Forum Discussion
Tincan Playback Issues: error "The media could not be loaded..."
Hello,
We are facing issue with Tincan exports functioning. Exporting a course from https://rise.articulate.com/ in Tincan format works fine- the course gets exported without any issues. However, when we try to run in via index, we are facing issue with video playback. The course interface opens, but when we try to play the video, we get a following message: ‘The media could not be loaded, either because the server or network failed or because the format is not supported.’ We tried running the course in different internet browsers and on multiple PCs, but the issues persists. This error affects all of our exports today. We tested also exporting older courses that already were exported previously without any issues, but today when we try to run the TinCan course, we also get the same error on them. Is there anything we can do or is this an issue from your side?
18 Replies
I am experiencing a similar issue. it works for some of my team but not all. What might resolve the issue?
Hi everyone,
After testing various solutions to this issue, I've discovered that it's all about the naming conventions used for the course elements. I recommend avoiding overly long names for all the files, including the SCORM packages, to prevent similar problems from occurring
Hi Gibran,
Thanks for reaching out! I'm sure this tip will be helpful to folks who come across this thread.
Feel free to reach out in the community in the future with any other discoveries!
Have a great weekend!
Hi there-- I'm getting the same issue when trying to review the course on my Chrome browser. It works fine for others on my team and on Chrome mobile, but my chrome is causing that error. Any updates?
Hi Mary Quinn,
Thanks for reaching out! If your course is only encountering the issue when viewed on your computer, there's a possibility that the problem is isolated. I'd like to ask a few questions to clarify your experience:
- Can you replicate the issue when viewing the course on a different browser such as Firefox or Edge?
- Is your Google Chrome updated to the latest version?
- Can you view the course properly when viewed in Chrome's incognito mode?
If you have Chrome's latest version installed and the course is also not loading properly on other browsers, please open a case with our support team here so we can check what's preventing the course from loading on your computer.
