Forum Discussion

ConcettaPhillip's avatar
ConcettaPhillip
Community Member
7 years ago

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 ...
rise 360
ConcettaPhillip's avatar
ConcettaPhillip
Community Member
5 years ago

And...we're back to the same issue. Content played perfectly for 2 years...and now, all of our Rise courses are failing with the media errors. I keep thinking its something with our LMS SumTotal player and the Rise coding conflicting. 

  • CNavarro's avatar
    CNavarro
    Former Staff
    5 years ago

    Hi Concetta, sorry to hear that you are experiencing the issue again. We would love to take another look into this. Feel free to open a case here. Our support engineers are ready to help.

    • JustinBall-9e88's avatar
      JustinBall-9e88
      Community Member
      5 years ago

      We are seeing more of theses errors with SumTotal also. It doesn't seem to be occurring to every learner, so haven't been able to determine root cause consistently.

      • LeaSAgato's avatar
        LeaSAgato
        Staff
        5 years ago

        Hi Justin! Since your seeing this issue in SumTotal, I recommend testing your course in SCORM Cloud to confirm whether or not it's an LMS issue. You can do so by creating a free account here.

        This video shows how to use SCORM Cloud with your Articulate content, and you'll find some helpful troubleshooting tips here.

        If the issue can be replicated in SumTotal but not in SCORM Cloud, please open a support case with SumTotal so they can better help with your LMS-related issue.  If the problem persists in SCORM Cloud, we'd love to take a look at your published output file. You can upload it privately using this form, and we'll work with you directly to troubleshoot the issue!