Videos not showing on office PCs

Dear,

I created an e-learning course in which I inserted some screen recordings. I also inserted captions and zoom areas to explain what I'm doing on screen. This all worked perfectly in the preview function.

I published the course on my LMS and had a test group try out the e-learning course. The videos were however not showing. The only thing i saw was the background where the video was supposed to. The captions were there however.

This problem presented itself on all the PCs in the training room. On my laptop and the laptop of the trainer the videos showed perfectly. There must be something on the training PCs preventing the videos from showing. Maybe you've already had similar cases popping up on the forum? Does anyone have an idea what could be causing this? Thanks for any help. 

11 Replies
Gerry Wasiluk

Hi!

On your laptop and the laptop of the trainer, were you accessing the videos directly stored on the laptops or through the course in the LMS?

If you were accessing them directly outside of the LMS, then have the folks responsible for the LMS servers where the content is stored check to see if they can deliver MP4 videos:  http://www.articulate.com/support/kb_article.php?product=ap9&id=w9bvqxxido6t

Storyline will convert most videos into MP4 and some servers need to be set up to deliver MP4 content.

Stefaan Leleu

Thanks for the feedback Gerry. On the laptop I also accessed the course from the LMS. So I don't think the LMS server is the problem. The videos wouldn't show on the laptops either if it were. Perhaps there is no MP4 codec installed on the workstations in the training room.

I'm currently checking the scope of this problem. I'll let you know if installing the MP4 codec on those computers did the trick. 

Gerry Wasiluk

Thanks!

One of the clients I worked for just discovered an issue with MP4 videos in a Storyline course in their LMS. 

The videos had spaces in the MP4 filenames and the LMS content web server didn't like that. 

Change the MP4 filenames to no spaces and only special characters like an undersore or a dash and things were right again with re-publishing and the videos started playing from the LMS.

Stefaan Leleu

Gerry Wasiluk said:

Thanks!

One of the clients I worked for just discovered an issue with MP4 videos in a Storyline course in their LMS. 

The videos had spaces in the MP4 filenames and the LMS content web server didn't like that. 

Change the MP4 filenames to no spaces and only special characters like an undersore or a dash and things were right again with re-publishing and the videos started playing from the LMS.


Okay! Good to know Although i don't think that is the issue in my case as the videos play just fine on the laptops (which also access the course from the LMS server).

Stefaan Leleu

Mariano Aran said:

Hi Stefaan,

 

We are having the same issue.  Did you find out what the problem was?

Hi Mariano,

Our IT people are still trying to figure it out, but it's currently not their highest priority. Of the 18 workstations i tested the the videos only showed on 1 PC.

The one that worked had exactly the same configuration as the ones that didn't according to 'the guy from IT'. So he think it's not related to the mp4 codec. According to him it may have something to do with certain proxy settings on the workstation.

I could still use some input here if anyone has encoutered the same problem and knew how to solve it.

Stefaan Leleu

Hi all,

In the mean time the issue has been solved. The videos worked on about 10% of the workstations and those workstations had in common that they were only used by coaches who had a different network profile. So IT added some exceptions to the profile of the operational staff after which everyone could see the videos.