Title: error message when inserting mp4 Last modified: August 10, 2022 --- # error message when inserting mp4 * Resolved [barbler](https://wordpress.org/support/users/barbler/) * (@barbler) * [3 years, 10 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/) * I am hosted by wpengine. mp4’s can be uploaded to library (without preview) but can not be used in stories. Error message reads: Error invalid media element. * The third party videos work just not any i am uploading * Any suggestions? * thank you * barbara Viewing 11 replies - 1 through 11 (of 11 total) * Thread Starter [barbler](https://wordpress.org/support/users/barbler/) * (@barbler) * [3 years, 10 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15906215) * I hope this issue gets addressed soon. I worked with 2 techs from wpengine and they are sure it is an issue on the plugin end. What would be causing a small mp4 from the media library not to be imported into the Story? Your 3rd party asset video does work, I just can’t import my own custom mp4s. * By the way, my theme is custom…wondering if that might be a contributing factor. * My wordpress is up to date. * Looking forward to the response. * Barbara - This reply was modified 3 years, 10 months ago by [barbler](https://wordpress.org/support/users/barbler/). * [Luckyna San](https://wordpress.org/support/users/luckynasan/) * (@luckynasan) * [3 years, 9 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15911947) * [@barbler](https://wordpress.org/support/users/barbler/) Hi there, I am sorry you are facing this issue. I’m happy to help determine what could be causing the issue, but could you please share a few more details? * 1. When this error displays, can you please open your browser developer tool to check for any [browser console errors](https://jmp.sh/FerQD0j)? * 2. Could you provide your [Site Health](https://i.imgur.com/Rtkmsba.png) information? You can share [privately](https://docs.google.com/forms/d/e/1FAIpQLSd-AeFLOIJd4NLYz7EDUa9vMfzZIoT5Bn1leV3dL2CM_B1C6Q/viewform) if you prefer. * 3. If possible, you please share the file URL for which you are trying to upload? * Thread Starter [barbler](https://wordpress.org/support/users/barbler/) * (@barbler) * [3 years, 9 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15912548) * I just sent the information privately. Thank you. I don’t think I get browser console errors. * [Luckyna San](https://wordpress.org/support/users/luckynasan/) * (@luckynasan) * [3 years, 9 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15917885) * [@barbler](https://wordpress.org/support/users/barbler/). Could you go to your media library and copy/paste the file URL and share it? You can paste the file URL in the private form if you prefer. * Thread Starter [barbler](https://wordpress.org/support/users/barbler/) * (@barbler) * [3 years, 9 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15917947) * I actually don’t know how to share private? I am having trouble. [video src=" https://www.lepplerinjurylaw.com/wp-content/uploads/2022/03/shoping-for-bike- helmet.mp4" /] - This reply was modified 3 years, 9 months ago by [barbler](https://wordpress.org/support/users/barbler/). * [Luckyna San](https://wordpress.org/support/users/luckynasan/) * (@luckynasan) * [3 years, 9 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15918090) * [@barbler](https://wordpress.org/support/users/barbler/) Thank you, this works. Unfortunately, I am not able to reproduce this issue on a site with the same hosting, and your video was uploaded and previewed successfully. If possible, could you test if you encounter the same issue on a fresh new site? * Thread Starter [barbler](https://wordpress.org/support/users/barbler/) * (@barbler) * [3 years, 9 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15918348) * I only have one site. The issue is that I can’t upload my own mp4 to your plugin stories. Are you saying that you can’t login to my site to see what the problem is? I guess my only solution is to disable the plugin? Can this situation be escalated please? Please correct me if i am incorrect, but I thought Stories allows you to use your own .mp4 files…that is the issue…it is not letting me upload an .mp4 - This reply was modified 3 years, 9 months ago by [barbler](https://wordpress.org/support/users/barbler/). * [Bethany Chobanian Lang](https://wordpress.org/support/users/mxbclang/) * (@mxbclang) * [3 years, 9 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15918581) * Hi Barbara, * Thanks for getting in touch. I’m one of the leads on support for the Web Stories plugin. * > Are you saying that you can’t login to my site to see what the problem is? * As Luckyna noted, per the [WordPress.org support forum guidelines](https://wordpress.org/support/guidelines/), we’re not able to request or access the back-end of your website. This would be a major liability for both us and you if we ended up messing something up! * > The issue is that I can’t upload my own mp4 to your plugin stories. Please > correct me if i am incorrect, but I thought Stories allows you to use your > own .mp4 files…that is the issue…it is not letting me upload an .mp4 * You are correct that the Web Stories plugin allows you to upload and use your own .mp4 files. Since we haven’t had anyone else report this particular issue, it does seem like this is not a “bug” in the Web Stories plugin, but some kind of conflict that requires troubleshooting on your site in order to identify where the problem is coming from. * As you know, WordPress is a massive ecosystem with tons of configuration options, so conflicts like this unfortunately do occur. These conflicts can be caused by just about anything: a setting on your hosting provider, a plugin, your site’s theme, or something else. * > I guess my only solution is to disable the plugin? * You can of course do that if you like, but if you’d like to continue to use Web Stories, you can try some troubleshooting steps. I see that you provided your Site Health information and you have 25 plugins installed and activated. It’s possible that one of these plugins is causing the issue with Web Stories. To test, you can try the following: 1. Install and activate the [Health Check and Troubleshooting](https://wordpress.org/plugins/health-check/) plugin 2. On the Plugins > Installed Plugins screen, select Troubleshoot under Web Stories. This will deactivate all other plugins on your site for testing purposes. Note that this won’t affect the front-end of your site that your visitors see; just the back-end for you. 3. Now go to Web Stories and try to upload and use an .mp4 on one of your stories. If it works, that means that there is a plugin conflict somewhere. If not, it means that the issue is not with a plugin conflict, but perhaps a conflict with your theme or something with your hosting provider. 4. If the upload works with your plugins deactivated, the best way to determine which one is causing the problem is to go back to Plugins > Installed Plugins and reactivate the plugins (by clicking Enable while troubleshooting) one-by- one and testing the MP4 upload/placement after activating each one. If it stops working after you activate a plugin, that indicates that that plugin is the problem. * I know that this kind of troubleshooting can be time-consuming, but because every WordPress setup is so different, it’s the best way to identify and address conflicts. * Let us know if you have any questions on the above. * Thank you! Bethany * Thread Starter [barbler](https://wordpress.org/support/users/barbler/) * (@barbler) * [3 years, 9 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15918746) * Thank you, Bethany. Yes, unfortunately as soon as I started trouble shooting my site went totally down. Unfortunately this was a custom site and I can’t even put a default theme in as this message suggested …you don’t have any of the default themes installed. A default theme helps you determine if you current theme is causing conflicts. * Oh well. * So sorry but I guess I have to scrap my google stories idea : ( * Thank you for your help. * [Bethany Chobanian Lang](https://wordpress.org/support/users/mxbclang/) * (@mxbclang) * [3 years, 9 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15920267) * [@barbler](https://wordpress.org/support/users/barbler/) Of course! I’ll mark this topic as resolved for now but if you’d like to try again in the future we’re happy to answer any questions. * Thread Starter [barbler](https://wordpress.org/support/users/barbler/) * (@barbler) * [3 years, 9 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15929651) * Hi again. My webdeveloper fixed my mp4 issues, so I can now use the plug-in Question…I just published my first story but I do not see my logo on it. How do I add the logo. I have the default set with the image I uploaded but it doesn’t appear in the published story. Thank you Viewing 11 replies - 1 through 11 (of 11 total) The topic ‘error message when inserting mp4’ is closed to new replies. * ![](https://ps.w.org/web-stories/assets/icon.svg?rev=2386543) * [Web Stories](https://wordpress.org/plugins/web-stories/) * [Frequently Asked Questions](https://wordpress.org/plugins/web-stories/#faq) * [Support Threads](https://wordpress.org/support/plugin/web-stories/) * [Active Topics](https://wordpress.org/support/plugin/web-stories/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/web-stories/unresolved/) * [Reviews](https://wordpress.org/support/plugin/web-stories/reviews/) * 11 replies * 3 participants * Last reply from: [barbler](https://wordpress.org/support/users/barbler/) * Last activity: [3 years, 9 months ago](https://wordpress.org/support/topic/error-message-when-inserting-mp4/#post-15929651) * Status: resolved