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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 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

53 Replies

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  • JeanieVanDer505's avatar
    JeanieVanDer505
    Community Member
    4 years ago

    Hi.  Has this issue been resolved yet?  I am having this issue as well - only with 1 video though?  It works 100% when I preview in rise but once published it's not working, it's saying file not supported...

     

    • hazelB's avatar
      hazelB
      Staff
      4 years ago

      Hi Jeanie! Sorry, you are encountering the same issue with one of your videos. Kindly open up a support case with us so that our technical support engineers can take a closer look at what's happening.

  • ElizabethSexton's avatar
    ElizabethSexton
    Community Member
    3 years ago

    I've tried Chrome and Brave browsers... and I'm in Articulate Rise... and the videos won't play on my MacBook Pro. Any ideas?

    • KarlMuller's avatar
      KarlMuller
      Community Member
      3 years ago

      Hi Elizabeth,

      Videos in Rise are working normally for me.

    • GrenForonda's avatar
      GrenForonda
      Staff
      3 years ago

      Hi Elizabeth!

      Sorry to hear that the Rise videos won't play on your MacBook Pro.

      Can you try using a different supported web browser to see if the videos in Rise play here? Since you have a Mac, please try this in Safari and/or Firefox. Make sure your browsers are up-to-date as well. See this article below for the supported browsers for viewing (and authoring) Rise courses:

      If the issue persists, could you please open up a support case with us so we can take a closer look?

       

  • LuisAlfonsoRami's avatar
    LuisAlfonsoRami
    Community Member
    2 years ago

    I had the same problem. I solved by Rendering the videos again in 25FPS (some videos are in 29FPS) and this might be the problem.

    I used Filmora to convert the videos from 29FPS to 25FPS and uploaded in .mov format.

    Now is working ok.

    Hope you solve it.

    • StevenBenassi's avatar
      StevenBenassi
      Staff
      2 years ago

      Hi Luis!

      Thanks for sharing the steps you took to resolve your issue! I'm sure other users discovering this thread with similar questions will find the information very useful!

      Have a great rest of your week!