Similar to this issue https://community.articulate.com/discussions/articulate-storyline/inserted-video , I am having an issue using the program once I add videos to my project. After inserting the videos, SL becomes unstable and eventually crashes if I try to do anything. The videos also show up as a grey box with "video". I just uninstalled and reinstalled and it's doing the same thing. Other co-workers have tried on different machines with the same result. Any thoughts?

Greetings, Raleigh. So sorry you're facing those issues! I'd love to help investigate, and have a few quick tactics for us to try: Freezing/Crashing: Is this happening when you insert a video to any project file or a specific one? If with any, a simple Storyline 360 repair should help! If it's with a certain one, could you share the .story file here for me to test – you can use the Add Attachment button in your reply or use this upload link if the content is private. Gray Video: I had a look at Desiree's case, where we uncovered that exporting and re-importing the affected videos did the trick. I created this short recording of the process! Let me know how you go after those steps!

I've went through your suggestions. Submitted my files and info for further assistance. Thanks for your help.

I appreciate you giving those steps a try, Raleigh! Confirming receipt of the file: I'll have a look at it, let you know what I find within the support case. Talk soon!

Fyi, we found that this is related to our User Account Control (UAC) settings, which were preventing proper updates to SL. We had our security team disable UAC, after that, updating and using SL worked properly.

Hi, I am facing the same issue. It is not with any particular file, it happens with new file as well. Storyline freezes and become unusable after importing video even from content library. I have uninstall and reinstall the software many times but problem remains the same.

Storyline 360 Freezing/Unusable after adding MP4s

KatieRiggio
Staff
5 years ago
Greetings, Raleigh. So sorry you're facing those issues!

I'd love to help investigate, and have a few quick tactics for us to try:

Freezing/Crashing: Is this happening when you insert a video to any project file or a specific one? If with any, a simple Storyline 360 repair should help! If it's with a certain one, could you share the .story file here for me to test – you can use the Add Attachment button in your reply or use this upload link if the content is private.

Gray Video: I had a look at Desiree's case, where we uncovered that exporting and re-importing the affected videos did the trick. I created this short recording of the process!

Let me know how you go after those steps!
- AsmaSayani
  Community Member
  3 years ago
  Hi Katie,
  
  Can you help resolve this issue with my file too?
  
  Regards,
  Asma
RaleighEsper430
Community Member
5 years ago
I've went through your suggestions. Submitted my files and info for further assistance. Thanks for your help.
KatieRiggio
Staff
5 years ago
I appreciate you giving those steps a try, Raleigh!

Confirming receipt of the file: I'll have a look at it, let you know what I find within the support case. Talk soon!
RaleighEsper430
Community Member
4 years ago
Fyi, we found that this is related to our User Account Control (UAC) settings, which were preventing proper updates to SL. We had our security team disable UAC, after that, updating and using SL worked properly.
HarmeetSingh-26
Community Member
4 years ago
Hi,

I am facing the same issue. It is not with any particular file, it happens with new file as well. Storyline freezes and become unusable after importing video even from content library.

I have uninstall and reinstall the software many times but problem remains the same.
- RaleighEsper430
  Community Member
  4 years ago
  You should try contacting your system administrator and ask about disabling UAC controls to reinstall Storyline. It's what my organization has to do in order to bypass this issue.
MCostaStienstra
Staff
4 years ago
Hello, Harmeet, and welcome to E-Learning Heroes! ✨

I'm sorry to hear you're experiencing issues when trying to insert videos in your Storyline project! Since you've already attempted to uninstall and re-install, I went ahead and opened a support case on your behalf. You should hear from our team soon via e-mail.
AsmaSayani
Community Member
3 years ago
Hi,

I am facing the same issue and i cant even align the video file properly, please help.
RaleighEsper430
Community Member
3 years ago
Hi Asma,

Articulate wasn't able to help me with this issue. They referred me to our internal security team and who had to disable UAC controls on my PC to allow proper updates to Storyline.

I would reach out to your system admin and ask to disable any UAC controls to allow you to update the software.

Good luck!
BeccaLevan
Community Member
3 years ago
Hello Asma & Raleigh!

I appreciate you sharing these findings with the community, Raleigh! If this doesn't resolve your issue, Asma, please feel free to connect with us in a support case, and we can help troubleshoot!