When embedding video to a knowledge article, the message "This plugin is not supported" appears after the upload is complete.

The product documentation states that .mov, .avi, and .swf. files are supported (although only .swf files can be uploaded), however, regardless of the format, the video will not embed after saving the knowledge base article.

Steps to Reproduce

  1. Open a knowledge base article.
  2. In the Text field toolbar, click the insert/edit video button .
  3. Insert a .mov file or .avi file.
  4. Click Upload.
    When upload is complete, the message This plugin is not supported appears. If you click OK, the video in embedded, but not playable.
  5. View the knowledge base article.
    The video does not stay with the article.


This problem has been reviewed by ServiceNow. After carefully considering the severity and frequency of the issue, as well as the cost and risk of attempting a fix, a decision has been made not to address this issue in any current or future releases. We do not make this decision lightly and we apologize for any inconvenience.

Related Problem: PRB652961

Seen In

Fuji Patch 10
Fuji Patch 7 Hot Fix 3
Fuji Patch 7 Hot Fix 5
Fuji Patch 8 Hot Fix 1
Geneva Patch 6 Hot Fix 2
Helsinki Patch 3

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2017-09-12 08:40:55