Unable to insert mp4 video

Jun 21, 2015

Updates can be great.  Others..... not so much.  Since I ran a recent Storyline 2 (5) updated and a Windows update I am unable to insert some of my mp4 videos.  this has also affected Replay and only the audio is uploading from the file.  I have a deadline!  Any solutions?

I have reinstalled both Storyline2 and Replay.  I have run the Windows Media Player Troubleshooter.

FYI the video file plays just fine on Windows media player.

The dialogue statement  and video file are attached.

9 Replies
Christie Pollick

Hi, Elaine - Sorry to hear you are experiencing issues, but there are a few things we can try first to rule out the causes of some common issues. Please make sure you are working locally as described here, and you may want to try importing the file into a new file. If you are still having issues, you might want to try to repair Storyline. 

And in the interest of respecting your deadline, if issues persist, you are welcome to work directly with our Support Staff using this link

Christie Pollick

Hi, Linda -- Thanks so much for reaching out with your question here, and may I ask if there is any type of error message you are receiving? You may want to check out this article on 3 Things You Need to Know About Adding Videos to Storyline, and also this thread that covers the possibility that SL2 is not recognizing your MP4 format. Please let us know if any of the suggestions offered do the trick or if you still need additional assistance. 

Jose Tansengco

Hello Vivekananda, 

Sorry to hear that you encountered problems with the videos in your course. I'd like to ask a few questions to help clarify your experience: 

If working locally and doing a repair doesn't help, you can reach out to our support team by opening a case so we can take a closer look at what's happening. 

Vivekananda Kadukuntla


Working locally, yes.
Repair - no. With dependency on IT for a work computer, this is not a step I appreciate from Articulate. We did it twice last year and is the most commonly recommended procedure for issues like this. Instead of using Articulate to succeed at work, this gives me a feeling that I'm working to test your product by investing my time when I have deadlines hanging on my head. This is the moment I normally explore other options and get my work done. I genuinely cannot afford to troubleshoot for 2 weeks before I can build my next course.
A case is already open, had a chat with one of your reps, but still unresolved.


Kelly Auner

Hi Vivek,

Thank you for the additional information. I'm sorry to hear that you're running into this issue and understand how frustrating this can be while working on a deadline. I see that you've connected with my teammate, Mark, in a support case. If you're able to upload your project file there, our team will investigate this further!