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.
60 Replies
- StephenGoreyCommunity Member
[SOLVED]
Hi all, I encountered this problem today and found that the problem video had a '+' plus symbol included in the title.
I renamed the video, replaced the video in Rise, exported again to LMS and the problem was solved.
- CNavarroFormer Staff
Hi Stephen,
Awesome job! Thank you very much for sharing your findings.
- StephenGoreyCommunity Member
No problem at all !
- RobBeer-b73ec70Community Member
Hi there, I am also experiencing this issue too. Videos playback on review and when the link is shared with others but once its exported and loaded onto an LMS it displays errors when accessing through a mobile device.
I have addressed the number of characters used in the video file, this has not worked. I have also reduced the file size but the same error keeps appearing. What's strange is that older modules exported on the same setting, which I have done direct copies of and added content to, play fine through the LMS on mobiles, so I can't understand why these won't. It has happened to all five modules I created. Can someone help please?- StephenGoreyCommunity Member
I encountered this problem because I had special characters in the video title. Try renaming the video with no special characters in the title. That solved it for me.
- RobBeer-b73ec70Community Member
Hi, I had already tried that, no joy.
- RyanThompson-0eCommunity Member
I'm also having this issue. When I export my course as Web type, the videos will not play. I get the "The media could not be loaded, either because the server or network failed or because the format is not supported." error. I've simplified the mp4 file names to just be one word, less than 10 character with no special characters. That doesn't seem to help. I've also tried this in different browsers and in incognito mode and nothing seems to help. Any pointers on next steps?
Thanks for sharing what you've tried, Ryan. We're going to work with you on some next steps via email.
Also, we're still investigating why some users hit this error with videos, and we'll share any fixes or developments here!
- FlorianROBERT-cCommunity Member
I'm also having the same issue as Ryan, any fixes yet ?
It works fine on LMS but videos doesn't launch in web type export.
- JoeReinwalsCommunity Member
I've just hit the same issue. MP4 video in Rise plays without problems in Preview, but when I export it as LMS Scorm 1.2 the video fails to play with the message: The media could not be loaded, either because the server or network failed or because the format is not supported.
I tested with Chrome and Firefox.
- LeaSAgatoStaff
Hi there, Joe! I'm sorry to hear you've run into this issue. Please open a support case here so that one of our Customer Support Engineers can reach out and work with you directly. I'll also check in on this issue and share any updates that we have here on this thread.
- CNavarroFormer Staff
Hi Shemaiah,
I am sorry you are experiencing this issue. I am happy to see that you are already working with one of our support engineers Robert. You are in good hands. - JulietteBruneloCommunity Member
same probleme. i have tried everything and my client is waiting right now. very embarassing. please give a solution ?
Thanks so much for opening a support case about this issue, Juliette. I see my teammate, Chris, recently sent you a few recommendations. Please let us know if you have questions about what he sent you!
- thomasdesrosierCommunity Member
after several tests it works if the Zip is lighter, the size limit seems to be around 41MB. Can the pb actually come from there? - TiffanyChan-b7bCommunity Member
Hello, my team is receiving the same error. We tried renaming the video files limiting to 15 characters (no special characters) and changing to a wav file (plugin was not supported).
- LeaSAgatoStaff
Hi Tiffany, I'm sorry to hear you're getting the same error. I can see that you've submitted a support case and my colleague Shiela is working on this case. She sent you an email requesting additional information. Let me know here if you haven't received any emails from our support team so we can check if there's an issue with our emails.
Related Content
- 18 days ago
- 9 months ago