Forum Discussion

DeannaRoberts's avatar
DeannaRoberts
Community Member
3 years ago

Cannot upload mp4 file - message says its not supported

Hi, When trying to upload an mp4 file I receive a message stating the file is not supported.  The file is quite large but any idea what we can do differently on our end? Deanna
storyline 360
JohnMorgan-c50c's avatar
JohnMorgan-c50c
Former Staff
3 years ago

Hi Deanna,

Yikes! Since MP4 is a supported video format that error is definitely not expected in Storyline 360! I’m happy to get to the bottom of this with you! I have a few follow-up questions regarding the situation so I can understand what you are experiencing a little better.

  1. You mentioned that the MP4 that's giving the error was larger in size. How big is the MP4?
  2. Have you tried trimming the MP4 and importing the smaller pieces? Here is an article on how to trim a video!
  3. Is this the only MP4 that is having the issue or are others also giving the error?
  4. Are you working from a shared drive? If so, I would recommend saving your files on your local drive before creating, editing, and publishing them. This will help minimize any unexpected behavior.
  5. Which version of Storyline are you using? I am using Storyline version 3.73.30119.0.

I’ve attached an MP4 and a story file that I created in Storyline 360. I was able to import the video properly. Do you mind importing the video into Storyline 360 on your end to see if you notice the same behavior?

Thanks for reaching out and I look forward to your response!