Storyline is not recognzing the MP4 format

Hi Stacy,

MP4 allows both native audio streams (encoded to a standard defined as part of MPEG-4) and private streams (those not part of the MPEG-4 specs). However, there's very little support among software and hardware vendors reading private streams. As a result, if your MP4 file contains audio in a format other than AAC there's a good chance your player won't be able to read it. - http://www.afterdawn.com/glossary/term.cfm/mp4

Most likely the mp4 file in question contains a non-supported combination of audio and video - What is the source of your mp4 file?

You could try to convert your file to a more compatible MPEG-4 format.

https://cloudconvert.org/ (just select from mp4 to mp4)

Hope this helps,

Rutwin

Hi Stacy,

It looks like Rutwin has you covered here, but let us know if you need any other assistance with your video file. 

Unfortunately, I am unable to access that site that Rutwin provided. It is strictly prohibited on my work computer and I cannot move the file off my work computer to place it on another computer.  With that said, is there an output setting I can use on, perhaps, Camtasia?

Hi Pharah!

Are you having difficulty adding MP4 videos into Storyline as the thread states? What version of Storyline are you utilizing?

Hi Leslie,

We are using Storyline 2.

Hi Pharah, 

Do you receive the same type of error message when inserting it? You mentioned using Camtasia as well - is that where you're creating the MP4? If you're able to share that here we could take a look at inserting it to see how it behaves?  If you can share it publicly you can send it along to me here. When I have problematic MP4 files, I typically use a tool such as  Handbrake to convert them and ensure they're using the right codec. 

Hi Pharah! Be sure that you are working locally on both your software and project files as well as following the instructions here to add video. There is some information here from the community about optimal settings for Camtasia to Storyline use.

I have just experienced the exact same issue with Storyline2.  We have a video tech on staff that rendered off a total of ten videos all with the same settings but the first one will display the same error message as above.  The other nine clips go into Storyline 2 and play just fine but the first is popping up errors. 

I have downloaded it onto my local hard drive multiple times, saved and restarted Storyline and it still seems to pop up the same message.  Is there a size limit for videos?  It is the biggest off all the files I'm working with.

How can a MP4 rendered off with the same settings work for nine videos but then fail on one?

This is not a situation where the settings are incorrect due to the ten videos being batched.  I also can't post any of the work here as the total project size will be close to 10GB and the video in question is about 3GB.

That is a large file. I've not heard issues with this in particular, but again, I have not encountered a video or project file this large.

Are you able to check the video file in a new file to see if it works?

Did you attempt the convert that Ashley mentioned above?

Is there anyway this could be a smaller file perhaps or you can link to it on a server and add as a web object?

Hi Leslie,

I did try to put the file into a blank New Storyline file and it would not load there either. 

I have not tried to alter that file due to the fact that all the other files rendered with the exact same settings at the exact same time work just fine.  I can rule out any issues with the production of the file.  The file also plays perfectly when launched straight from my desktop so there is no corruption.

Due to the confidentiality of the file and the content therein, there is no way to break down the file and we are not comfortable putting it on a server. 

Are there file size limits?  What would cause one video to have issues but not the other identical nine (except for file size) within Storyline 2?