H5P Presentation mp4 video says "video format not supported"

Hi there,

We encountered a problem with the mp4 videos displaying in H5P Presentation activity, our team at the office can see every activity but when our boss tries to showcase our work for a client the videos says "video format not supported". We've tried webm and mp4 formats and it doesn't make any difference.

We spoke to our IT Director and he explained that everything on our server is working perfectly and there isn't any plugin that's missing from our chrome browser. All the browsers have been trailed and still the same result. Our IT Director estimated that it might be ISP influencing the activity.

We are using Moodle combined with H5P.

Could you please investigate this as we think there might be a bug problem with the H5P Presentation activity?

BV52's picture

Hi Heinzb,

In order to give your bug report the best chance of getting answered, please include the following information:

  1. Detailed steps to reproduce the bug (exactly how and when did it happen)
  2. Platform and version number. E.g. Drupal, Wordpress, Moodle.
  3. Mobile or Desktop
  4. Browser: Chrome, Firefox, Safari etc
  5. H5P plugin version
  6. H5P content type and version (if a content type was used), and a sample URL or attached H5P.
  7. Any browser console errors
  8. Any PHP errors
  9. Screenshots if it's a visual problem

The more information you provide, the quicker the community will be able to fix it and the quicker you'll have a working solution!


Hi there,

I've answered the points you gave as clear as possible, I hope it helps to establish the bug that we are experiencing:

  1. The Moodle URL was opened, logged into Moodle account, viewed embedded version of H5P Presentation that includes mp4 or webm video which are supported by H5P, video keeps buffering and a message displays saying "video format not supported". This bug displayed using a mobile phone, Ipod Tablet and a Laptop. Our IT Director tested it on his mobile using mobile data (Vodacom Carrier) and it displayed the same error on Chrome and Safari, when he swiched over to wifi it worked perfectly which is why we think it's the ISP thats causing the problem.
  2. Moodle 3.4.2
  3. Both Mobile and Desktop
  4. All Browsers
  5. H5P 1.10
  6. H5P Presentation and version I'm not sure of (H5p attached, view slide 6 video), It happens on all H5P Presentations.
  7. No Browser Console errors
  8. "video format not supported" when viewing video in H5P Presentation.
  9. Screenshot is attached.
BV52's picture

Hi Heinzb,

Could you please double check the if there are errors in the browser console. With the recent update to Interactive Video we added CORS (Cross-Origin Resourse Sharing). If you see an error stating something about Access Control Allow Origin your system administrator needs to make changes allow vidoes that were uploaded to be shared.


Cross-Origin Resource Sharing

Cross-Origin Resource Sharing