I have a user who purchased a course from us experiencing an error "The media could not be loaded, either because the server or network failed or the format is not supported" when attempting to play a video in one of our courses. She is using chrome Version 77.0.3865.120 (Official Build) (64-bit) on a laptop. The course is being viewed from our LMS Docebo. I have tested on this version, an older version, and an even newer version of chrome and can not reproduce the problem.
I have attached the course export settings (scorm 2004 3rd edition)
What can I suggest to this user to fix the problem? A timely solution would be appreciated as they are a paying customer.
Thanks for that detail, Daniel. We experienced some performance issues the last two days that are detailed here. Because it was intermittent, not all authors and learners were affected.
If you're continuing to get reports from your customers, please let us know! We'll work closely with you to find out what's happening.
Hi, Daniel. You're right - your media and other assets are contained within the output and don't rely on our server once hosted on another platform. Our cloud hosting provider was mitigating a widespread issue that could have affected other platforms using their service, as well.
If your customers are still getting this error when accessing your media content, however, we'll be happy to help!
We'd love to have a closer look at your file to try and nail down why this is happening. If you don't mind sharing it, you can send it our way by clicking here.
In the meantime, we've heard that some course authors have resolved the issue by duplicating the lesson with the video, deleting the original lesson, then re-publishing the course for LMS.
I have built a course in Rise and am having the same issue playing video. I have tried in both IE11 and Chrome. I've also removed the button I created to exit he course and record results in LMS. The video played when I first added it and then I went back in later in the day and the error message appears every time I try to play the video. I've also removed the video and then added it back in again.
Hi there, Linda. So sorry you ran into this error, and you did the right thing by trying to replace the video with a new copy.
Would you mind sharing that video file with our team? We'd like to test it from our side. If that works for you, you can send it privately by clicking here.
Hi Alyssa, I've encountered the same error message when I tried to play the video after exporting it to the web version. On course preview mode, both videos played fine however when exported to web, both videos showed the same error message: "the media could not be loaded, either because the server or network failed or the format is not supported".
Could you help to advise the issue and how to resolve it? Thanks.
Hi there! Sorry to hear you're getting error messages when playing your video. We'd like to troubleshoot this issue. Can you share your files with us so we can see what's happening? You can upload them using this form.
Hi, I'm getting the same error when exporting to web - have not had this happen previously. It's currently happening with a course that was previously exported and played fine. Some of the text was updated recently and on export, the videos will not play. No problem with this on the LMS, just happening with web exports.
Forgot to mention - I've tried replacing the video, renaming and replacing it to no effect. All videos in the course are affected.
Thank you for sharing what you've tried, and I'm sorry to hear you aren't having much luck. Our team is working to resolve this issue for all users, but in the meantime, can you connect 1 on 1 with us by clicking here? We'll do our best to get your web output playing properly.
Hi Brian, thanks for letting us know you've opened a support case for this issue. I can see that Robert has been working with you on this case. You're in good hands!
Hi there, Gabriel. I renamed the video file and uploaded it to a test course. It worked out for me in preview and when exported to Review 260. Can you try with this version of the video file instead? Let me know if that doesn't work!
Hi everyone! In today's update for Rise 360, we fixed an issue where video blocks sometimes displayed an error message that the media cannot be loaded.
To correct the issue for an existing course, upload the affected videos again, then export the updated course for your LMS or republish it to Review 360.
34 Replies
Hi there, Daniel. I have a couple of questions so we can help you better:
Hi Crystal
Thank you for getting back to me. Below are answers to your questions:
- so far the platform is not widely used so I don't have a large sample size, but this is the first customer to mention this issue to us
- I did not have any errors or issues uploading the content to Docebo
Thanks for that detail, Daniel. We experienced some performance issues the last two days that are detailed here. Because it was intermittent, not all authors and learners were affected.
If you're continuing to get reports from your customers, please let us know! We'll work closely with you to find out what's happening.
Hi Crystal,
Why would that have affected a course that was already exported? Are the video's stores on your server rather than in the exported file?
I will ask the customer to try again and see if it is still occurring for her
I see from this issue https://community.articulate.com/discussions/rise-360/rise-video-embeds
that the video should be in the exported file. So why would an outage affect that if it was previously exported?
Hi, Daniel. You're right - your media and other assets are contained within the output and don't rely on our server once hosted on another platform. Our cloud hosting provider was mitigating a widespread issue that could have affected other platforms using their service, as well.
If your customers are still getting this error when accessing your media content, however, we'll be happy to help!
Hi, Crystal. If you can provide some suggestions for troubleshooting, this would be very helpful as our customers are still experiencing this issue.
Hi Daniel!
We'd love to have a closer look at your file to try and nail down why this is happening. If you don't mind sharing it, you can send it our way by clicking here.
In the meantime, we've heard that some course authors have resolved the issue by duplicating the lesson with the video, deleting the original lesson, then re-publishing the course for LMS.
Hi Allyssa,
I have built a course in Rise and am having the same issue playing video. I have tried in both IE11 and Chrome. I've also removed the button I created to exit he course and record results in LMS. The video played when I first added it and then I went back in later in the day and the error message appears every time I try to play the video. I've also removed the video and then added it back in again.
Hi there, Linda. So sorry you ran into this error, and you did the right thing by trying to replace the video with a new copy.
Would you mind sharing that video file with our team? We'd like to test it from our side. If that works for you, you can send it privately by clicking here.
Hi Alyssa, I've encountered the same error message when I tried to play the video after exporting it to the web version. On course preview mode, both videos played fine however when exported to web, both videos showed the same error message: "the media could not be loaded, either because the server or network failed or the format is not supported".
Could you help to advise the issue and how to resolve it? Thanks.
Hi there! Sorry to hear you're getting error messages when playing your video. We'd like to troubleshoot this issue. Can you share your files with us so we can see what's happening? You can upload them using this form.
Hi, I'm getting the same error when exporting to web - have not had this happen previously. It's currently happening with a course that was previously exported and played fine. Some of the text was updated recently and on export, the videos will not play. No problem with this on the LMS, just happening with web exports.
Forgot to mention - I've tried replacing the video, renaming and replacing it to no effect. All videos in the course are affected.
Any advice? Thanks
Thank you for sharing what you've tried, and I'm sorry to hear you aren't having much luck. Our team is working to resolve this issue for all users, but in the meantime, can you connect 1 on 1 with us by clicking here? We'll do our best to get your web output playing properly.
We have a user experiencing the same issue. Is there a solution or work around for this issue?
Hi Kristin! Our support engineers can work with you to help you out with this issue. Could you please open a support case by clicking here?
Thanks Crystal, support have provided a workaround until a solution is found.
Thanks!
Matt
I am having issues with videos not loading in the published scorm 1.2 file. The videos play fine in preview mode. How can I submit a case?
Hi Beth! Our support engineers can work with you to help you out with this issue. Could you please open a support case by clicking here?
I'm having the same problem and would love to know if there's a resolution. I opened a support case already.
Hi Brian, thanks for letting us know you've opened a support case for this issue. I can see that Robert has been working with you on this case. You're in good hands!
I am having the same issues. FIle attached.
Hi there, Gabriel. I renamed the video file and uploaded it to a test course. It worked out for me in preview and when exported to Review 260. Can you try with this version of the video file instead? Let me know if that doesn't work!
Hi everyone! In today's update for Rise 360, we fixed an issue where video blocks sometimes displayed an error message that the media cannot be loaded.
To correct the issue for an existing course, upload the affected videos again, then export the updated course for your LMS or republish it to Review 360.
You can check out the release notes here. Have a great day!
Still got the same Problem, could you Please Support us?
Thanks a lot!
best regards!