Forum Discussion

MichaelBrown2's avatar
MichaelBrown2
Community Member
8 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 som...
rise 360
AlyssaGomez's avatar
AlyssaGomez
Staff
6 years ago

Hi Vanessa!

I took a peek into your case, and I see that Gren asked you a few questions that will help our team with troubleshooting. 

Hi Vanessa,

Thanks for your reply and for clarifying the issue.

I've tested the Rise course uploaded to SCORM Cloud on several iOS devices (both iPhones and iPads) and the video has loaded and played successfully. Here's a screenshot of the video when viewed on an iPhone device:
https://sharing.articulate.team/geu2KdW4

Make sure that the users are using a supported browser and Apple iOS version when viewing the Rise courses on iOS devices, which is Safari in Apple iOS 10 or later, as discussed in the system requirements below:
https://articulate.com/support/article/System-Requirements-for-Rise#viewing-content

To troubleshoot further, can you ask the users the exact model of their devices, the iOS version and the browser used when they viewed the Rise course on their devices?

In addition, can they try accessing the Rise course in SCORM Cloud that I've shared with you, and see if the same issue occurs when they try to view the video from this course? Make sure that they use the Safari browser as well:
https://cloud.scorm.com/sc/InvitationConfirmEmail?publicInvitationId=48b2ff50-462a-422e-8bba-6c0783210a42

Can you also ask the affected users to view the Rise course thru the Share link as well, and see if they are able to view the video on their iOS devices?

Lastly, do all Rise courses with (.MP4) videos uploaded to your LMS fail to load and play properly when viewed on these iOS devices? Can you create a new Rise course, add a lesson with one video block and upload the .MP4 video. Export this and upload to your LMS. See if the same issue persist when viewed on an iOS device.

Please let me know how it goes.

If you can help us by providing more information about the things Gren shared, we can continue working with you to find a solution!

  • BradleyKing's avatar
    BradleyKing
    Community Member
    6 years ago

    Has Articulate been able to provide a fix for this issue or some information that we can provide our IT department to help guide them to the issue.  This issue is only happening to certain users and in both IE and Chrome.  Going to IT without any information other than the error will likely cause more frustration and issues.

    Above Crystal notes that Articulate has been able to help customers seeing this error.  In my instance, I cannot share this material.

    There has to be a faster and better way to address this issue that many users are experiencing.