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DaivaBanait's avatar
DaivaBanait
Community Member
29 days ago
Solved

"media could not be loaded"

I’m having a weird issue with video uploads in Rise – wondering if anyone else is experiencing this?

Since yesterday, I haven’t been able to upload any video files – even the ones that used to work perfectly before. Every time I try to add a video (whether it's a new file or even re-uploading an old one), I get this error:

“The media could not be loaded either because the server or network failed or because the format is not supported.”

The old videos that were uploaded weeks or months ago still play fine in my Rise course. But anything I try to add now just doesn't load.

Is this happening to anyone else? Could this be a Rise bug?

Articulate 360
other
  • EricSantos's avatar
    EricSantos
    9 days ago

    Hi DaivaBanait,

    I'm happy to let you know we released a new update for Rise 360! This update fixes the issue you encountered:

    • Fixed: Video files with spaces in their names failed to upload when the Preserve file quality option was enabled.

     

    There's nothing to install for web apps. New features and fixes are immediately available.

    Let me know if you have any questions about this update or the issue you reported.

2 Replies

  • StevenBenassi's avatar
    StevenBenassi
    Staff
    28 days ago

    Hi DaivaBanait​!

    Sorry to hear you're having trouble uploading videos to Rise 360!

    I see that you've also connected with my colleague Ian, through a support case. As Ian shared, we have this behavior logged as a bug in Rise 360. This bug causes video uploads to fail, when uploading a file with spaces in the filename and "Preserve File Quality" enabled. I've linked this discussion to the bug report so we can notify you as soon as a fix is in place!

    In the meantime, as a workaround we suggest:

    • Remove any spaces from the filename.
    • Ensure that "Preserve Quality" is not selected before uploading.

     

    Thank you for your patience. I'm sorry if this has been slowing you down!

  • EricSantos's avatar
    EricSantos
    Staff
    9 days ago

    Hi DaivaBanait,

    I'm happy to let you know we released a new update for Rise 360! This update fixes the issue you encountered:

    • Fixed: Video files with spaces in their names failed to upload when the Preserve file quality option was enabled.

     

    There's nothing to install for web apps. New features and fixes are immediately available.

    Let me know if you have any questions about this update or the issue you reported.