Forum Discussion

Shannen's avatar
Shannen
Contributor
2 years ago

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
    2 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

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
2 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
    2 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
      2 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.

      • GlennD's avatar
        GlennD
        GoTo Manager
        2 years ago

        Please let us know if you had any issues playing them today in the live event. I assume you are using GoToWebinar Classic and have not opted into the beta program which uses the newer GoTo App?