Forum Discussion

MichaelBrown2's avatar
MichaelBrown2
Community Member
7 years ago

Videos in Rise not playing

Hi,

I've recently produced a course in Rise that contains a number of videos.  When the course is played on a PC, either through Rise or through our LMS the videos play without a problem.  For some people using citrix terminals the videos do not play back, they are presented with the message "The media could not be loaded, either because the server or network failed or because the format is not supported". 

My assumption is the Rise content is working perfectly well and there is something within our IT infrastructure preventing playback, if anyone has any advice it would be much appreciated!

Thanks
Mike

Rise 360
  • MorganGoldschmi's avatar
    MorganGoldschmi
    Community Member
    4 years ago

    Hi all.   I have a similar issue but my error message reads "A network error caused the media download to fail part way." The module has several videos and the default browser is Edge Chromium.   We've tried revising the module and even splitting it into smaller rise modules.  The issues seems to affect different learners at different points in the module and there doesn't seem to be a consistent video or point at which folks are stopped. The work around of exiting and relaunching from LMS sometimes works but not always.  Thank you for any suggestions regarding this issue. 

    • Crystal-Horn's avatar
      Crystal-Horn
      Staff
      4 years ago

      Hi there, Morgan. It sounds like there may be some connectivity issues with accessing that course in the LMS. Still, we can test the course on our end to see if anything odd happens in a different LMS environment. Just click here to open a case if that's what you'd like to do!

  • KatieDuncan's avatar
    KatieDuncan
    Community Member
    3 years ago

    Hi, thought I would share my experience with this - check your video name for special characters. I had a course with 12 .mp4s, all the same, varying in length. Three of them displayed the error message. After trying some of the troubleshooting listed here, I tried to figure out why it was only those three videos of my course, they all had '&' in the video name. I got rid of that and re-added the videos and it worked! My videos all load in Chrome in our LMS now. Just in case this helps anyone.

  • AshleyT-Pollard's avatar
    AshleyT-Pollard
    Staff
    7 years ago

    Hi Mike, 

    I've seen a few other users who ran into similar error messages and often traced it back to how their browser or the hosting server/LMS was reading those media files. Have you asked the other learners if they've been able to test various browsers too?

    • LoriCoffey's avatar
      LoriCoffey
      Community Member
      6 years ago

      Hi Ashley!

      We get the same error on any browser, but only with one video.  It had a long name, so I shortened it and republished, but the error persists.  Any ideas?

  • MichaelBrown2's avatar
    MichaelBrown2
    Community Member
    7 years ago

    Hi Ashley, thanks for the response.  That confirms my suspicions, I'll get back onto our IT team.

     

    Mike

  • NancyResnick's avatar
    NancyResnick
    Community Member
    7 years ago

    Hi Ashley, I am having a similar problem.  The video in my Rise course plays fine in Chrome or Firefox but will not play in IE11 on my company pc.  It does play on my personal pc in IE11.  Can someone help me with what our IT dept may need to change so the videos can be viewed in IE11?  I attached a pic of the error message.  Thanks, Nancy

  • AlyssaGomez's avatar
    AlyssaGomez
    Staff
    7 years ago

    Hi Nancy! Happy to help you solve this puzzle! Let's start with a couple more details about your course:

    • Do you see this error on only one video, or on all of the videos in the course?
    • Is the course hosted on a learning management system, or are you accessing the course via the "Share" link?
  • NancyResnick's avatar
    NancyResnick
    Community Member
    7 years ago

    Hi Alyssa - The error is on all the videos in the course (2).  Accessing the course via "Share" link. Thanks!

  • AlyssaGomez's avatar
    AlyssaGomez
    Staff
    7 years ago

    Thanks, Nancy! I'd like our Support Engineers to weigh in on exactly what your IT team needs to look out for in Internet Explorer. Could you send us your "Share" link by clicking here? Also be sure to reference this discussion when you submit your case. Thanks!

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