Rise 360 - Media Could Not Be Loadedeither because the server or network failed or because the format is not supported

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. 

Can anyone help me? Thank you.

35 Replies
Lea Agato

Hi Tiffany, I'm sorry to hear you're getting the same error.  I can see that you've submitted a support case and my colleague Shiela is working on this case. She sent you an email requesting additional information. Let me know here if you haven't received any emails from our support team so we can check if there's an issue with our emails.