Hi! I am trying to edit videos I downloaded from the Content Library in Storyline 360, but keep getting the error message "the video cannot be encoded." I have uninstalled Storyline 360 and reinstalled it, but I'm still having a problem.
We're happy to help find what is causing the "video cannot be encoded error." I see that you've reached out to our Support Engineers, and my teammate, Cleo, has stepped in to help! We'll continue the conversation in your support case to have all the information in one spot.
Hello All, I seem to have the same issue. Whatever I do in the "Edit Video" option, I receive the error "the video could not be encoded". This applies to Content Library Videos as well as individual videos I upload. Any help would be greatly appreciated.
I spotted your support case, Sylvia, and I see my teammate Jose requested your file so he can dig in deeper. Be sure to keep at this with Jose so he can help get to the bottom of this!
I am having an issue trimming my video, "the video could not be encoded" message would show up. does anyone have any solution for this? I saved it in different places and tried to trim it again, didn't work, same message.
I'm sorry to hear that you're receiving this error message. I went ahead and opened a support case on your behalf so we can investigate what's going on. You should hear from our team soon via email.
I have just had this error too. It's really odd as I have added in loads of other videos from replay 360 which have all worked fine but getting this error on one video which was created in the exact same way.
Sorry to hear that you ran into this issue too. If you're seeing this behavior happen to only one video, and you've already tried the troubleshooting steps that were previously suggested, would you be willing to share a copy of the affected video file here or in private by opening a support case so we can take a closer look at what's happening? We'll delete it when we're done testing!
It seems to be something to do with the way I wanted to crop the video, as it seems to be okay if I crop it in any other way. I wanted to get rid of the black lines at the top and bottom of the screen, but that is when I get the error message.
Storyline 360 hasn't been moved to the cloud, but it does require an active internet connection to use certain features. Whenever you add a video from Content Library 360 to your project, a local copy is downloaded and saved to the project itself. This is the copy that Storyline 360 edits.
14 Replies
Hi Christine!
We're happy to help find what is causing the "video cannot be encoded error." I see that you've reached out to our Support Engineers, and my teammate, Cleo, has stepped in to help! We'll continue the conversation in your support case to have all the information in one spot.
Hello All,
I seem to have the same issue. Whatever I do in the "Edit Video" option, I receive the error "the video could not be encoded". This applies to Content Library Videos as well as individual videos I upload. Any help would be greatly appreciated.
Thank you,
Sorry to hear you're coming across this error message, Sylvia!
If you're already working on your project locally, I'd recommend trying a repair of Storyline 360 first. If you still see the error after a repair, reach out to one of our support engineers to dig a little deeper into why those videos aren't encoding. We'll be in touch soon after we hear from you!
thank you! I will reach out to the support team as there is still an issue after re-installing
I spotted your support case, Sylvia, and I see my teammate Jose requested your file so he can dig in deeper. Be sure to keep at this with Jose so he can help get to the bottom of this!
Hi all,
I am having an issue trimming my video, "the video could not be encoded" message would show up. does anyone have any solution for this? I saved it in different places and tried to trim it again, didn't work, same message.
Hi Naz!
I'm sorry to hear that you're receiving this error message. I went ahead and opened a support case on your behalf so we can investigate what's going on. You should hear from our team soon via email.
I have just had this error too. It's really odd as I have added in loads of other videos from replay 360 which have all worked fine but getting this error on one video which was created in the exact same way.
Hi Grace,
Sorry to hear that you ran into this issue too. If you're seeing this behavior happen to only one video, and you've already tried the troubleshooting steps that were previously suggested, would you be willing to share a copy of the affected video file here or in private by opening a support case so we can take a closer look at what's happening? We'll delete it when we're done testing!
It seems to be something to do with the way I wanted to crop the video, as it seems to be okay if I crop it in any other way. I wanted to get rid of the black lines at the top and bottom of the screen, but that is when I get the error message.
Hi Grace,
If cropping your videos causes the error to appear, I'd recommend doing a repair of your Storyline 360 installation to see if this helps address the behavior. If the issue persists, open a case with our support team here for further assistance.
Has this video error something to do with moving Storyline to the cloud?
Hello Adrian,
Happy to chime in!
Storyline 360 hasn't been moved to the cloud, but it does require an active internet connection to use certain features. Whenever you add a video from Content Library 360 to your project, a local copy is downloaded and saved to the project itself. This is the copy that Storyline 360 edits.
If you're seeing errors when editing videos in your course, try repairing your Storyline 360 to resolve the behavior. If the issue persists, please open a case with our support team here.
Hello Jose. Thank you for coming back to me. I'll take it up with IT colleagues.