Rise - The media could not be loaded, either because the server or network failed or the format is not supported

Hi there, Daniel. I have a couple of questions so we can help you better:

• Are you getting reports of this error from other customers who access this content through Docebo?
• Did you have any errors or issues when uploading your content to Docebo?

Hi Crystal

Thank you for getting back to me.  Below are answers to your questions:

- so far the platform is not widely used so I don't have a large sample size, but this is the first customer to mention this issue to us

- I did not have any errors or issues uploading the content to Docebo

Hi Crystal,

Why would that have affected a course that was already exported?  Are the video's stores on your server rather than in the exported file?

I will ask the customer to try again and see if it is still occurring for her

I see from this issue https://community.articulate.com/discussions/rise-360/rise-video-embeds

that the video should be in the exported file.  So why would an outage affect that if it was previously exported?

Hi, Crystal. If you can provide some suggestions for troubleshooting, this would be very helpful as our customers are still experiencing this issue. 

Hi Daniel!

We'd love to have a closer look at your file to try and nail down why this is happening. If you don't mind sharing it, you can send it our way by clicking here.

In the meantime, we've heard that some course authors have resolved the issue by duplicating the lesson with the video, deleting the original lesson, then re-publishing the course for LMS. 

Hi Allyssa,

I have built a course in Rise and am having the same issue playing video.  I have tried in both IE11 and Chrome.  I've also removed the button I created to exit he course and record results in LMS. The video played when I first added it and then I went back in later in the day and the error message appears every time I try to play the video. I've also removed the video and then added it back in again.

Hi there, Linda. So sorry you ran into this error, and you did the right thing by trying to replace the video with a new copy.

Would you mind sharing that video file with our team? We'd like to test it from our side. If that works for you, you can send it privately by clicking here.

Hi Alyssa, I've encountered the same error message when I tried to play the video after exporting it to the web version. On course preview mode, both videos played fine however when exported to web, both videos showed the same error message: "the media could not be loaded, either because the server or network failed or the format is not supported". 

Could you help to advise the issue and how to resolve it? Thanks. 

Hi there! Sorry to hear you're getting error messages when playing your video. We'd like to troubleshoot this issue. Can you share your files with us so we can see what's happening?  You can upload them using this form.