Overview

When trying to play an uploaded video in your Jive community, you see one of the following error messages and the video fails to play:

• DASH play request error at URL: /api/core/v3/videos/video-player
• The media could not be loaded, either because the server or network failed or because the format is not supported.' when trying to play an uploaded video.

Solution

This is a rare issue that can occur due to network problems during video processing. You can re-upload the video to mitigate the issue. If in case you do not have access to the original video file, 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 include the links to the affected video(s).

Please note that the Jive Support team can try to recover the video file on a best effort basis. But the recovery cannot be guaranteed as it will be impossible if the process failed before the video could be saved.

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For Support Agents

You can try to locate the video in the S3 bucket. The path for the video is located under the processedURL column when you query the database using the video ID in Jive Cloud Admin. Sample query (replace <video_ID with the actual video ID).

SELECT creationdate, subject, processedURL from jivevideo WHERE vidid=<video_ID>;

This process is described in step 11 of the Unable to Play Videos - Troubleshooting Article.

If a playable video is found, after the customer's permission, you can either re-upload the video or send the video to the customer as applicable. However, please be very careful to not share the video files with unauthorized personnel as these are considered client confidential data.

If a playable video is not found in the S3 bucket, the only solution will be for the customer to re-upload the video from their backup (if available).

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