Forum Discussion

ValaineVasquez's avatar
ValaineVasquez
Community Member
4 years ago

Videos will not play back in Rise 360

Hi. I am new to Rise 360 and my .mp4 videos are not playing back. They appear to load but when I click play in preview it says "the media could not be loaded, either because the server or network failed or because the format is not supported." My co-worker who is previewing is getting the same error message.

These are video files housed on my desktop, averaging 30 MB and exported as 740. I've tried renaming the files and exporting to 1060. 

I have tried Chrome and Edge and have cleared my cache for both. 

If I cannot get them to work I will need to abandon using Rise, which I really love. Please help.

  • One of the videos in the project works - but it is the shortest one (under a minute)...is there are time limit?

    • LeaSAgato's avatar
      LeaSAgato
      Staff

      HI Valaine!

      I'm sorry you're having trouble uploading videos to your Rise lessons. We’ve identified some technical problems with one of our service providers which is causing issues in several Rise functions. You may experience intermittent errors when uploading content, like video files. You can stay up to date on the latest information on our status page here: 

      https://www.articulatestatus.com/

      We will let you know as soon as the situation is resolved!

  • Hi Valaine! I'm happy to let you know that the issue is now resolved and we've confirmed that all Rise services are performing normally. We're sorry for the trouble and thank you for bearing with us!

  • I am now having this issue - for the first time. The same VIMEO video link has been in similar RISE courses over the past months with no problem. Now the video plays OK in Articulate but not when I export the WEB or LMS versions. Please help.

    • hazelB's avatar
      hazelB
      Staff

      Hi Mark! So sorry to hear you are encountering this issue!

      Are you also getting a "The media could not be loaded, either because the server or network failed or because the format is not supported." error? 

      • MarkEllis-a834e's avatar
        MarkEllis-a834e
        Community Member

        Hi Hazel,

        Yes, but actually when I put it on an AWS web server it works. It’s only when I play the e-learning from my desktop that the video doesn’t play – so it’s not really a problem now.

        Thanks for getting back to me.

        Mark

  • Hello. I am having a similar problem and getting the same error message (please see attachment). Oddly enough, in this particular course 6 of the 8 short videos are working just fine, but two of them are giving the error message. They're all very similar videos in length and were created and exported at the same time. I'm grateful for any guidance you might be able to provide, as we have learners trying to complete the course today.

    • CNavarro's avatar
      CNavarro
      Former Staff

      Hi Steven. I can see that you are already working with one of our support engineers. I hope the issue gets fixed soon. 

  • We are having the same issue. Sometimes we can refresh the browser and get the videos to play, sometimes we cannot.

    • hazelB's avatar
      hazelB
      Staff

      Hi Mitch! Sorry to hear that you are encountering this issue. Please open a case with us here so that one of our technical support engineers can investigate.

  • SergeHuls's avatar
    SergeHuls
    Community Member

    Hello, not sure if this is the same issue, but my video is only playing for 1 minute and 5 seconds. The full video is 4 minutes. Is there a time limit?

    • AngeloCruz's avatar
      AngeloCruz
      Staff

      Hi Serge!

      There isn't a time limit for video playback in Rise. However, there is a size limit for media files in Rise which is 5GB.

      What block are you using to insert your video file? Is it stored on your computer locally or hosted on a network or shared drive?

      You may also share your file with us by opening a support case here. Our engineers are on standby to assist you in troubleshooting this issue.