Videos not playing in IE on HTML5 output

Hi all,

I've been having problems with multiple videos and multiple courses playing in IE10 & 11 with content published from SL360. It seems that when the page loads, the first frame of the video shows, but then fails to actually play. I have found that by swapping the video out for another one, and then changing it back, actually resolves this issue. However it's quite and inconvenience, especially with courses that are quite media heavy.

Any thoughts?


108 Replies
Marc Brown

I see this was an issue last year but we are encountering the same exact thing. As Lars Berger mentioned it is related to Windows 7 and IE11. Windows 10 users do not experience the issue. We have the same problem where the video just shows an image and the time stamp says 00:00/00:00. This should not be happening and it has nothing to do with compatibility mode.

Alyssa Gomez

Hi there Marc,

Sorry you're hitting this problem! We do have a known issue where HD videos won't play when viewing content on Internet Explorer 11 on Windows 7 PC. 

Would you be willing to share your file with us? We'd like to take a closer look and verify that what you're seeing is related to this bug. If that works for you, you can upload your file privately to our support team here. We'll delete it when we're done troubleshooting.

Leslie McKerchie

Hi S H,

Thanks for reaching out and sharing what you are running into with your course as well.

With your permission, I'd like to take a look at your project file to investigate what's happening. You can share it publicly here, or send it to me privately by uploading it here. I'll delete it when I'm done troubleshooting.

Gerry Wasiluk

One long-term suggestion--see if you can move your organization off of IE.   It's a really poor browser for HTML5 and the present and future is now HTML5.  Microsoft stopped IE development four years ago.  It's been time to move on from IE for a while.

If your organization is wed to a Microsoft-solution for a browser,  the upcoming revision of the Microsoft Edge browser using the Chrome engine might be a good replacement.

For the short-term, I've experienced this issue often on my Windows 7 client laptop and it'll drive you crazy looking for a solution that works consistently.  I've essentially given up after trying almost everything.

If you can, recommend folks use Chrome--or see if they can move on from Windows 7 to something like Windows 10.

If a user can't move on from IE and Windows 7 yet, see if they can use someone's else's PC/laptop for the training.

Ren Gomez

Hi Anitha,

Thanks for reaching out, and great call to open a support case! I see my teammate, Anna, has followed up with next steps. Be sure to let her know, and here's your unique case ID if you're able to share the .story file with her to test.

You're in excellent hands, and I'll also follow the case as it progresses!

Matthew Boynton

I just experienced this issue now.  My videos were not playing in IE11, Windows 7, in HTML5 only output.    

I originally sized the videos to be the same dimensions as my slide.  To fix the problem, I reduced the size of the videos to 99%, centered them so they were not touching any of the slide borders, and the videos now play fine.  Maybe worth a shot?

Heather Pierorazio

I'm having the same problem.  I've tried everything in this thread and nothing works consistently.  Was able to fix one project, am doing exactly the same thing on a new project and it simply will not play the videos in Windows 7 in IE 11.  We've lost so much time trying to work around this issue - very frustrating.  This thread has being going on for so long - I'm very much hoping there is a fix or workaround that I've missed somewhere?

Matthew Boynton

We were having the same problem on IE11, Windows 7 and 10, but found a fix.   Here's what we did...

We determined that our LMS content server did not have a MIME type definition file.  We received that file from our LMS vendor, and once we added it to the content server, the videos in our Storyline courses began playing as expected.

Note: We do not have a cloud-based content server, so we are responsible for maintaining it ourselves.  It might be worth reaching out to your vendor to inquire if the MIME types are defined on your server?

Heather Pierorazio

Shahab - We've tried changing the video frame size, the video frame type, done all the "fix" options outlined earlier in this thread - nothing works.  

Matthew - we've reached out of our LMS vendor so here's hoping that might help.

While we wait to hear from our vendor (because as always this is time sensitive!) does anyone else have anything that worked for them?

Leslie McKerchie

Hello Chiara and welcome to E-Learning Heroes :)

Thanks for contacting us and sharing that you're running into a similar issue. I was able to take a look at the support cases for the users shared above and a variety of issues were happening.

So, let's get to the bottom of what you are experiencing.

  1. Are you viewing your course in Windows 7?
  2. Is your video set to exactly fill the whole slide stage?

If so, there is a workaround:

  • Reduce the video width and ensure that it is less than the width of your slide size.
  • Turn video compression off.

Let me know if these tips help you as well.

If you're running into a different issue, then with your permission, I'd like to take a look at your project file to investigate what's happening. You can share it publicly here, or send it to me privately by uploading it here. I'll delete it when I'm done troubleshooting.

Leslie McKerchie

Oh, perfect Chiara. I see that you are working directly with Jose. I've linked him to our conversation here as well as he continues to assist you.

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