Storyline crashing when inserting video

Greetings, Matt!

Sorry to hear that you're coming across this issue after inserting videos in your Storyline projects. I recommend checking the supported video formats through this article.

Additionally when creating, editing, and publishing Articulate Storyline courses, be sure you're working on your local hard drive (typically your C: drive).

Hope this information helps you.

Hi Darrell 

Thanks for your reply. The issue I am having is with mp4 which is a supported file type. The issue isn't specific to one video file either, it is any mp4 file.

Hi Matt,

Thanks for the additional details, and I'm sorry you're running into this! I see that you opened a case as well and my teammate, Amlan, provided you with steps for a repair.

That should help in cases like this where it's not particular to a single file and it seems to be happening on all files despite being a .mp4. Have you tried a different video to see if it will work?

Let us know if the repair didn't help, and we'll get you escalated with a support engineer for a closer look!

Has anyone found a resolution to this issue? I am trying to insert a 5 GB video and Storyline 360 crashes. Reinstalling Storyline 360 does not resolve the issue. 

Hi Sherri,

So sorry that's happening, and I'm glad you reached out to our Support team!

I see that Amlan recently sent these instructions for a simple Storyline 360 repair. Let us know if those first troubleshooting steps solve the issue! 

Hello Katie, unfortunately reinstalling Storyline 360 did not resolve the issue. Is there a file size limit? I am able to insert other small videos into Storyline.

Thank you for the update, Sherri. I see that you were able to work with Jopney directly.

For anyone following along, the limit is 2 GB each as documented here.

Hi,
My file keeps on crashing whenever I try to insert anything. Majorly it is happening while adding videos(size not more than 20 MB). This is happening with new and existing SL files. I tried the uninstalling method but the issue remains. 

PS. I am using Storyline 360.

Hi Adith,

Thanks for reaching out and sharing what you are experiencing with your files. 

Since you're mindful of your file size and you've already done a bit of troubleshooting, I've opened a support case on your behalf so that you can work directly with one of our support engineers.

You should be hearing from someone soon.

Hi,

My storyline file freezes/hangs whenever I insert a video file. Moving/transforming the video on the slides is so difficult or adjusting the timeline as well. The size of the video file is around 2mb, I think its not much. Can anyone help me to resolve this issue.

Thank you!