Forum Discussion

SamWood's avatar
SamWood
Community Member
2 years ago

Videos within Rise courses not playing (EDGE Android)

Hi,

Following a recent update to Edge on Android devices (116.0.1938.79). Videos (MP4) on Rise pages are no longer playing correctly. An error message is displayed "The media could not be loaded, either because the server or network failed or because the format is not supported"

This is occurring in multiple courses.

Occurs on Tablets and Mobiles. The desktop version seems unaffected at the time of writing this post. 

Does anyone know of a workaround or a solution to the error? 

rise 360

8 Replies

  • SamWood's avatar
    SamWood
    Community Member
    2 years ago

    For some courses that require no tracking, we use the share link, the videos play fine. We have also started testing using Edge Canary, as it's two versions ahead of the production version. Then we submit feedback to Microsoft via the link within the Three line burger icon. 

    • Subfrequenz's avatar
      Subfrequenz
      Community Member
      15 days ago

      Sorry it's 2 years later but did you ever get this working? I have this problem now!

      • StevenBenassi's avatar
        StevenBenassi
        Staff
        12 days ago

        Hi Subfrequenz​,

        Thanks for checking in on this!

        Our development team is currently investigating the behavior of Rise 360 video playback in Edge, on mobile hardware. We don't have an update to share just yet, but we'll be sure to follow up as soon as we do. For now, we suggest using Google Chrome or Safari for mobile playback of Rise 360 content.

        Thank you for your patience, and I'm sorry if this has been slowing you down.

  • SamWood's avatar
    SamWood
    Community Member
    2 years ago

    Hi Angelo, 

    I have raised a case ticket for a detailed investigation.

    For the purposes of the forum - it only seems to affect videos on Rise courses when they are packaged in SCORM and viewed on Edge. other browsers work with no issues reported. 

    • AngeloCruz's avatar
      AngeloCruz
      Staff
      2 years ago

      Hi Sam! It appears that the issue might be specific to EDGE browsers on mobile devices. You're in good hands.

      I can see that Luiza is helping you with that case. You're in good hands. Feel free to reply to her should you have questions or have any further information to add.

  • AngeloCruz's avatar
    AngeloCruz
    Staff
    2 years ago

    Hi Sam! I'm sorry to hear about the issue you are encountering when viewing the videos on your published Rise courses.

    Does the issue occur only when viewing the videos using EDGE on a mobile device? Have you tried testing if the same issue persists using Chrome (or Safari for iOS devices)? You can check out the following article to learn more about the supported Browsers for Viewing Rise 360 Courses.

    If the issue persists, please open a case here so that our support engineers can help troubleshoot the issue.