Videos in Rise not playing

Awesome!  I appreciate it!

Hello,

I have the same problem here, Several courses have been created that include videos. I exported the courses as web and hosted them in sharepoint. Some videos are displayed with the message "The media could not be loaded, either because the server or network failed or because the format is not supported", it sometimes works when the page is refreshed and sometimes won't. This happens in different browsers.

Need your support please

Hi, I am suddenly getting the error for a video in Review, any ideas? Worked fine until today. Works fine in Rise Preview and in Edit mode, but when pushed to Review, the Video shows that errors.

I am seeing this for my ipad users. No browser works (we've tried Chrome, Safari, Firefox, Puffin Lite). Same error as mentioned here about media could not be loaded, network or server or format issue. I am paraphrasing that.

Hosted on Vimeo, no error, but never gets past buffering.

Course videos play on laptops, phones, and desktops using a variety of browsers. Nothing else in the course is an issue, only the videos.

Users are all at different physical locations, different IT departments, different security settings. So, I would be surprised if that was the root cause.

Seems like this is a recent problem, but cannot be confirmed.

Hi there, Lynn. You're not alone – we've seen recent reports of this issue, but so far, we haven't been able to nail down the cause. 

Would you be willing to share your course with us for testing purposes? The more examples we have, the better!

If that works for you, you can send us the Share link privately by clicking here.

Hi there, I have a Rise course with a video in that is having this same issue, not working on IE or Chrome. It seems to work when running direct from the rise software, but once I begin testing on the Learning Management System where we need to host it, the video will not load and gets the "media will not load message". Can I confirm what format a video file needs to be in for this to normally work?

Thanks

Louise

Keep us posted, Richard! And you always have the option to share your video file and details with us here, and we'll help you troubleshoot.

Hi,

I'm also receiving these errors on specific videos.

Videos were produced and published from Replay. All videos in course were working, and then I went back and updated a single video within that course (to amend a process change).

That updated video is the one that's crashing. All other videos are fine. I've used the same process to publish and upload the video, as well as deleted the entire storyblock out and re-uploaded.

Works find in preview but error shows in LMS course preview and users are reporting that they can't view the video.

Our LMS providers are looking into it and was hoping you would have some ideas.

Thanks

Hi Crystal,

We are having the same issues too.  Any resolutions?  I also have a call in with Support but not getting very far fast.  Case #02210532

MP4 in RISE course getting error but embedded YouTube links is working.

Tested in SCORM Cloud and videos are playing on iOS

Tried on multiple browsers on iOS - none are playing

Same outcome when testing via the LMS providers installation (so not an environment issue)

Any help would be greatly appreciated.  

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!