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

[stbelgium]

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? 

[GlennD]

Hi @stbelgium, welcome to the community.

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

[VincentT]

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]

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]

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.

[VincentT]

https://attendee.gotowebinar.com/recording/4124758921754154755