Skip to main content
arcm58308763
arcm58308763
Participant
February 27, 2017
Question

Video in HTML5 is not playing

  • February 27, 2017
  • 1 reply
  • 312 views

Hi there,

I have published a course in HTML5 using Captivate 9. The course is being administered via LMS. There are multiple short videos in the course and some users are unable to watch the video. The course stops on the video slide and doesn't go any further. Users are getting a blank screen - but the Captivate skin and playbar is visible.

Here are some additional details:

Web browser - IE 11

Multislide video included in the package

Course is published as HTML5 only

What could be the issue with the video playback? Thanks for your answers.

This topic has been closed for replies.

1 reply

Paul Wilson CTDP
Community Expert
Paul Wilson CTDPCommunity Expert
Community Expert
February 27, 2017

The video could be too large to load and in some cases is timing out. The user's browser may be configured differently from others and is not playing the video. Perhaps they have disabled something in their browsers. Perhaps try comparing system setups from users who are successfully able to play the videos with settings from users who are not able to play them. This could present a clue as to what the problem is.

Paul Wilson, CTDP
arcm58308763
arcm58308763Author
Participant
March 1, 2017

Thanks for the response.

The videos are less than 10 MB each. While playing the course several time, even I had one instance where the videos failed to play. I could see the play head progressing but the videos wouldn't load. It was a blank screen. I had to delete the temporary files and restart the browser and it worked fine later on. But for other users, this trick isn't helping either.

We have contacted the ICT team and all the users are on IE11, and they have ruled out the restriction of different browser settings. Even if the internet connection is slow at a particular time, the course should resume at a different time. Our users have initiated the course multiple times, but of not much use.

Paul Wilson CTDP
Community Expert
Paul Wilson CTDPCommunity Expert
Community Expert
March 1, 2017

I would look at the videos themselves. Did you make them yourself or are they from somewhere else? Remember that MP4 is not a video codec but rather a container format. Looking at how the videos were created might give you a clue. Using Adobe Media encoder to re-encode them might solve your problem.

Paul Wilson, CTDP
Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices