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.
Hi Katherine, sorry to hear that you are experiencing issues with playing your Rise 360 videos. To confirm, is this happening when courses are viewed via a share link? Is this happening to all courses?
Hi, was having the same problem. I managed to solve the problem by simplifying the video filename. Before it was C43_SEGES_M06_UN1_VA18_Como_emitir_uma_Nota_de_empenhoV2.mp4 and when I renamed it to va01.mp4 it worked =)
Hi there, Sean. Is this happening with one video in particular? Can you make any changes to the video, either changing the file name or re-exporting as .mp4 it from a video editing tool? If so, replace the video in the course, export your course again, and load that new version into your LMS.
If that doesn't work, let us know by clicking here. You can securely share your video file with us, and we'll delete it when we're done troubleshooting.
This is happening with every video we have in our Rise packages. The solution was to delete the video, reupload it (didn't have to make any changes to the video), then republish and that fixed the problem.
Was quite time consuming doing this. Do you know what was causing the issue?
I did open a support ticket with you. The conclusion was it's not known what the issue is. The video was not the issue, because I deleted the videos in Rise then uploaded the exact same video and the problem was fixed after exporting the updated Rise course to our LMS. So the issue is either the LMS or Rise. We updated all of our Rise's like this so no longer have any that do not work and so can't try SCORM CLOUD option.
34 Replies
Hello, Fachstelle! Please try deleting that video block, then re-uploading the video to a new video block.
Then, export the updated course for your LMS again, and let us know if that resolves the issue!
I am experiencing the same issue, I'm using the share link at this moment, it works for a day then it stops working.
Hi Katherine, sorry to hear that you are experiencing issues with playing your Rise 360 videos. To confirm, is this happening when courses are viewed via a share link? Is this happening to all courses?
Hi, was having the same problem. I managed to solve the problem by simplifying the video filename. Before it was C43_SEGES_M06_UN1_VA18_Como_emitir_uma_Nota_de_empenhoV2.mp4 and when I renamed it to va01.mp4 it worked =)
We are currently having this issue with our SCORM 1.2 Rise project uploaded to our LMS Moodle course. Is there a fix coming for this?
Hi there, Sean. Is this happening with one video in particular? Can you make any changes to the video, either changing the file name or re-exporting as .mp4 it from a video editing tool? If so, replace the video in the course, export your course again, and load that new version into your LMS.
If that doesn't work, let us know by clicking here. You can securely share your video file with us, and we'll delete it when we're done troubleshooting.
Hi Crystal
This is happening with every video we have in our Rise packages. The solution was to delete the video, reupload it (didn't have to make any changes to the video), then republish and that fixed the problem.
Was quite time consuming doing this. Do you know what was causing the issue?
Hi Sean,
This could be a bad upload. We can start first by finding out if it is LMS-specific. Try testing your course in SCORM Cloud.
You can also open a support ticket with us here. Please include one of the videos; we'll be more than happy to investigate what may have happened.
Hi Chris
I did open a support ticket with you. The conclusion was it's not known what the issue is. The video was not the issue, because I deleted the videos in Rise then uploaded the exact same video and the problem was fixed after exporting the updated Rise course to our LMS. So the issue is either the LMS or Rise. We updated all of our Rise's like this so no longer have any that do not work and so can't try SCORM CLOUD option.