Unplayable media in Rise
Feb 20, 2019
By
CPE CC LEAD
Yesterday I loaded up a series of micro learning segments to a rise structure. They looked good and played well.
Today, when I open the same structure, I see a message saying,"The media could not be loaded, either because the server or network failed or because the format is not supported."
The metadata from the file is:
Video:
1920 x 1080HD
15 fps
rendered via H.264 codec to industry standard MP4 wrapper.
(also tried HEVC to MP4 wrapper - neither worked)
Audio: AAC, Stereo 48000kHz
Browser: Safari 12.0.3
Can anyone offer advice please?
16 Replies
where is the media hosted? are you by chance using a different account or method to engage with the content that you were previously?
Hi Lawrence,
I’m sorry that you’re having some trouble here.
The quickest way to resolve this issue is to have our Support Team take a look. You can submit a case here.
In the meantime, if there's anything else I can do to help, please let me know!
Taylor and Allison,
Thank you for replying so quickly with your assistance.
Taylor: the media is hosted in Rise (possibly AWS)
I logged in as the same and only user we have, ME :) and I simply tried to look at it in Preview mode.
I've since tested it on other browsers and finding Edge as well as Internet Exploder to be a complete waste of space; it plays on Chrome & Firefox - Desktop and DOES play on Safari iOS - for which we develop for primarily (and which is currently unsupported). As a mobile-first strategy, I really don't give a hoot about it not playing on desktops but it seems odd that it appears to play and then shortly afterwards says the media isn't supported or can't be found.
Per ardua, ad astra
That is odd! Hopefully our support team will be able to help you get to the bottom of this.
Same problem here IE v11.0.96. Did you resolve this? already tried trobleshooting guide and compatibility.
Hey Trevor! It sounds like you've already tried troubleshooting on your own with no luck so far. Let us lend a hand!
Send your video file to us by clicking here, and we'll test it from our side.
I am having a similar issue - some users can view in Review in Chrome but not in IE. Other users can play in both in Review. What worked for you?
Hi Dania!
It sounds like you published your Rise 360 course to Review 360. Some reviewers are using Internet Explorer to view the course, and they can't see the videos. Is that right?
Could you send us your Review 360 link by clicking here? We'll test it on our side, and we'll let you know what we find!
Hi,
I am unable to send my Rise Review link as it is proprietary information, but see this keeps coming up in the community. What options have you offered others with these types of issues?
Thanks,
Dania
[Description: Description: cid:49F8CA06-65F7-457B-9DC0-8251F696295B]
Dania Fox
Instructional Media Designer - Reservations
Reservations Training and Development (RTD)
[Description: Description: cid:38F42B54-C716-46C0-A741-9AF95032613D]
Hi Dania!
We like to troubleshoot these kinds of issues one-on-one with users in a case – that's the best way for us to determine what's causing the problem.
Since the error is happening in Internet Explorer, I'd suggest ensuring that Compatibility View is enabled.
Have your reviewers adjust that setting as a first step, and let me know if it helps them!
Hi
I have reviewed the troubleshooting guidelines and articles published. Also there are other users at this company who are not having these issues with the same end users accessing the material.
Thanks,
Dania
[Description: Description: cid:49F8CA06-65F7-457B-9DC0-8251F696295B]
Dania Fox
Instructional Media Designer - Reservations
Reservations Training and Development (RTD)
[Description: Description: cid:38F42B54-C716-46C0-A741-9AF95032613D]
Thanks, Dania!
I know you don't want to send your Review 360 link since it contains proprietary information, but since that's the best way for us to demonstrate a defect, we'll happily take a look should you change your mind! Our team can sign an NDA, if you'd like.
You could also create a sample course (without proprietary information) and send us a link to that one.
Good Afternoon,
We have been receiving replies to a message that was not sent by our account.
Best,
Meghan O’Sullivan
[Citrin Cooperman]
CPE-CCC
TEL 212.697.1000 | FAX 212.697.1004
529 FIFTH AVENUE, NEW YORK, NY 10017
Click Here to send me files securely
CPE-CCLEAD@citrincooperman.com | CITRINCOOPERMAN.COM
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Hi,
Here is a test course I made with the same issue. I can play the video in Review in Chrome, but not in IE. I had a team member try it as well. And we both tried with Compatibility View and without and could not play either way.
https://360.articulate.com/review/content/efd73df6-b90f-4d66-bc4b-963f7e051b7c/review
Thanks,
Dania
[Description: Description: cid:49F8CA06-65F7-457B-9DC0-8251F696295B]
Dania Fox
Instructional Media Designer - Reservations
Reservations Training and Development (RTD)
[Description: Description: cid:38F42B54-C716-46C0-A741-9AF95032613D]
Hi there, Meghan. This discussion post was originally authored by the owner of this profile, CPE CCLEAD. Authors will automatically be subscribed to replies to the post. When logged in with that Articulate ID, the author can click at the top to unsubscribe from further replies!
Thanks, Dania, for the example link. The video worked for me in Internet Explorer 11 using Windows 10. I'm sharing this information with my teammates so we can suggest what other environmental aspects to troubleshoot! You'll get an email from us soon.
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