Technical Issues

Hi there,

My course videos do not load. They all need 'encoding'?
How long does that take? Btw working in Firefox.
thx, rgds Ingeborg

Thanks for writing. That’s so strange. The short term solution is to try the following:

• log out and log in again.
• try another browser (chrome or safari)
• hard refresh the page

I’ll take a long look at it when I’m back at the office.

Rued.

Same issue as Ingeborg…they all need encoding.

I talked to the technology guys, and they say it's most likely because you have an AdBlocker activated. Can that be the case?
The ad blocker will block the loading of the video script. The videos work for me when disabling the adblocker, using Chrome.
Please give it a go and let me know if it still doesn't work. Then I'll dive deeper into the technicalities, or reupload all materials.
Thanks for your patience,
Rued Riis.

Hello Rued
Same problem here.
It worked the day before yesterday. Yesterday it didn't work, so it is today…
Can you please check with your team?
Thank you
Stéphanie

Here is the message that I have on all videos :
"We are encoding your video so that it can be viewed on all devices.
Your video will appear here automatically when complete."

And just before this one I could briefly read the following message : « the media could not be loaded, either because the server or network failed or because the format is note supported »

Thank you for your quick response : I really want to go on this week-end :)
Best regards
Stéphanie

Hi Stephanie,

Have you disabled your ad blocker?

This is the solution that the other students experiencing this are using.

Let me know if it still doesn’t work.

Rued

Hi
I don't have any adblocker…
I tried on Chrome, Mozilla and Opera andhave the same message.
It worked the day before yesterday and I haven't changed a thing :(

And I tried on 2 other computers in 2 different places one mac and one pc : we still have te same message…
Thank you in advance for your answer and help
Stéphanie

Alright - I’ll try to reupload the whole program then. I’m in contact with the platform providers, and they are investigating.

In the meantime, I can only suggest what seems to have worked for other students; logging out and in, refreshing the page, disabling plugins.

If none of the works, you’ll unfortunately have to wait a day or two before we have found the fix-all solution :(

So sorry for this bad experience. I’ll make it up to you in insights, sparring and good energy :)

Rued

Thank you for you answer Rued!
I've already tried what you explained, I'll wait no worries.
I love the videos I've already done (I did all the videos before the section "go beyond Vyond"), your good explainations and your energy, thank you.
I let you come back to me when your team has the solution in a day or two as you said.
Fo your information if it can help your team : videos work on my telephone (but it's not easy for me, the screen is way too small), doesn't work on my tablet and still doesn't work on all the computers as I told you.
Enjoy your sunday
Stéphanie

Thank you all for helping to solve this problem. It is solved now, so all videos play without problems.

Here’s the reason for the issue explained by the platform provider:

“A couple months ago we made adjustments to how the security settings for a video would be applied and you happened to connect your custom domain to your account exactly at this time which caused a rare issue that we haven't seen on any other accounts where the security settings for those older videos did not get changed to allow your custom domain. It isn't possible for this issue to happen again in the future with any new videos you upload, and editing/updating a lesson will refresh the settings for a video, but some of your old videos never got updated to allow playback on your custom domain.

Since this didn't affect all of your videos (looks like about half), and since it only affected those watching on your custom domain, this explains why sometimes the videos looked fine, and for others they would never load.

We went through and manually updated your video security settings to allow playback on your custom domain, and after doing so we went and double checked each video to make sure the settings were applied correctly. ”

So everything is fine now :) Thanks for your patience.
Rued.

Since yesterday I have the same problem like earlier last year. The video's get stuck on 'encoding to present on all devices'.
Strange thing is that I only have this problem with video's that I have not watched before.
Can we fix this?
Thanks and rgrds,
Ingeborg