Forum Discussion
Trying to insert an MP4 video into Storyline, but receive an error message that states it is not a supported format.
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.
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.
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?
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.
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 ;)
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.
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
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?
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!
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.
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.
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.
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
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.
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.
