Local media/video library .mp4 file won't play in knowledge article (video embedding)
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01-17-2023 08:53 AM
Hello! Doing DEV testing for Tokyo upgrade, and I'm running into an issue with embedding videos.
We've set up HTML Sanitizer. Our properties list has glide.html.enable_media_sites set to the default: youtube.com,player.vimeo.com,vimeo.com. (This is the same as what we have in production/Rome now, where this feature works.)
I can get most YouTube videos to work as they should, but I can't get an .mp4 file from the video library to be inserted and then play. I get a blank video screen. It's dark grey, and the time is set to 0:00. So, the controls and things are there, but ServiceNow isn't picking up the content.
Has anyone else had this issue, and if so, how have you been able to solve it?
Thank you, all!
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embedded video
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Knowledge Management
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01-17-2023 09:05 AM
Please try watching it from another browser/device also. Sometimes browsers have issues with the used codecs (video compression algorithms). This may help to get a clearer picture of the issue.
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01-18-2023 09:05 AM
I could be totally wrong, but maybe the shift from Rome/Tokyo affected your video library on ServiceNow. Have you/can you try embedding the original video file directly from your computer?
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04-11-2023 09:24 AM
I am having similar issues (regardless of the browser I'm using). A video that I embedded in a knowledge article before we upgraded from San Diego to Tokyo plays fine. But as soon as I save a new version - even just a draft - the link to the video itself is lost, even in the published version, and I get the black blank screen described above. Also, I am not able to load any new MP4 videos to new articles.
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04-18-2023 08:55 AM
The issue seems to have resolved itself. Turns out the connection was timing out. When I uploaded videos at a different time and waited long enough and used smaller files, the videos uploaded and worked as expected. Sometimes, it seemed like it was frozen up, but then after 20 minutes or so, I would refresh and the video would be in the library. Thank you, everyone, for weighing in!
