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.
59 Replies
I'm having the same issue when uploading my video. It displays "Media Could Not Be Loadedeither because the server or network failed or because the format is not supported".
I've tried re-uploading it multiple times, and I've made sure the name has no special characters. Same issue keeps happening
Hello ChatGPT Trainings,
Sorry to hear that you ran into a similar issue.
I'd like to ask a few questions to help clarify your experience.
- Are all of your videos affected, or just a few of them?
- What application are you using to create and edit your videos?
- Have you tried re-encoding your videos to a different video profile to see if this helps? You can use a tool called Handbrake for this. Here's where you can download this app, and this video will show you how to use it.
If the issue persists, please open a case with our support team here so we can take a closer look at what's happening.
Hi, I'm having the reverse issue - we're getting this error message when playing the video in Preview. It's not consistent across users. Any ideas?
Hello Melissa! Have you tried re-encoding your video file to a standard MP4 format?
Do you know what format and codec your video is using? Does this happen to any video files you upload to your Rise course?
Would you be willing to share the video files with us so that we can run some tests and have a closer look? If that's okay, you may upload your files to us directly by opening a case here. Our support team will be more than happy to investigate the issue for you.
@Crystal Horn
Update: To solve the issue, I converted my video into a WMV file and then uploaded it to Rise. That worked, and now the issue is resolved. Perhaps my original video was not coded correctly (even though it was saying in the properties that it was an Mp4 file format.I have just started having this issue today after all videos previously working as required. I retitled my files, reimported and re uploaded to my LMS (Learndash). This issue seemed to rectified itself. I will continue to monitor over the coming days to see if it occurs again.
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.
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.
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/
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.
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.
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!
