Videos created in Camtasia 8 refuse to play

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  • Updated 3 years ago
Just updated to Camtasia 8. Why are videos displaying the message "we are unable to connect to the content you've requested. We apologize for the inconvenience" when I try to play them?
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Chuck Frey

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Posted 4 years ago

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Shane Lovellette, Employee

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Thanks for your post Chuck. Can you provide more details about what you are trying to do? How are you producing your videos, and where are you hosting them? We might be able to help with more information.

Thanks,

Shane Lovellette
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Chuck Frey

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I produced a video last year in Camtasia 6 or 7 that for some reason isn't working properly on my blog. I upgraded to Camtasia 8 and opened the original camproj file, and agreed to let version 8 update it to be compatible with it. I then went to produce a new video, using the embedded player. It generates all the files with no errors. I open the HTML page and the static video appears. I click the play button, and I get the message I told you about.

Next, I FTP everything to my blog, navigate to the HTML page, click on the play button and the same thing happens.

Does that help?
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Shane Lovellette, Employee

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Sounds strange. When you produce from Camtasia Studio 8, you should get an .MP4 file in the same folder as the HTML file. Check to make sure the MP4 video file is in that same folder. The HTML file references the video file when you try and play it.

I recommend contacting our Technical Support department who can troubleshoot this issue with you directly. It is free, and you can submit a case here: support.techsmith.com

Shane
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carole

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We get this error too - with a newly created file based on a newly created PPTX file with animation. Help says it's related to SCORM and multiple files/markers - but this is just a PPTX file - no audio, no callouts, nothing added. Just a few snippets to edit and reduce runtime. It plays back file after rendering - it just can't be shared.

We republished it via wav - but it's ugly. Fixing this would be nice.
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Ola Johansson

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Same problem here. And the .MP4 is in the in the same folder as the .html. As far as I can tell, the .html and .xml-files point where they should... (I just copied the whole production folder to my web server). Please invetigate and post a solution...
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carole

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Support provided me with some insight to my issue. Our file is posted to a network drive where it's linked with it's full network address. For this it's a 'known issue' to get this error. The tip was to to link it to a mapped network drive name, which luckily we can do as all our users have a mapped drive that we can load to. While they can now view the video, they get an error at the end that features didn't work due to network security settings and the video needs to be installed to a web or server. As far as I can tell (as the creator) the video runs fine - but there's no way to turn off the ending error. I think we'd have to website to link the files. That adds a layer of !#$! to deployment and will likely prevent us from going forward with this idea as adding any videos will require full change control, versus anyone can post files to a drive. Argh. I so wanted Camtasia to be the tool for us, but we may not live past the trial.
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Ben Rhodes, Employee

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Hi Carole,

Thank you for providing more detail on your needs. We developed the Smart Player to work from a web server first. The primary reason is security restrictions built into the web browser and Flash plugin when viewing content locally on your machine. This includes viewing content from a network drive.

However here are a few ideas that may help.

If you publish with no Table of Contents and disable the ability to search, you will not see the security warning message when viewing the video locally with the Flash plugin enabled.

You can do this by unchecking the following checkboxes for a custom production.

Removing the security warning with the HTML5 player is a little more complicated and requires manually editing one of the files that get produced.


  1. Open the production folder.

  2. Select the [production_name]_player.html in a text editor (Notepad for example)

  3. Locate the line highlighted in this image.

  4. Following the instructions in this image.



Ben
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Ben Rhodes, Employee

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Quick note: The image linked in bullet point 4 has some text cut off. Just remember to save the document once you have made the text change.
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carole

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Ben, I love you!!! This works perfectly! Pfew! I really do want this to work for us. One issue remains on our PPT test, and that is it didn't take us to the place we wanted to go after the video - namely to the list of video instructions. I confirmed it's set up in the player:

TSC.playerConfiguration.setEndActionParam("file://N:/Visual%20Merchandising/Sign%20Dept/POS%20Central%20Videos/TOC.htm");

Is this related to the html 5 security issue? If so, we can restructure our launch document (so stilll feel the love!) to workaround this.

Thank you for your help
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Ben Rhodes, Employee

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Navigating to another page is restricted by the Flash Player and some web browsers in the local environment. This would indeed affect that end action. When using the HTML5 player, the Safari browser is pretty flexible. You may want to give it a try.
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carole

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oh. ok. I'm afraid in a corp environment we're not allowed to pick our browser. or our OS. Ah, well!
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Thomas Price

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I have this same problem; this occurs even when I try to view the cast on my computer. As a work around, I selected the entire time line and produced the selection.
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timmorris255

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We had a similar issue. It was caused by the web server not being aware of how to manage the MP4 extension (previously we produced all videos in FLV though this is not possible in Camtasia 8. We use Windows Server 2008, so to solve this we added MP4 as a new MIME File Extension in IIS. Here's the most straight forward explanation that I've found:

http://www.articulate.com/support/kb_...
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carole

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Using a mapped drive designation doesn't work on those with Win7 machines. Those machines translate the mapped drives into UNC - and the error occurs.
There's no apparent way to turn off the UNC translation, so until Camtasia can link to the file on a network drive....
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Thomas Steele

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I have the same problem. I have Camtasia 7 videos that work fine. The Camstasia 8 videos are the ones that won't play. We've been making a lot of training videos over the past 18 months. We use the same web page to launch them and the same server location to store them. Mapping a drive and editing the config.xml works, but we can't do that for 1100 people. We need a solution that works.
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Lionel

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Same message recently, local harddrive. For me the reason why it happens is simple: after waiting for the render this time for whatever reason, the mp4 file was simply not there.

Frustrating! Yet another weirdness on Camtasia 8. I'll try the suggestion above to select all and produce as selection and see if that works.

re: network issues, I've noticed Cam8 produced mp4 files where I apply the qt-faststart fix (google it) start faster off my mapped network drive, than files that this aren't applied to, related to this:
http://feedback.techsmith.com/techsmi...
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Mike S

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I'm finding something similar. It appears Camtasia wants to be produced only to a folder beneath C:\\ ...User >Documents > Camtasia Studio. When trying to produce to any other folder, for example the Desktop, all files EXCEPT the .mp4 file is created. It appears for a second, then disappears at the end of production.
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Thomas Price

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Thanks, Mike, for your post! have exactly the same problem even when I produce to a folder beneath C:\\ ...User >Documents > Camtasia Studio. I am using the lastest version of Camtasia 8 on a Windows 7 (64bit) machine. Have you become aware of a solution to this difficulty?
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Lionel

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It's a pretty annoying problem, but when it occurs the solution is to go to you temp folder (find what it is by Tools->Options) and look for the latest modified mp4 file. It should be your completed mp4, rename it and reinsert to the produced folder.
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Cláudio Marques

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I'm learning how to use Quizzing. I've produced a video with a Quiz to MP4 - Flash / HTML5 Player, uploaded to my site all the folder video, and when I run on web the html file, I get this message too:

We are unable to connect to the content you've requested. We apologize for the inconvenience.

Any tip for this?
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christopher gooch

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I am having a similar issue. I have produced two videos in camtasia 8. The settings are exactly the same for both videos. They are hosted on the same web server in the same folder. Both play locally no problem. One plays over the web, the other gives me the error "we are unable to connect to the content you've requested. We apologize for the inconvenience". As far as I can tell, there is no difference between the files.

Any Ideas
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TommyMasterSeries

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Same Problem. plays on IE but not Chrome or FF

Will have to use Camtasia 7 agh
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lorilori

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Navigating to another page is restricted by the Flash Player and some web browsers in the local environment. This would indeed affect that end action. When using the HTML5 player, the Safari browser is pretty flexible. You may want to give it a try
http://www.lajm-shqip.com/
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Toxyc Prodigal

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After some tests i've got to the root of the problem, where when you produce a video through some network folder it will not work causing this issue, in fact it is that you can produce it, but you can't play it over the network, the flash will not be able to reproduce the video, the screen you see is actually the .PNG image that you capture from the video, but the video itself cannot be played.

in order to work just copy the folder and paste it on some local folder you have , like your desktop, then you will be able to play it, i hope i have helped....

Greetings Sormach,
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nicole

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In my case even videos created in another software don't play in Camtasia 8.
Of course no camrec or avi files created in older Camtasia versions play either.
I can't see any video at all!
I only get a vertical line in the middle of the canvas instead.

The same files play normally in Windows Media Player, Quicktime, Dvx Player.
I've used Camtasia for years now, and never had to ask for support.
Hopefully this is the right place.
I just installed Camtasia 8 yesterday and I've been struggling with it for 2 days now.
It's not working.
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Arun Perera

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Hi Nicole,
try the following

Click on Tools-->Options-->Program tab and uncheck the box for "Use GPU acceleration if available".

Then restart Camtasia and see if it works.
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ONEIMAGE

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Did anyone get an answer that worked ? Arun's response doesn't work for me. I just converted to a licensed version of Camtasia 8 and before I used it, I got a message "Can;t connect to our server but you can still use Camtasia". Is that connected to this issue, too ?
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ONEIMAGE

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Sorry, I should add that the trial version was working in "8".
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D Berg

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I was having this problem also, but here is what worked for me:

1) Copy the folder created by Camtasia 8 over to your web directory.
2) Go to your web browser and type in the url http://www.yourdomain.com/foldername/...
3) That's it. It worked!

Using Windows Explorer to find the file and then double clicking didn't work. Going directly through the web browser did work.
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James Leahy

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I am also constantly running into this issue and cannot produce a singel successful result. Camtasia 7 was fine. I have been making videos with Camtasia for 5 years and at a standstill with Camtasia 8. What's going on?
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Zohar

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I had the same message "we are unable to connect to the content you've requested. We apologize for the inconvenience" when trying to run the video on my IIS

The problem , for me , was that a MIME type was missing , for some reason in Win 7 IIS there is no MP4 MIME type , I have added the MIME type and the videos are working properly now .
Maybe it will help you as well ?

Here is a link to help you set it ( if you need )
http://www.articulate.com/support/kb_...
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Myrene Magabo

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Reading through all the topics, I suspect a sort of "exclusivity" where one can best publish videos created in Camtasia Studio 8. Is is at comcast.com? How much is it to maintain a site that's fit to publish Camtasia Studio 8 videos where its features (especially the quiz and survey features) can be fully utilized? Thanks in advance for your response!
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kayakman, Champion

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you can easily publish your Camtasia Studio videos using Screencast.com; you can open a free account there.

You can also just get a web site domain from one of many host providers; these are very inexpensive, many offer unlimited bandwidth and disk space; some are available now for only a few dollars a month; check out Exabytes.com as an example [few $$/mo]. You'll only need a FTP app [some are free, like WS_FTP] to upload your productions and manage the site files.

Personally, I use an app called Beyond Compare 3 Pro to manage my productions and web site files; it includes an excellent FTP capability.

Maintaining your own web site and Camtasia Studio productions is very easy.

But I suggest you start with Screencast.com; see info on TechSmith web site.