Following a recent update to Edge on Android devices (116.0.1938.79). Videos (MP4) on Rise pages are no longer playing correctly. An error message is displayed "The media could not be loaded, either because the server or network failed or because the format is not supported"
This is occurring in multiple courses.
Occurs on Tablets and Mobiles. The desktop version seems unaffected at the time of writing this post.
Does anyone know of a workaround or a solution to the error?
Hi Sam! I'm sorry to hear about the issue you are encountering when viewing the videos on your published Rise courses.
Does the issue occur only when viewing the videos using EDGE on a mobile device? Have you tried testing if the same issue persists using Chrome (or Safari for iOS devices)? You can check out the following article to learn more about the supported Browsers for Viewing Rise 360 Courses.
If the issue persists, please open a case here so that our support engineers can help troubleshoot the issue.
I have raised a case ticket for a detailed investigation.
For the purposes of the forum - it only seems to affect videos on Rise courses when they are packaged in SCORM and viewed on Edge. other browsers work with no issues reported.
Hi Sam! It appears that the issue might be specific to EDGE browsers on mobile devices. You're in good hands.
I can see that Luiza is helping you with that case. You're in good hands. Feel free to reply to her should you have questions or have any further information to add.
For some courses that require no tracking, we use the share link, the videos play fine. We have also started testing using Edge Canary, as it's two versions ahead of the production version. Then we submit feedback to Microsoft via the link within the Three line burger icon.
5 Replies
Hi Sam! I'm sorry to hear about the issue you are encountering when viewing the videos on your published Rise courses.
Does the issue occur only when viewing the videos using EDGE on a mobile device? Have you tried testing if the same issue persists using Chrome (or Safari for iOS devices)? You can check out the following article to learn more about the supported Browsers for Viewing Rise 360 Courses.
If the issue persists, please open a case here so that our support engineers can help troubleshoot the issue.
Hi Angelo,
I have raised a case ticket for a detailed investigation.
For the purposes of the forum - it only seems to affect videos on Rise courses when they are packaged in SCORM and viewed on Edge. other browsers work with no issues reported.
Hi Sam! It appears that the issue might be specific to EDGE browsers on mobile devices. You're in good hands.
I can see that Luiza is helping you with that case. You're in good hands. Feel free to reply to her should you have questions or have any further information to add.
Hi, we've encounterend the same problem, have you found a solution to this?
For some courses that require no tracking, we use the share link, the videos play fine. We have also started testing using Edge Canary, as it's two versions ahead of the production version. Then we submit feedback to Microsoft via the link within the Three line burger icon.