Forum Discussion

MatheusGenovez's avatar
MatheusGenovez
Community Member
12 months ago

Copied course video issue

Hello!

I've encountered an issue when duplicating a course in Rise. The videos uploaded to the copied course do not play, and I receive an error message stating, "The media could not be loaded, either because the server or network failed or because the format is not supported."

Initially, I believed this problem occurred due to copying the course and changing its folder location. However, I conducted a test by simply duplicating the course and leaving it in the same folder, and the issue persisted.

I would greatly appreciate any assistance or suggestions on how to resolve this issue. It would significantly improve my workflow.

Rise 360
  • RussellEngoran's avatar
    RussellEngoran
    Community Member
    4 months ago

    I have experienced a similar issue.

    When I duplicate a RISE course with videos, that include "_NOPROCESS_" in their name, the videos work in the original course, but fail to load in the dupe course every single time.

    The "_NOPROCESS_", by the way, is listed as a RISE best practice to keep a video file as/is and not re-compress.

    I submitted a ticket on this and they verified that it is a bug in the system and they are working on it.

  • Chris-Santos's avatar
    Chris-Santos
    Staff
    12 months ago

    Hi Mattheus,

    Thanks for reaching out to our support team.  I'm glad you were able to resolve this issue by re-uploading your videos.  If you have any further concerns, feel free to reach out to us again!  We'll be happy to help.

  • MarkToranzo's avatar
    MarkToranzo
    Community Member
    9 months ago

    There needs to be a resolution for this. Causes a ton of extra work.

    • StevenBenassi's avatar
      StevenBenassi
      Staff
      9 months ago

      Hi Mark!

      Sorry to hear you've also been affected by this issue!

      I see that you've connected with our support engineers through a support case. Smart move! It looks like my teammate Wilbert replied to your e-mail with some follow-up questions.

      We can continue troubleshooting through your case to help keep all information in one spot.

  • LucianaPiazza's avatar
    LucianaPiazza
    Staff
    4 months ago

    Hi Russell, 

    Great call opening a case with us! I see that you're working with our colleague Philam. You're in excellent hands! 

    We'll continue the conversation over in your case. 

    Have a great afternoon!

  • PeterLocke's avatar
    PeterLocke
    Community Member
    4 months ago

    Hi team,

    I'm also experiencing the same video issue as Russell when duplicating a course. The issue also occurs when sending a copy of the course to another Rise user. Please can you advise if I need to submit a separate ticket - or should I just wait until the issue is resolved?

    Thanks, Peter

    • RussellEngoran's avatar
      RussellEngoran
      Community Member
      4 months ago

      Peter, that is the exact case that I am experiencing. I need to duplicate and send copies of RISE courses to others.

      • StevenBenassi's avatar
        StevenBenassi
        Staff
        4 months ago

        Hi Russell!

        Glad to see my teammate Philam has been helping you through your support case!

        As Philam shared, we have this behavior logged as a bug in Rise 360. I've linked this discussion to the bug report so you can be notified as soon as a fix is in place.

        Thank you for your patience. Sorry if this has been slowing you down!

    • StevenBenassi's avatar
      StevenBenassi
      Staff
      4 months ago

      Hi Peter!

      Sorry to hear you've also run into this setback!

      As I shared with Russell, we have this behavior logged as a bug in Rise 360. I've included your voice in the bug report so you can be notified as soon as a fix is available. Thank you for your patience while we work through this issue!

  • PeterLocke's avatar
    PeterLocke
    Community Member
    2 months ago

    Hi Steven,

    I'm following up to see if there's been any progress on this issue please? The "Pro tip" on the Articulate support page has not been modified / removed and still advocates for using the _NOPROCESS_ method to avoid video compression being applied, yet this bug still appears to persist.

    As a user who shares and duplicates many video-heavy courses, and who chooses to use the _NOPROCESS_ method to keep SCORM file sizes as small as possible, it would be great to get a guide as to when this bug will be fixed, if possible. 

     

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