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Jess M.
Jess M., Computer Support Specialist
Category: Email
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Experience:  Computer Software Support Specialist for more than 10 years
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Windows 10 won't allow me to embed any video files in any of

Customer Question

Windows 10 won't allow me to embed any video files in any of Microsoft Office apps such as PowerPoint, just get a black screen with audio only. Also sam with Windows media player.
Submitted: 1 year ago.
Category: Email
Expert:  Bryan replied 1 year ago.

Hi, and thank you for asking your question.

What's the version of MS Office you are using?

May I set up a quick, secure remote session to check the issue now?

Please reply back using the box below. Thank you.

Customer: replied 1 year ago.
MS Office version that came with Windows 10 install. Yes, you may set up a remote session to check the issue now.
Expert:  Bryan replied 1 year ago.

OK, let's get started with the remote session now. Please open up the following link:

http://www.justanswer.com/remotedesktop/join.aspx?Session=be5e5883-788d-427b-8900-63a88914f931

On the page that opens up, click "I Agree".

Download the remote file when prompted, and then OPEN/RUN the "Elsinore Screen Connect" file downloaded (at the bottom of your browser window.)

I'll then be connected. Thank you.

Expert:  Bryan replied 1 year ago.

Please make sure to OPEN the downloaded "Elsinore Screen Connect" file downloaded at the very bottom of your Chrome window, after joining the remote session using the above link. Thank you.

Expert:  Bryan replied 1 year ago.

Thank you for the remote session. Let me open up your question to our other experts now, who will be able to assist further with this issue. Thank you.

Customer: replied 1 year ago.
OK, I will wait for a response by email and/or this page which I will keep open.
Expert:  Cody replied 1 year ago.

What type of video format are these videos in?

Are they video files from your computer, or from Youtube?

Customer: replied 1 year ago.
These videos were generated by me using Roxio Creator in Windows 7; I believe these are wmv files. My Windows media Player will not play any videos, only sound and I have made my default player VLC instead.
Expert:  Cody replied 1 year ago.

See if you can convert the wmv files to mp4 using the below program.

http://www.dvdvideosoft.com/products/dvd/Free-MP4-Video-Converter.htm

Customer: replied 1 year ago.
OK Cody, I just got back to view your message so I will boot up in about 10 minutes and get back to you...thanks.
Expert:  Cody replied 1 year ago.

ok, sounds good

Customer: replied 1 year ago.
Hi Cody, I just got back to my computer and am starting to try to convert the wmv files to mp4 as you have suggested. Does this mean that the Windows Media Player should be able to play these converted files also?
Expert:  Cody replied 1 year ago.

Yes, most everything should be able to handle a mp4 file.

Customer: replied 1 year ago.
I have an application called Roxio Creator 2010 edition and used that to convert the file to mp4 format. Is that an acceptable app to use? I then tried importing this file into Windows Movie Maker but this didn't work, only the audio track could be heard. I have made my default player VLC; should I change this back to Windows Media Player for our test purposes?
Customer: replied 1 year ago.
I switched the default play to WMP and tried to run the mp4 video with no success. It runs fine with the VLC player.
Customer: replied 1 year ago.
Hi again Cody. In case you need it, my graphics card is an AMD Radeon HD 7400M series. I have the most recent software updates upon checking at their website.
Expert:  Cody replied 1 year ago.

that app should be fine

--Windows Media Player may need a codec installed

Customer: replied 1 year ago.
OK Cody, how do we proceed?
Expert:  Cody replied 1 year ago.

Turns out you need Windows Media Player 12 to view mp4 files.

What version do you have?

https://support.microsoft.com/en-us/kb/316992

Customer: replied 1 year ago.
OK I will check and get back
Expert:  Cody replied 1 year ago.

k

Customer: replied 1 year ago.
My WMP version is 12.0.10586.0
Expert:  Cody replied 1 year ago.

version 12 but still cant play the mp4 video.. however vlc plays it

and the ultimate goal is to get it to play in powerpoint or word?

Customer: replied 1 year ago.
that is correct and also to be able to import into and play in Windows Movie Maker.
Expert:  Cody replied 1 year ago.

Does your program convert to mpg or avi?

Windows Movie Maker supports
Video files: .asf, .avi, dvr-ms, .m1v, .mp2, .mp2v, .mpe, .mpeg, .mpg, .mpv2, .wm, and .wmv

Powerpoint supports

.asf, .avi, .mpg, .mpeg, .wmv

Expert:  Cody replied 1 year ago.

Altho you started off with .wmv... hmm.

Customer: replied 1 year ago.
I will check
Customer: replied 1 year ago.
The file types my app converts to are: mpeg2, mpeg4, H.264 (blue ray) and wmv. I converted my wmv file to mpeg4 not mpg4 unless these are the same.
Expert:  Cody replied 1 year ago.

I'm surprised the wmv file doesn't work as it says it should.

Can we setup a remote session?

Customer: replied 1 year ago.
Sure
Expert:  Cody replied 1 year ago.

go to the above link to connect me

Expert:  Cody replied 1 year ago.

the .wmv file works on mine, but I have Office 2016. Yours is running Office 2013

Expert:  Cody replied 1 year ago.

After you insert the video, go to File --> Optimize Media Compatibility

then see if it will play

Expert:  Cody replied 1 year ago.

^ That's within powerpoint

Customer: replied 1 year ago.
OK, I will try this and get back.
Expert:  Cody replied 1 year ago.

k

Customer: replied 1 year ago.
Optimize Media Compatibility is grayed-out within PPT app on my version
Expert:  Cody replied 1 year ago.

you inserted the .wmv file ?

Customer: replied 1 year ago.
I will double check and get back
Customer: replied 1 year ago.
I still cannot Optimize Media Compatibility since it is grayed out and I tried both mp4 and wmv files with same sound-only problem.
Expert:  Cody replied 1 year ago.

If you go to File --> Account

What's the version it says?

I downloaded Office 2013 and it works on mine... trying to figure out what the difference is between the 2.

Customer: replied 1 year ago.
PPT Version is: 15.04779.1002, MSO 15.0.4779.1000 32 bit. My Sony Viao is running 64 bit....is this a problem?
Expert:  Cody replied 1 year ago.

no that's fine, same version as me

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