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 there, Brad. I'm really sorry some of your users are having trouble viewing videos. Does it appear to be the same videos for all users?
Most customers have been able to correct this issue simply by deleting the video block, then adding it back in again. And as Lori mentioned, using a simple video title with alphanumeric characters only is helpful.
Having the same issues with a few people taking a Rise class and not with other's taking the same course. Confirmed that they are all using Chrome and directed them to refresh their page and then to get out of the class and re-enter again. Sometimes it would work and other times it would not. Then some it would work, but when they returned later to the same class it all of a sudden didn't work again even in the same browser. I looked at the ticket in the previous comments, but didn't see where I could report the problem.
I will try renaming and reloading it into the class.
Hi Heather! Our team would love to lend a hand. Would you please send your course Share link with our Support Engineers by clicking here? Be sure to include a note to indicate which video is giving you trouble. We'll be standing by!
Hi,
I recently created a Rise360 course that has two small MP4 videos included. The videos work when previewing through Rise and on a desktop/laptop through our LMS but it will not work on the iPad. On the iPad we get, "the media could not be loaded, either because the server or network failed or because the format is not supported."
I have read some of the comments below and tried some of those suggestions but nothing has helped. I deleted the video block and reattached the video files, exported to Web, and the videos aren't working on laptop/desktop/ipad with the Web export.
Hi Jordan. Thanks for trying those suggestions. I'm going to start a case for you so we can have a closer look at your files. You'll get an email from us soon!
Jordan,
Did you ever find a solution for this? I'm running into the exact scenario with our LMS. Videos are fine on desktop/laptop but users get the media error on iOS devices. I've tried all of the solutions posted in this thread with no success.
Hi Brandon,
Sorry to hear you're having trouble with your videos on your LMS when viewing through an iOS device.
Could you please open up a support case with us so we can take a closer look?
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.
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!
Hi there - we seem to have suddenly hit this problem with any export from Rise as a web format output... videos don't play at all and just show
"The media could not be loaded, either because the server or network failed or because the format is not supported."
This used to work fine.
I've raised a support ticket but wanted to note here as well, in case this is a linked issue.
Many thanks,
Richard
HI experiencing the exact same on any Rise courses that contain MP4 video, local or LMS.
""The media could not be loaded, either because the server or network failed or because the format is not supported."
Videos won't play in Chrome or Edge browser inside a published Rise course - this sounds like a Rise bug - any fix for this?
Hi Lee! Thanks for letting us know you're running into that video error. Most customers have been able to correct this issue by deleting the video block, then adding it back in again. You may want to also rename the video file using a simple title with alphanumeric characters only.
Our team is also here to help if you'd like a second pair of eyes on it. Please send your course Share link to our Support Engineers by clicking here. Be sure to include a note to indicate which video is giving you trouble. We'll be standing by!
Hi Richard! Thanks for letting us know. I see you're already working with Matthew on this issue and they'll reach out to you to investigate further.
Not necessarily a Rise fix but some ideas for work arounds. We eventually broke the module in multiple pieces based on the theory that our network could not handle the large file size (we had several videos in one Rise module). We took the additional step of hosting the video files elsewhere and having a link to them in the actual Rise module, again reducing the file size of the module. I don't know exactly which method worked but we've had no issues since making these changes.
Hi folks! In today's update for Rise 360, we fixed an issue where video blocks sometimes displayed an error message that the media cannot be loaded.
To correct the issue for an existing course, upload the affected videos again, then export the updated course for your LMS or republish it to Review 360.
You can check out the release notes here. Have a great day!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.
