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
Same issue here when exporting to Web.
MP4 files which play well in preview
My coworker found that the encoding of the video seemed to be corrupt or something. Even though the video is an MP4, which is supported, it would not play after publishing.
He has found that re-encoding the video to mp4 and optimize it for web in, for example, Handbrake, solved the problem for us.
Thanks for the tip Maaike,
Then there must be an issue with the video encoder used in Rise. The videos are transcoded when uploaded. The video files in the package downloaded are different from the original ones.
We would love to help you, Florian! Please send us your web output file privately here, and we'll test it from our side. We'll do all we can to help you sort this out!
I'm having this same issue. I've had video files in use in 4 separate Rise Review files for over a year that have worked with no issue, and now I'm getting the same playback error "The media could not be loaded, either because the server or network failed or because the format is not supported." One of the courses I re-encoded the video to an even lower bit rate to make the file size smaller, reloaded and the Review link now works, but doing the same for others is not fixing the issue. No clue why they've worked fine for a year and now are no longer working.
Hi Kevin, I'm sorry to hear that you are encountering this issue. Please open a support case here so our support engineers can help you.
My company has never had this issue until yesterday. Rise courses that had been available for months are now having an issue with some of the videos. They are populating the same error as this chain pertains to and when we removed any special characters, they started working again.
Did something change in the past few days that would make these videos go from working to not working? While the fix of removing the special characters worked, if there isn't a larger solution to this, we will need to review large amounts of content on our end if we now need to ensure none of the mp4s in our Rise 360 courses have special characters in the file name.
Hi Megan! I see you've opened up a support case with us! We'll continue assisting you from there!
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.
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.
I've hit this with my team a number of times. Check to see if your Rise file has a video with some sort of special character in the title. My LMS (Litmos) doesn't like that, and will throw this error.
Hi - I'm getting the same error "The media could not be loaded, either because the server or network failed or because the format is not supported." after uploading my video in Rise and trying to play it. The file name is 11 letters, no special characters. I had recorded it with my iPhone and then uploaded to MS Teams and downloaded it from there to my desktop. I uploaded the video to Rise from there. It is a .mov and 255 MB. I also tried via Chrome Incognito and encountered the same error. The video plays fine when I access it from my desktop.
Hi Allison,
This may help: https://www.makeuseof.com/fix-media-could-not-be-loaded-chrome/
Chrome was updated to most recent version, no ad-blockers, and same error in Edge. :(
Allison try uploading it to SCORM cloud and see if it works. If it works there, it usually means my LMS is breaking something in the Rise encoding.
If it doesn't work, try testing it in a non-Chromium browser. With Edge being Chromium backed, it usually performs the same way as Chrome.
I'm getting the error when playing it in Rise (both Edit and Preview modes), it hasn't even gone through our LMS.
Hi Allison,
I see that my colleague Mick was able to help you out with your video in Rise when you submitted your support case.
For those who are following, the video needed to be reencoded using a video editing tool for the error "media could not be loaded" to go away. Feel free to send us a case here if others are encountering the same error too.
