Every time that I place a video in a block on Rise 360, after exporting the content, I get a message upon viewing in my LMS that "The media could not be loaded, either because the server or network failed or because the format is not supported." I'm loading standard mp4 files, under 200 MB (when the stated limit is 5 GB).
I've tried multiple browsers - my default Chrome, IE 11, Edge, and Safari and all are experiencing the same issue. I can see the video when I preview my Rise course or share it from the Articulate site, but not once I've exported the course and uploaded it to my LMS.
Perfect, I added the links and some links to other courses with the exact same issue, and I uploaded the export from the most current one with the issue in case that helps!
Hi Alyssa - was there a resolution to this? I'm running into the same issue. I have used this block in Rise multiple times and I've never had it happen before. Thanks!
Hi there, Katie. I'm sorry you're seeing this message! I see you have a case with my team, and Robert is troubleshooting with you. Let him know how you make out with his steps, and feel free to post any solutions here, too.
Alyssa and her colleagues did some heroic level work trying to figure this out from Articulate's side, and ultimately, we did determine it was an issue with our LMS reading the SCORM output from Rise because the outputs from Rise were reading just fine in other LMSes.
It took a while for our LMS to nail it, but the fix is to make sure the video name before it was uploaded was less than 15 characters. Once we did that, the block started working and appearing as normal.
Hi there, Gillian. If not all of the staff are getting this error, some of them might have something in their browser conflicting with the playback of media in the course. What has worked for me is disabling plugins or browser extensions, or even clearing the cache.
If those options aren't feasible, have those learners view the course in a private browsing window, e.g. incognito in Chrome.
I am having the same issue, but it occurs when I preview it. So is there a solution for that, honestly, I have been having a lot of issue with both Rise and Articulate that was not expected, and no one has gotta back at me yet. This is really disappointed
Hi Ling-Hui. I'm sorry to hear that! I saw we helped with some trial issues in September, but I don't see another case more recently.
We'll reach out to you using this email to work on the video issue. We are celebrating US Thanksgiving on Thursday and Friday, so it might take us a little longer than usual.
Hi there, I am also experiencing this issue too. Videos playback on review and when the link is shared with others but once its exported and loaded onto an LMS it displays errors when accessing through a mobile device.
I have addressed the number of characters used in the video file, this has not worked. I have also reduced the file size but the same error keeps appearing. What's strange is that older modules exported on the same setting, which I have done direct copies of and added content to, play fine through the LMS on mobiles, so I can't understand why these won't. It has happened to all five modules I created. Can someone help please?
I encountered this problem because I had special characters in the video title. Try renaming the video with no special characters in the title. That solved it for me.
Rob, if it plays on review that's a good sign. Have you tried uploading it to Scorm Cloud? That would show if its something in the Rise files. If it plays on Scorm Cloud, that means the culprit is in the LMS player. Support was super helpful with running down the very unique cause of our issue, but it might be that the SumTotal LMS player is the one where the video file character limit applies and not the player on your LMS. Same with the special characters, it might be a different LMS player. All the LMSes annoyingly customize their players so sometimes its something unique. Make sure to come back and tell us what worked!
I'm also having this issue. When I export my course as Web type, the videos will not play. I get the "The media could not be loaded, either because the server or network failed or because the format is not supported." error. I've simplified the mp4 file names to just be one word, less than 10 character with no special characters. That doesn't seem to help. I've also tried this in different browsers and in incognito mode and nothing seems to help. Any pointers on next steps?
I've just hit the same issue. MP4 video in Rise plays without problems in Preview, but when I export it as LMS Scorm 1.2 the video fails to play with the message: The media could not be loaded, either because the server or network failed or because the format is not supported.
58 Replies
Really sorry you're running into that, Concetta! Let me see how we can help.
First, can you share a screenshot of your Rise 360 publishing page? I'd like to see all of the publishing settings you selected.
Also, would you mind sending me the Share link to your course? I'll be standing by!
That's this page, correct?
I can't share it or any of the other courses that this happened to publicly - is there a way to send it to you differently?
Yes, that's the correct publishing page. Thank you!
I've opened a case for you so we can chat about this privately. You can send me the Share link using this private link. Thanks!
Perfect, I added the links and some links to other courses with the exact same issue, and I uploaded the export from the most current one with the issue in case that helps!
Got it, Concetta! Thanks for sending those over. We're taking a look now, and we'll reach back out to you shortly!
Hi Alyssa - was there a resolution to this? I'm running into the same issue. I have used this block in Rise multiple times and I've never had it happen before. Thanks!
Hi there, Katie. I'm sorry you're seeing this message! I see you have a case with my team, and Robert is troubleshooting with you. Let him know how you make out with his steps, and feel free to post any solutions here, too.
@Katie,
Alyssa and her colleagues did some heroic level work trying to figure this out from Articulate's side, and ultimately, we did determine it was an issue with our LMS reading the SCORM output from Rise because the outputs from Rise were reading just fine in other LMSes.
It took a while for our LMS to nail it, but the fix is to make sure the video name before it was uploaded was less than 15 characters. Once we did that, the block started working and appearing as normal.
The staff (not all) of a customer, are having this same problem from a scorm file uploaded to their LMS.
Hi there, Gillian. If not all of the staff are getting this error, some of them might have something in their browser conflicting with the playback of media in the course. What has worked for me is disabling plugins or browser extensions, or even clearing the cache.
If those options aren't feasible, have those learners view the course in a private browsing window, e.g. incognito in Chrome.
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Thanks for your response
I am having the same issue, but it occurs when I preview it. So is there a solution for that, honestly, I have been having a lot of issue with both Rise and Articulate that was not expected, and no one has gotta back at me yet. This is really disappointed
Hi Ling-Hui. I'm sorry to hear that! I saw we helped with some trial issues in September, but I don't see another case more recently.
We'll reach out to you using this email to work on the video issue. We are celebrating US Thanksgiving on Thursday and Friday, so it might take us a little longer than usual.
[SOLVED]
Hi all, I encountered this problem today and found that the problem video had a '+' plus symbol included in the title.
I renamed the video, replaced the video in Rise, exported again to LMS and the problem was solved.
Hi Stephen,
Awesome job! Thank you very much for sharing your findings.
No problem at all !
Hi there, I am also experiencing this issue too. Videos playback on review and when the link is shared with others but once its exported and loaded onto an LMS it displays errors when accessing through a mobile device.
I have addressed the number of characters used in the video file, this has not worked. I have also reduced the file size but the same error keeps appearing. What's strange is that older modules exported on the same setting, which I have done direct copies of and added content to, play fine through the LMS on mobiles, so I can't understand why these won't. It has happened to all five modules I created. Can someone help please?
I encountered this problem because I had special characters in the video title. Try renaming the video with no special characters in the title. That solved it for me.
Hi, I had already tried that, no joy.
Rob, if it plays on review that's a good sign. Have you tried uploading it to Scorm Cloud? That would show if its something in the Rise files. If it plays on Scorm Cloud, that means the culprit is in the LMS player. Support was super helpful with running down the very unique cause of our issue, but it might be that the SumTotal LMS player is the one where the video file character limit applies and not the player on your LMS. Same with the special characters, it might be a different LMS player. All the LMSes annoyingly customize their players so sometimes its something unique. Make sure to come back and tell us what worked!
I'm also having this issue. When I export my course as Web type, the videos will not play. I get the "The media could not be loaded, either because the server or network failed or because the format is not supported." error. I've simplified the mp4 file names to just be one word, less than 10 character with no special characters. That doesn't seem to help. I've also tried this in different browsers and in incognito mode and nothing seems to help. Any pointers on next steps?
Thanks for sharing what you've tried, Ryan. We're going to work with you on some next steps via email.
Also, we're still investigating why some users hit this error with videos, and we'll share any fixes or developments here!
I've just hit the same issue. MP4 video in Rise plays without problems in Preview, but when I export it as LMS Scorm 1.2 the video fails to play with the message: The media could not be loaded, either because the server or network failed or because the format is not supported.
I tested with Chrome and Firefox.