MP4 not playing on learner's computer

[amandab58]

Hi,

I am using Captivate 9.0.2.437. I have created a responsive project with embedded published video demos, i.e. mp4 files. I published and zipped the cptx file and uploaded it to our document management system. I have created over 10 projects doing this. 

Up until recently everything worked as expected. However, the mp4 files in the last two projects have not played on the learner's computer. This is even though everything worked perfectly before uploading the file to the system.

Has anyone got any suggestions as to what might be going wrong?

Thank you.

Amanda

[StevePixel]

Hi Amanda, 

We need way more details in order to assist. For example,

When you say won't work, what exactly happens? Black screen, video freezes, video plays but no audio?
Did you import or stream the video?
Is the Learner using a Mac or PC or both?

This would be good place to start. 

Cheers,
Steve

[amandab58]

Hi Steve,

In answer to your questions: the video effectively freezes as the play button that shows on my computer does not appear on the student's computer, therefore, the user can't activate the video to hear the audio. 

The video is imported as an 'event video'.

Both myself and my students are using MacBook Air.

I have given the mp4 file to students and they are able to view it outside the html environment. I have redone the project and imported the MP4 file using Multi-synchronising and Progressive Download. I will be asking students to test the project tomorrow.

I will update this query when I know the outcome. 

[RodWard]

Judging from the size of the video in your screenshot, the video fills the entire stage area.

If so, the reason why the students might not be able to see the Event Video playbar controls could be due to them being off screen somewhere. 

[amandab58]

Hi Rod,

Thanks for the suggestion. We have already looked at that aspect and unfortunately it is not the case.

Regards,