Overview

A user in your community is unable to play a video that they have created when using the Internet Explorer (IE) 11 browser or the Edge browser. However, when they try to use another browser, for example, Google Chrome, the video plays normally.

When the user tries to play the video in IE or Edge, they see a message that says "The media could not be loaded, either because the server or network failed or because the format is not supported". 

This article describes how to resolve this issue.

Information

As a preliminary step, please ensure that the user is using the latest version of IE 11 or Edge:

• To update IE 11, follow the steps listed here.
• To update Edge, please follow these steps:
  1. In Edge, click on the three dots at the top right.
  2. Click on Help and Feedback.
  3. Click on About Microsoft Edge.
  4. Edge will automatically start an update if one is needed, or it will inform you if it is already up to date.

If the issue persists after updating, or if the user was already using the latest versions of these browsers, this issue may be occurring due to a networking or security setting on the user's computer.

To confirm if this is the case, please check with the IT team at their location to confirm that there are no policies or network settings that would be causing this issue.

If there is no local network or policy factor that has been identified as leading to this problem, please ask the user to capture a HAR file while recreating the issue, then please contact us so that ATLAS can assist you. If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can provide the HAR file.