Videos in Rise not playing

Hi Ashley, thanks for the response.  That confirms my suspicions, I'll get back onto our IT team.

Mike

No problem, Mike. Please let us know if you need any other help! 

Hi Ashley, I am having a similar problem.  The video in my Rise course plays fine in Chrome or Firefox but will not play in IE11 on my company pc.  It does play on my personal pc in IE11.  Can someone help me with what our IT dept may need to change so the videos can be viewed in IE11?  I attached a pic of the error message.  Thanks, Nancy

Hi Nancy! Happy to help you solve this puzzle! Let's start with a couple more details about your course:

• Do you see this error on only one video, or on all of the videos in the course?
• Is the course hosted on a learning management system, or are you accessing the course via the "Share" link?

Hi Alyssa - The error is on all the videos in the course (2).  Accessing the course via "Share" link. Thanks!

Thanks, Nancy! I'd like our Support Engineers to weigh in on exactly what your IT team needs to look out for in Internet Explorer. Could you send us your "Share" link by clicking here? Also be sure to reference this discussion when you submit your case. Thanks!

Hi was there any update to this issue?

Hi Rachel,

I was able to find a support case that Nancy worked on with our team.

Her issue was limited to playback in Internet Explorer.

Please review this article for assistance in how to set Internet Explorer to display Rise courses correctly.

Hi Ashley!

We get the same error on any browser, but only with one video.  It had a long name, so I shortened it and republished, but the error persists.  Any ideas?

Hi Lori! I'll open a case for you to capture some more details about your course. Keep an eye out for an email from me soon!

Awesome!  I appreciate it!

Hello,

I have the same problem here, Several courses have been created that include videos. I exported the courses as web and hosted them in sharepoint. Some videos are displayed with the message "The media could not be loaded, either because the server or network failed or because the format is not supported", it sometimes works when the page is refreshed and sometimes won't. This happens in different browsers.

Need your support please

Hi there, Nizar. If your videos are playing for learners using the Share URL, we first recommend asking your IT or Sharepoint administrator to check the mime types, making sure that the server is configured to serve mp4 videos.

If everything looks good there, please work with us one-on-one so we can do some troubleshooting with you!

Hi, I am suddenly getting the error for a video in Review, any ideas? Worked fine until today. Works fine in Rise Preview and in Edit mode, but when pushed to Review, the Video shows that errors.

I had the same issue. In two days, it cleared up on its own!

Lori

Hi there, Darren. I'm sorry you're getting that error message for the video in your course hosted in Review 360. We are monitoring some performance issues and keeping folks updated here on our status page.

We'll let you know once that's resolved, and if you're still seeing issues, please reach out to my team here!

I am seeing this for my ipad users. No browser works (we've tried Chrome, Safari, Firefox, Puffin Lite). Same error as mentioned here about media could not be loaded, network or server or format issue. I am paraphrasing that.

Hosted on Vimeo, no error, but never gets past buffering.

Course videos play on laptops, phones, and desktops using a variety of browsers. Nothing else in the course is an issue, only the videos.

Users are all at different physical locations, different IT departments, different security settings. So, I would be surprised if that was the root cause.

Seems like this is a recent problem, but cannot be confirmed.

Hi there, Lynn. You're not alone – we've seen recent reports of this issue, but so far, we haven't been able to nail down the cause. 

Would you be willing to share your course with us for testing purposes? The more examples we have, the better!

If that works for you, you can send us the Share link privately by clicking here.

Hi there, I have a Rise course with a video in that is having this same issue, not working on IE or Chrome. It seems to work when running direct from the rise software, but once I begin testing on the Learning Management System where we need to host it, the video will not load and gets the "media will not load message". Can I confirm what format a video file needs to be in for this to normally work?

Thanks

Louise

Hi there, Louise. We are still working on this issue. Can you try deleting the video from your course and then adding it back in? Then, export for LMS and upload your course again. We've had success with just rebuilding the video block.

If that doesn't work, you can privately share your video file and details with us here for more help.

We are having the same issue. We will try the suggestion by Crystal about and report back.

Keep us posted, Richard! And you always have the option to share your video file and details with us here, and we'll help you troubleshoot.

Hi,

I'm also receiving these errors on specific videos.

Videos were produced and published from Replay. All videos in course were working, and then I went back and updated a single video within that course (to amend a process change).

That updated video is the one that's crashing. All other videos are fine. I've used the same process to publish and upload the video, as well as deleted the entire storyblock out and re-uploaded.

Works find in preview but error shows in LMS course preview and users are reporting that they can't view the video.

Our LMS providers are looking into it and was hoping you would have some ideas.

Thanks