Forum Discussion
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
53 Replies
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?
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?
Hi Ashley, thanks for the response. That confirms my suspicions, I'll get back onto our IT team.
Mike
No problem, Mike. Please let us know if you need any other help!
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
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?
Hi Alyssa - The error is on all the videos in the course (2). Accessing the course via "Share" link. Thanks!
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!
Hi was there any update to this issue?
Hi Rachel,
I was able to find a support case that Nancy worked on with our team.
Her issue was limited to playback in Internet Explorer.
Please review this article for assistance in how to set Internet Explorer to display Rise courses correctly.
Hi Lori! I'll open a case for you to capture some more details about your course. Keep an eye out for an email from me soon!
