What video formats are accepted in a knowledge base document?

tony_carter · ‎03-22-2017

I am trying to import an mp4 video into a Knowledge Base document, but it is telling me "Attachment is not a recognized video file format".

I have tried checking the documentation but can't find the answer.

Can someone please tell me what formats are accepted - or even better give me the link to the correct online document page.

thanks

Tony

Brad Tilton · ‎03-22-2017

Take a look at this docs article, it looks like you can define that.

Define video file types for HTML fields

Edit: Adding more context. The text field on the knowledge table where you define the contents of the article is just an HTML field, so this article applies to that as well as any other html fields in ServiceNow

View solution in original post

stb2 · ‎03-23-2017

Hello there,

if have the same issue. Created an .avi vid with active presenter software, but I receive

still this plugin error shown in this thread above.

I dont think there is a problem with the file itsself hence it plays in without any problems in several media players.

Some guide on what to do here would be nice

Greetz

SC10 · ‎04-05-2017

b-rad

Have you tried embedded in a file recently? I ask because I am having all of the same above issues.

I am trying to embed an AVI file, and the error "the plugin is not supported" is occurring. It's not a file size issue, as the AVI file is under 1MB.

Could you please go through the paces of embedding an AVI and let me know what steps you took? Thanks!

Dave Smith1 · ‎04-05-2017

Are you sure "this plugin is not supported" isn't a message from the browser, rather than from the platform?

SC10 · ‎04-05-2017

Looks to be browser related (Chrome) but regardless it still doesn't work.

I've gone ahead and tried a .MOV file (as ServiceNow reports it support .MOV .AVI and .SWF), opened up the KB article in IE10, and now instead of my video showing embedded into the KB article, I'm getting broken Quicktime thumbnails...

Note: I have added the "html_sanitize=false" attribute to my Text field on the KB table, so that it no longer sanitizes out any HTML code.

Dave Smith1 · ‎04-06-2017

Can you confirm if the video plays natively in the browser? - Just drag and drop it in?

I know not all browsers support MP4 nor WEBM, despite HTML5 trying to bring cross-platform standards.

If there's still an issue, an alternative approach is to upload the video onto Youtube then add the embedded player in there. It won't solve your MOV problems, but it delegates it to someone else that takes care of cross-browser video formats (and who actually does a pretty good job of it)