Hello! I've made a couple of attempts to insert an MP4 video file that is definitely an mp4 file, and Storyline gives me an error message that states, "...does not appear to be a supported video format. Please select a video from one of the supported formats. I have confirmed from your documentation that MP4 is supported and all other formats are converted to MP4. Any suggestions on why this error is occurring will be appreciated.

As a followup to the above question, I did make an attempt with another MP4 video and it worked just fine. The first video is almost 30 minutes in length, so I'm wondering if that could be the issue. Thanks again for any suggestions!

One of the tricks that I've found that SOMETIMES works is to first bring a WMV or MOV into Replay and then output the MP4 from there. Then insert the Replay-generated MP4 into Storyline. A side benefit to this: The MP4 generated from SL when publishing is then usually smaller (size-wise) then if I put the MOV or WMV into SL directly (if it accepted it). (However, if I put an existing MP4 first into Reply and then generate a new MP4 and then bring that new MP4 into SL, the MP4 that SL then produces at publishing is usually larger than the original MP4. Go figure. :) )

Sorry for the confusion. I meant Articulate Replay 360, which is included in the Articulate 360 Suite.

Hi there Martin! Good to know another video file works correctly. Would you be willing to share the troublesome video file here? I'd like to try and insert it in Storyline and see if I run into the same error message. Also, what version of Storyline are you using?

Alyssa, I tried to send the video but I got an error message. The file is 2.28 GB in size. It tried for several minutes before giving me the error. As for the version of Storyline that I'm using, it's SL 360

Trying to insert an MP4 video into Storyline, but receive an error message that states it is not a supported format.

LeslieMcKerchie
Staff
7 years ago
Hi Courtney,

Sorry to hear that you ran into an issue uploading your video file into Storyline.

Curious if it may be the formatting. In the past, I've used the HandBrake video transcoder and it's helped. You may have a similar tool on hand to test out.
- RachelCrabtr843
  Community Member
  6 years ago
  Hi Courtney,
  
  I can't download or install anything on my computer. However I do have access to both Premiere and Media Encoder.
  
  Are there particular MP4 export settings that work better?
martinbeaver-f1
Community Member
7 years ago
Hi Martin,

2gb is massive for a video embedded in training, have a look at a programme called Handbrake. This will reduce the file-size significantly without severely degrading the quality of the video.
- RachelCrabtr843
  Community Member
  6 years ago
  Is the file size the issue? I am also having a similar issue - some .mp4 files insert fine, while others report "format not supported". The original file was a .wmv (1289MB) and I used Adobe media encoder to reduce the HD size and convert to .mp4. No dice!
  
  Glad to hear there are others out there with a similar issue that means there is likely a solution out here on the net lurking too ;)
LeslieMcKerchie
Staff
6 years ago
Hi Rachel,

Thanks for reaching out and letting us know that you're running into an issue with your video file as well.

You mention that you cannot download items, so I assume HandBrake may be out of the question.

With your permission, I'd like you to share your video file with our support engineers to investigate what's happening. You can share it privately by uploading it here. It will be deleted when troubleshooting is complete.
SangeethaMen241
Community Member
5 years ago
Hello Leslie,

I am facing a similar issue with my .MP4 too and its around 2.5GB is size. I dont have the bandwidth in my office system to download any tool to convert. Can you please help me here too?

SM
- LaurenConnelly
  Staff
  5 years ago
  Hi Sangeetha!
  
  I'm happy to help! Are you receiving an error message when importing the video to Storyline 360? If so, what does the error message say?
  
  Have you tried importing other videos into Storyline and received the same error message?
AndreaKoehntop-
Community Member
3 years ago
Hello Zeinab!

I apologize for the issues you are experiencing importing your video into Storyline.

Take a look at this article on best practices for inserting high-quality images and video into Storyline.

If you are following best practices, do you only receive this error message with this video, or any video you try to insert into Storyline?

Have you tried importing the video into a new .story project? Do you get the same error?

I look forward to helping you work through this!
UrmilaMurthy-09
Community Member
3 years ago
I'm curious what the solution was for all of you? I'm currently experiencing issues with trying to import a MP4 I just recorded using SnagIt. It worked until five minutes ago, I just edited the video in SnagIt, saved the file, and the new video just simply will not import into Storyline.
JoseTansengco
Staff
3 years ago
Hello Urmila,

Sorry to hear that you ran into a similar issue!

Would you mind sharing a copy of your video here so we can try and replicate the issue? If you prefer to share your files in private, you can reach out to our support team by opening a case.

As a troubleshooting step, you can also try re-encoding your video using a free tool called Handbrake. You can download the application here:

https://handbrake.fr/downloads.php

And here's a very helpful video on how to re-encode a video in Handbrake.
MarthaBobo-e683
Community Member
3 years ago
Hi everyone,

Was there every a solution or fix to this without requiring external downloads? I'm attempting to add a short video (50+/- second) that's about 16 KB and getting the attached error. I've attempted to add it with 1080 and 720 resolution.
- Jürgen_Schoene_
  Community Member
  3 years ago
  open the mp4 in vlc and press control i and click "Codec"
  
  here an example of a compatible mp4
  
  please upload a screenshot with the infos of your video
  
  open and play the video direct in the browser -> drag it on an empyt browser window
  
  does it play?
  
  Jürgen
JoseTansengco
Staff
3 years ago
Hi Martha,

Storyline 360 fully supports MP4 videos files, so if you are working locally and are still encountering issues when importing your videos, chances are the issue exists within the video itself. We'll be glad to check your video for you if you are willing to upload it here. Alternatively, you can also open a case with our support team here so we can try to re-encode your video and see if this helps.
BenHelfen
Community Member
3 years ago
I'm having this same issue, and found a work around. This only works if you have an already functioning video somewhere in a .story file though.

Right click the functioning video -> click Edit Video -> click Change Video -> Select video that previously was previously causing the error -> click Save & Close.

Copy and paste that slide to the .story doc you were working on. Hope this helps someone.