar 17, 2020

Storyline crashes when I try to insert a video. Video does not insert and 'something went wrong' dialogue appears. Happens on all projects and on a new project with just a single slide. Can anyone help!

13 Replies
Darrell Sangrio

Greetings, Matt!

Sorry to hear that you're coming across this issue after inserting videos in your Storyline projects. I recommend checking the supported video formats through this article.

Additionally when creating, editing, and publishing Articulate Storyline courses, be sure you're working on your local hard drive (typically your C: drive).

Hope this information helps you.





Ren Gomez

Hi Matt,

Thanks for the additional details, and I'm sorry you're running into this! I see that you opened a case as well and my teammate, Amlan, provided you with steps for a repair.

That should help in cases like this where it's not particular to a single file and it seems to be happening on all files despite being a .mp4. Have you tried a different video to see if it will work?

Let us know if the repair didn't help, and we'll get you escalated with a support engineer for a closer look!

Leslie McKerchie

Hi Adith,

Thanks for reaching out and sharing what you are experiencing with your files. 

Since you're mindful of your file size and you've already done a bit of troubleshooting, I've opened a support case on your behalf so that you can work directly with one of our support engineers.

You should be hearing from someone soon.

Leslie McKerchie

Hello Jennifer, and welcome to E-Learning Heroes. 😊

Thank you for reaching out and sharing what you are currently experiencing.

I'm curious if the issue happens in any course you are working on or just this particular one?

  • If you cannot re-create the issue in a new course, I recommend importing the file into a new one and proceeding.
  • If it's happening in any/all files, you should conduct a repair of your software.
Raleigh Maupin

Hi there. Any solutions for this issue yet? I hope Articulate staff know that it is never resolved via doing a repair or by duplicating the project, scene, or slide. Every time this happens for me, I have to re-make the slide entirely, which is endlessly frustrating. Then the file will act normal for a bit, until it just starts crashing again, which is prompted by me trying to access/click on one of my slides containing video. I've even kept each of my videos under 10mb. This has been an issue I've encountered for years, and it's frustrating that no real solution has been offered. Please don't suggest for me to repair my Storyline 360...I've done that before many times to no avail. Thanks!

Becca Levan

I'm sorry for this trouble, Raleigh; we're here to help!

We'll want one of our support engineers to investigate this further, so I've opened a support case on your behalf, but I want to gather a couple more clues for our team:

  • Does this happen in every project when you insert a video? Also, when working on your project, are you working on your local hard drive (typically your C: drive) and not from a network/shared drive?

Be on the lookout for an email from us with the next step!