Forum Discussion
Rise - The media could not be loaded, either because the server or network failed or the format is not supported
Hello
I have a user who purchased a course from us experiencing an error "The media could not be loaded, either because the server or network failed or the format is not supported" when attempting to play a video in one of our courses. She is using chrome Version 77.0.3865.120 (Official Build) (64-bit) on a laptop. The course is being viewed from our LMS Docebo. I have tested on this version, an older version, and an even newer version of chrome and can not reproduce the problem.
I have attached the course export settings (scorm 2004 3rd edition)
What can I suggest to this user to fix the problem? A timely solution would be appreciated as they are a paying customer.
Thanks!
34 Replies
Hi, I'm getting the same error when exporting to web - have not had this happen previously. It's currently happening with a course that was previously exported and played fine. Some of the text was updated recently and on export, the videos will not play. No problem with this on the LMS, just happening with web exports.
Forgot to mention - I've tried replacing the video, renaming and replacing it to no effect. All videos in the course are affected.
Any advice? Thanks
Thank you for sharing what you've tried, and I'm sorry to hear you aren't having much luck. Our team is working to resolve this issue for all users, but in the meantime, can you connect 1 on 1 with us by clicking here? We'll do our best to get your web output playing properly.
Thanks Crystal, support have provided a workaround until a solution is found.
Thanks!
Matt
We have a user experiencing the same issue. Is there a solution or work around for this issue?
Hi Kristin! Our support engineers can work with you to help you out with this issue. Could you please open a support case by clicking here?
I am having issues with videos not loading in the published scorm 1.2 file. The videos play fine in preview mode. How can I submit a case?
Hi Beth! Our support engineers can work with you to help you out with this issue. Could you please open a support case by clicking here?
I'm having the same problem and would love to know if there's a resolution. I opened a support case already.
Hi Brian, thanks for letting us know you've opened a support case for this issue. I can see that Robert has been working with you on this case. You're in good hands!
I am having the same issues. FIle attached.
Hi there, Gabriel. I renamed the video file and uploaded it to a test course. It worked out for me in preview and when exported to Review 260. Can you try with this version of the video file instead? Let me know if that doesn't work!
Hi everyone! In today's update for Rise 360, we fixed an issue where video blocks sometimes displayed an error message that the media cannot be loaded.
To correct the issue for an existing course, upload the affected videos again, then export the updated course for your LMS or republish it to Review 360.
You can check out the release notes here. Have a great day!Still got the same Problem, could you Please Support us?
Thanks a lot!best regards!
Hello, Fachstelle! Please try deleting that video block, then re-uploading the video to a new video block.
Then, export the updated course for your LMS again, and let us know if that resolves the issue!
