Forum Discussion
Rise 360 - Media Could Not Be Loadedeither because the server or network failed or because the format is not supported
Every time that I place a video in a block on Rise 360, after exporting the content, I get a message upon viewing in my LMS that "The media could not be loaded, either because the server or network failed or because the format is not supported." I'm loading standard mp4 files, under 200 MB (when the stated limit is 5 GB).
I've tried multiple browsers - my default Chrome, IE 11, Edge, and Safari and all are experiencing the same issue. I can see the video when I preview my Rise course or share it from the Articulate site, but not once I've exported the course and uploaded it to my LMS.
Can anyone help me? Thank you.
58 Replies
Really sorry you're running into that, Concetta! Let me see how we can help.
First, can you share a screenshot of your Rise 360 publishing page? I'd like to see all of the publishing settings you selected.
Also, would you mind sending me the Share link to your course? I'll be standing by!
That's this page, correct?
I can't share it or any of the other courses that this happened to publicly - is there a way to send it to you differently?
Yes, that's the correct publishing page. Thank you!
I've opened a case for you so we can chat about this privately. You can send me the Share link using this private link. Thanks!Perfect, I added the links and some links to other courses with the exact same issue, and I uploaded the export from the most current one with the issue in case that helps!
Got it, Concetta! Thanks for sending those over. We're taking a look now, and we'll reach back out to you shortly!
Hi Alyssa - was there a resolution to this? I'm running into the same issue. I have used this block in Rise multiple times and I've never had it happen before. Thanks!
Hi there, Katie. I'm sorry you're seeing this message! I see you have a case with my team, and Robert is troubleshooting with you. Let him know how you make out with his steps, and feel free to post any solutions here, too.
@Katie,
Alyssa and her colleagues did some heroic level work trying to figure this out from Articulate's side, and ultimately, we did determine it was an issue with our LMS reading the SCORM output from Rise because the outputs from Rise were reading just fine in other LMSes.
It took a while for our LMS to nail it, but the fix is to make sure the video name before it was uploaded was less than 15 characters. Once we did that, the block started working and appearing as normal.
The staff (not all) of a customer, are having this same problem from a scorm file uploaded to their LMS.
Hi there, Gillian. If not all of the staff are getting this error, some of them might have something in their browser conflicting with the playback of media in the course. What has worked for me is disabling plugins or browser extensions, or even clearing the cache.
If those options aren't feasible, have those learners view the course in a private browsing window, e.g. incognito in Chrome.
Thanks for your response
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I am having the same issue, but it occurs when I preview it. So is there a solution for that, honestly, I have been having a lot of issue with both Rise and Articulate that was not expected, and no one has gotta back at me yet. This is really disappointed
Hi Ling-Hui. I'm sorry to hear that! I saw we helped with some trial issues in September, but I don't see another case more recently.
We'll reach out to you using this email to work on the video issue. We are celebrating US Thanksgiving on Thursday and Friday, so it might take us a little longer than usual.
