WP video files not appearing in image browser

Hi there,

What type of video is it, a MOV or an MP4 file? MOV files are not currently supported, but we are working on ways to automatically convert them to MP4s.

Thank you for your reply. I have tried both MOV and MP4 file formats, and the issue is the same for both.

Good to know, thanks! Just to clarify, with “media browser” you are referring to the media window you get when clicking on the “Upload” button? Does the issue also happen with the built-in media listing on the left hand side of the editor?

To be able to better assist you, could you please share your website URL and your Site Health information? You can do so privately if you prefer. This waye can check for any plugins that may be conflicting with Web Stories plugin.

While we investigate your Site Health info, could you attempt to troubleshoot your site using the Health Check & Troubleshooting plugin? This way you can simulate using your site with individual/all plugins disabled, to find if there is a conflict.

1. Activate the Health Check & Troubleshooting plugin and enable its troubleshooting mode. This mode disables active plugins and switches to a default theme safely because it only affects the experience of the logged-in user.
2. Enable the Web Stories plugin alone and check whether the issue is still present. If not, enabling plugins one by one in this mode may help pinpoint if something else is involved. Note: you can disable troubleshooting mode from the plugins page.

Thank you for your assistance! I submitted my response and site health info privately.

@harclab Thank you for quickly updating us with that information. Who is your hosting provider?

With only the Web Stories plugin activated, the problem persisted.

To confirm, the problem persisted in an incognito window, and with a default theme enabled (using the Health Check plugin)?

The video files do not appear via the built-in media listing on the left hand side of the editor, nor does it appear when I click the “Upload” button and browse my media library from there.

Can you confirm which video file format you are referencing (MOV or MP4)? I understand you mentioned it was occurring with both types earlier, but wanted to confirm which is referenced here. Are you not able to see/play it in the media window and in the editor? If possible, can you please share a video of the issue you are experiencing? You can use services like Recordit to create and share.

Hello,
<Who is your hosting provider?>
Automattic

<To confirm, the problem persisted in an incognito window, and with a default theme enabled (using the Health Check plugin)?>
I just tested it again using an incognito window and a default theme enabled. The videos are still not appearing in the media library within Web Stories.

<Can you confirm which video file format you are referencing (MOV or MP4)?>
MP4

<Are you not able to see/play it in the media window and in the editor? If possible, can you please share a video of the issue you are experiencing? You can use services like Recordit to create and share.>
I will share a video using the private form. I’ll show that the video file appears in my media library, but it does not appear in the Web Story plugin editor media library. The video file can be embedded within regular WordPress posts without issue.

Thanks again!

Apologies @harclab , but unfortunately you’ll need to share your screen recording through one of the recommended apps (such as Recordit or Jumpshare)as we are not allowed to access your other recording.

Additionally, could you please send us the video file URL you are attempting to upload?

Meanwhile, we’ll do some more testing on our end and will continue to investigate.

Oops! I’m sorry about that. I submitted the Recordit link and video URL in the private form.

@harclab Thank you so much. We’ve received your information. If you’ll allow us some time to investigate this, we will be sure to share any updates with you.

Hi Luckyna,

I am having exactly the same problem as described in this thread.

I use jetpack to host my video files, and when I want to create a video web story, I get “no media found” on the left side window of the google webstories plugin.

I also get a picture instead of the video.

Any tips appreciated.
Cheers
nico

@nicolapallotta If you’d like to open a new support topic we’d be happy to assist with your case individually.

Please include all relevant information to your support topic, including your Site Health Information if relevant. You can share using this form after opening a support topic. Thanks!

@harclab Thanks so much for your patience as we investigated this issue further! I was able to replicate the video issues you’re seeing on a WordPress.com (Automattic)-hosted site with Jetpack’s VideoPress feature enabled. It appears that VideoPress may have a conflict with Web Stories here that is keeping videos from being recognized and utilized as such in the Web Stories Editor. I’ve created a GitHub issue for this here.

Unfortunately, at this time there isn’t a good workaround that I can provide to allow your videos to be accessible in the Web Stories Editor. There isn’t any way to turn off VideoPress on WordPress.com hosting, so all videos must go through that service. I can update here when I have more details on a possible fix on our end or on the VideoPress side, but I’m sorry I don’t have a solution for you at the moment.

I really appreciate your assistance in identifying the issue. I’ll keep an eye on this thread for any updates.

@shetheliving thanks Bethany, I’ll keep an eye on the GitHub page for this issue.
Cheers
Nico

@harclab Of course!

@nicolapallotta In order to help us track the different reports of this issue, can you please open a new support topic and use this form to share your Site Health information? Thanks!