I recently created 9 courses and published them for review. All courses have videos but one of the videos won't play. I just get the message " The media could not be loaded, either because the server or network failed or because the format is not supported.". The video files are all mp4 and are all similar sizes. I thought it might just be a review issue so I exported the course as a SCORM 1.2 and loaded into our LMS. Same issue...
I have tested on IE and Chrome and get the same result. Any suggestions?
We've seen other reports of this, so thanks for bringing it up! While we haven't yet been able to nail down the cause of the issue, we have a hunch it's related to the video file name.
What is the file name of that particular video? Do you see an improvement if you rename the video file, then re-upload it to your lesson?
I changed the name (added a '_1') to the name and still didn't work... I then exported a lower res version and it is working. They were both under the recommended file size though (and I think I have bigger videos published) so not sure if this is really what solved it?
Thanks for that insight, Rebecca. Really strange that you were able to work around the issue by exporting a lower resolution version of the video.
We're still exploring the cause of this issue, so we'd love to have a closer look at your file. If you don't mind sharing it, you can send it our way by clicking here.
Hi Molly, I'm sorry to hear you're facing this issue. Can you share your files here? We'll be happy to take a look at them to see what's happening. If you prefer to share these privately, you can upload them using this form, and our support engineers will get in touch with you directly!
I am getting the same message when trying to play videos that are in a course that was exported as a web file. Everything else in the course works fine, and the videos in the assets folder play fine when I open them individually. However, when accessed from the index file, they do not. Has there been any update from the devs on how to make this work? I have tried changing the bitrate on the videos as well as shortening the names to just 2 characters. None of this has worked.
Edit: I also tried deleting the Video block and adding it back in using the new video with lower bit rate and shortened name.
Hi Shawn, I'm sorry to hear you've hit this error too! Thanks for sharing the troubleshooting steps you've tried to fix this issue. Would you mind sharing your files so we can see what's happening? You can upload them using this link. We'll share our updates once we've reviewed your files. Thanks!
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.
I'm still experiencing the issue mentioned above. I works for a few hours then the error message comes back. To solve the issue I have to reupload the video every time.
Hi Katherine, I responded to your other post about this issue. It looks like you are experiencing the video issue with the share link. We would love to take a closer look; please open a case here. Our support engineers are ready to help.
15 Replies
Are these embedded videos?
If so, check the length of the name of the source video file.
If the file name is longer than the other videos, rename the file to make the name shorter.
Delete the old video from your course and replace with the new one.
Hi Rebecca!
We've seen other reports of this, so thanks for bringing it up! While we haven't yet been able to nail down the cause of the issue, we have a hunch it's related to the video file name.
What is the file name of that particular video? Do you see an improvement if you rename the video file, then re-upload it to your lesson?
Thanks for the response Alyssa,
I changed the name (added a '_1') to the name and still didn't work... I then exported a lower res version and it is working. They were both under the recommended file size though (and I think I have bigger videos published) so not sure if this is really what solved it?
Thanks for that insight, Rebecca. Really strange that you were able to work around the issue by exporting a lower resolution version of the video.
We're still exploring the cause of this issue, so we'd love to have a closer look at your file. If you don't mind sharing it, you can send it our way by clicking here.
Thanks Alyssa, I have opened a case (#02021066)
Thanks, Rebecca! My teammate, Ryan, is testing your file as we speak. You'll hear from him shortly!
Thanks Karl, the video that is working actually has a longer file name.
These are embedded videos. The only difference is that one video is exported as high bitrate and one as medium bitrate.
Good to know Rebecca.
Just be aware that longer file names for embedded files are known to cause problems.
Having the same issue - how do I do this? How do I change bitrate upon export in Rise 360?
These are embedded videos. The only difference is that one video is exported as high bitrate and one as medium bitrate.
Hi Molly, I'm sorry to hear you're facing this issue. Can you share your files here? We'll be happy to take a look at them to see what's happening. If you prefer to share these privately, you can upload them using this form, and our support engineers will get in touch with you directly!
I am getting the same message when trying to play videos that are in a course that was exported as a web file. Everything else in the course works fine, and the videos in the assets folder play fine when I open them individually. However, when accessed from the index file, they do not. Has there been any update from the devs on how to make this work? I have tried changing the bitrate on the videos as well as shortening the names to just 2 characters. None of this has worked.
Edit: I also tried deleting the Video block and adding it back in using the new video with lower bit rate and shortened name.
Hi Shawn, I'm sorry to hear you've hit this error too! Thanks for sharing the troubleshooting steps you've tried to fix this issue. Would you mind sharing your files so we can see what's happening? You can upload them using this link. We'll share our updates once we've reviewed your files. Thanks!
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!
I'm still experiencing the issue mentioned above. I works for a few hours then the error message comes back. To solve the issue I have to reupload the video every time.
Hi Katherine, I responded to your other post about this issue. It looks like you are experiencing the video issue with the share link. We would love to take a closer look; please open a case here. Our support engineers are ready to help.