Forum Discussion
ERROR 5 in Google Chrome when uploading
First of all, happy holidays!
Since before the Christmas break, I haven't been able to upload videos to my Rise 360, especially on Chrome... After several attempts, I managed to do it by changing browsers and using Safari. I tried clearing the cache, but this also happens on my colleagues' PCs. I can't figure out how to fix it, and I've never seen this Google error before.
It's an error 5, and from what I've seen, it indicates:
I edit the videos myself and I always choose the optimization for web in every export I make. I've always done that but I don't know if some settings are causing some kind of trouble.
Thanks in advance,
Pia
3 Replies
Hi GianniRanucci, happy holidays to you too, and thanks for sharing all those details, that really helps.
Since the issue seems specific to Chrome and works in Safari, this does point to a browser-related behavior rather than your video settings or export workflow. A few things worth trying, if you haven’t already:
- Try uploading in Chrome’s Incognito mode. This is a great way to rule out browser extensions or cached data as the cause of the issue:
- Make sure Chrome is fully up to date and that JavaScript is enabled, since Rise relies on it for authoring and uploads.
- If needed as a temporary workaround, continuing to use a different supported browser is totally fine. You can also double-check supported browsers here.
If the issue keeps happening after those steps, especially across multiple machines, the best next step would be to open a support case so the team can take a closer look.
Be sure to include your Chrome version, that’ll help us dig in more quickly.
Thank you EricSantos and Happy New Year,
As for Chrome updates, in the browser info I read: "Updates have been disabled by the administrator". Perhaps this is because we work on company laptops managed by the IT department.
The problem persists even in Incognito mode, and JavaScript is enabled. The only solution is to upload the material using Safari.What makes me smile is that with other MP4 files from other projects, uploading works as usual. In these videos, we only made some edits and reduced their “weight,” since they are video lessons lasting about 3 hours and Rise uploading limit is 1gb!
Thanks for the update, GianniRanucci, and Happy New Year to you as well!
That note about Chrome updates being disabled by your IT team is really helpful. If Chrome isn’t able to stay fully up to date, that could explain why the issue continues there, even in Incognito mode, while Safari works as expected.
The fact that other MP4 files upload without trouble also suggests this isn’t a general Rise limitation, but something specific to how these longer videos are being handled by Chrome in your managed environment. Using Safari as a workaround is perfectly fine in the meantime.
If you’d like us to dig into this further, you’re welcome to open a support case so we can take a closer look at the files and setup. That would give us a chance to see whether things like file size, encoding, or browser restrictions might be contributing. You can do that here if you choose:
https://articulatecase.comIf you decide to reach out, including one of the affected MP4 files (or its export settings) along with your Chrome version details would be especially helpful.
