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Shannen's avatar
Shannen
Contributor
3 years ago
Solved

Error message when playing an uploaded video

Uploaded three MP4 videos to played during an upcoming webinar. Did a test/rehearsal today and when we try to play the videos, we get a message saying "Sorry, this portion of the webinar cannot be vi...
  • GlennD's avatar
    GlennD
    3 years ago

    Thank you. I have not found any other reports of similar issues recently and from your description I suspect the issue was with the initial upload, possibly the files were corrupted or incomplete. 

     

GlennD's avatar
GlennD
GoTo Manager
3 years ago

Hi Shannen,

 

  • Were you using Practice Mode or did you start the webinar early to practice? 
  • Can you share more details about the devices that were being used? Windows PCs, Mac, Smartphones?
  • How were the videos you uploaded created? Even though they are MP4s there maybe a compatibility issue
  • Have you shared videos successfully in the past? If you have could you try adding one of the past videos as a test and try to play it in a new rehearsal? 
  • Shannen's avatar
    Shannen
    Contributor
    3 years ago

    Hi Glenn. My answers below. Thanks.

    • Were you using Practice Mode or did you start the webinar early to practice? I was using Practice Mode
    • Can you share more details about the devices that were being used? Windows PCs, Mac, Smartphones? 2 HP laptops and 1 Dell laptop
    • How were the videos you uploaded created? Even though they are MP4s there maybe a compatibility issue  They were sent to me by the presenter, so not sure how they were created, but definitely look professionally done
    • Have you shared videos successfully in the past? If you have could you try adding one of the past videos as a test and try to play it in a new rehearsal? Yes, have played videos many times in the past

    The videos did initially play last week but wouldn't play yesterday.
    I just deleted the 3 videos and then re-uploaded them and now they are playing.  But of course, I'm still nervous about what caused the issue and if it could happen again. My webinar is tomorrow.

    • GlennD's avatar
      GlennD
      GoTo Manager
      3 years ago

      Thank you. I have not found any other reports of similar issues recently and from your description I suspect the issue was with the initial upload, possibly the files were corrupted or incomplete. 

       

      • Shannen's avatar
        Shannen
        Contributor
        3 years ago

        Thanks for looking into this. I hope that's the case, but the videos did initially play correctly and then a few days later they didn't work. So that makes me nervous, but I am hoping for the best as my webinar is today. I just did another practice session and they played correctly.