Hi there, Darren. We've seen this error on a handful of video files added to Rise 360. If you've already tried deleting the video block and adding it in again, let's get you working with my team.
You can privately share your video file and your SCORM output with us here, and we'll work through some next steps with you. We'll delete everything when we're done troubleshooting. Thank you!
Are you running into this error again when viewing videos in Rise 360? I see you mentioned that you opened a support case, but I don't see one listed under your Articulate ID. Do you have a case number handy?
In the meantime, try deleting the video from your Rise 360 lesson, then upload it again. Publish a new version of the course to Review 360, and the video should play normally. Let me know if that works!
I thought I did submit a case. I will need to check. The issues I have been having were that everything was working fine in Rise Preview and also in Review 360. Only when it was published to the LMS does this one video display that error.
Hello, Darren! In today's update for Rise 360, we fixed an issue where video blocks 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.
6 Replies
Hi there, Darren. We've seen this error on a handful of video files added to Rise 360. If you've already tried deleting the video block and adding it in again, let's get you working with my team.
You can privately share your video file and your SCORM output with us here, and we'll work through some next steps with you. We'll delete everything when we're done troubleshooting. Thank you!
I sent a support request.
Hi Darren!
Are you running into this error again when viewing videos in Rise 360? I see you mentioned that you opened a support case, but I don't see one listed under your Articulate ID. Do you have a case number handy?
In the meantime, try deleting the video from your Rise 360 lesson, then upload it again. Publish a new version of the course to Review 360, and the video should play normally. Let me know if that works!
I thought I did submit a case. I will need to check. The issues I have been having were that everything was working fine in Rise Preview and also in Review 360. Only when it was published to the LMS does this one video display that error.
Thanks, Darren. I opened a case on your behalf (#02115240), and you'll hear from one of our Support Engineers shortly!
Hello, Darren! In today's update for Rise 360, we fixed an issue where video blocks 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!