Why isn't my MP4 attachment playing?

[Laura Needham]

I am trying to upload an MP4 video file to a Confluence page. When I am in the editor, the video will upload with a preview and the video will play. 

However, it refuses to publish the page with the loaded preview. Instead, I have to refresh the page and publish it before the video preview loads. The published page shows a loading screen for the video preview.

Clicking on the preview will not play the video, and the preview never loads. Other viewers are also unable to play the video and see the same preview screen. How can I fix this?

[Brant Schroeder · Accepted solution]

@Laura Needham I have mostly seen this with the file name.  Make sure you do not have any spaces or special characters in the file name.  I would suggest renaming the file to something simple example: salesforceupdate.mp4 and trying again.  

[Laura Needham]

Thanks for responding, @Brant Schroeder ! Unfortunately changing the file name did not solve the issue - any other suggestions?

[Brant Schroeder]

How large is the file?

[Laura Needham]

It's listed as 1.52 GB, but I'm not sure why as it is a cropped version of a 200 MB file.

[Brant Schroeder]

The max files size by default is 100mb.  My guess is the file is not actually uploading.  Do you have a smaller video file you could test with?

[Laura Needham]

Thank you for the suggestion! I uploaded a smaller video file (8.4 MB) and it did work - is there a way I can increase the maximum file size?

[Brant Schroeder]

@Laura Needham - You can follow the instructions here: https://support.atlassian.com/confluence-cloud/docs/configure-attachment-size/

[Fabian Lim]

Hi @Laura Needham

Welcome to hte community!

Are you uploading the file or copying and pasting it to the page?  If it's the latter, try manually updating first. 

Also, there is another thread about file name issues  as well: https://community.atlassian.com/t5/Confluence-questions/MP4-files-are-not-playing-in-any-brower/qaq-p/1548599

I hope this helps.  

Regards

[Laura Needham]

Thanks for answering, @Fabian Lim ! I was uploading the file manually. I renamed the file to a simple name, and the problem persists. Any other ideas?