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stbelgium's avatar
stbelgium
Active Contributor
3 years ago

Webinar recording won't play on iPad (or iPhone)

Hi, my issue is that a webinar recording is not playing on the iPad...

The following message: "The media could not be loaded, either because the server or network failed or because the format is not supported".

How can I fix this? 

5 Replies

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  • VincentT's avatar
    VincentT
    Active Contributor
    3 years ago

    Hi GlennD ,

     

    I can't tell the video format for sure. It is a video automatically generated by the gotowebinar platform (recording of a live webinar which is then shared with our users for offline view). 

    I can share the link to one of those if it can help. 

     

    The video plays without issue on a Windows laptop with Chrome. 

     

    V.

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 years ago

    Hi @VincentT,

     

    Can you please provide some more details? 

     

    • What format are the videos? 
    • Did they play for other attendees who were not on iPads/iPhones?

    The issue is most likely a compatibility issue with the format of the video.

     

     

  • VincentT's avatar
    VincentT
    Active Contributor
    3 years ago

    Hello, 

    We are facing the same issue with our users. 

    We tried several devices (iPhones and iPad) from different networks,  cleaned up cache and history... without success. 

    I have tried it personnally on iOS devices with iOS15.6 and the latest Safari and Chrome releases.

     

    Any clues to fix this ? 

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 years ago

    Hi stbelgium, welcome to the community.

     

    Are you able to connect your iPad to a different network and try again?