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Why doesn’t my uploaded video play in a draft knowby correctly on Windows?

Videos recorded on iPhones and Androids are usually saved in HEVC (H.265) format. Windows does not always include the required video codecs to support H.265 in the browser, which can prevent the video from loading or playing in the knowby editor.

What’s happening:

  1. iPhones and most Android phones record video in HEVC (H.265) by default.
  2. When a video is uploaded to Knowby, it is stored exactly as uploaded.
  3. Windows' support for H.265 depends on codecs, hardware, and system configuration.
  4. If Windows cannot decode the video, it will not load in the editor.

Why Windows?

Microsoft chose not to include HEVC licensing in Windows by default — making it a paid add-on rather than a built-in capability. When the codec is missing, browsers on Windows fail silently without notifying the user, which can make it appear as though the problem is with the application you're using. This is not a universal issue: whether it affects you depends on your specific hardware and whether the codec licence is already present on your machine.

Note that this only affects draft knowbys — once a knowby is published, Knowby automatically transcodes it into multiple formats to ensure compatibility across all browsers and operating systems.

Quick check: drag one of the source video files directly into a browser window — if it doesn't play, that confirms the codec is missing at the OS level.

What you can do right now:

  • Install the HEVC codec from the Microsoft Store (Microsoft's recommended solution)
    Get from Microsoft Store: https://apps.microsoft.com/detail/9nmzlz57r3t7
  • Record or export videos as H.264 on iPhone
    Settings → Camera → Formats → Most Compatible
    Link to knowby: https://knowby.show/f4a88fdc-cf64-4d8d-9554-dd4e26d7ecee

  • Record in H.264 (Most Compatible format) on an Android device. The exact path varies by manufacturer, but generally:

    • Samsung: Camera app → Settings (gear icon) → Video size → choose a resolution that shows "MP4" or lower quality options, or Settings → Video format → switch from HEVC to H.264
    • Google Pixel: Camera app → Settings → Video quality → select a non-HDR option (HDR video often forces HEVC)
    • Other Android: Camera app → Settings → Video codec / Video format → select H.264 or AVC

 

Process for IT admins to deploy at scale:

The codec is a Microsoft Store app (Microsoft.HEVCVideoExtension), so deployment depends on how the org manages Windows:

Via Microsoft Intune (most common enterprise path):

  1. In the Intune admin centre, go to Apps → Windows → Add
  2. Select app type: Microsoft Store app (new)
  3. Search for "HEVC Video Extensions"
  4. Assign to a device or user group
  5. Set assignment type to Required for silent installation

Via Windows Package Manager (winget) — for scripted/GPO deployment: 

winget install --id 9NMZLZ57R3T7 --source msstore --accept-package-agreements --accept-source-agreements

Via Microsoft Store for Business / Volume licensing:

  • Acquire the app through the Microsoft Store for Business portal and sync it to your MDM for fleet-wide deployment

Via Group Policy / DISM (offline/air-gapped environments):

  • The codec can be pre-injected into a Windows image using DISM if the org manages golden images for device provisioning