Unable to insert mp4 video

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.

4 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.