Support Center

Could not locate the flash media clip

Last Updated: Apr 13, 2016 12:06PM MDT

Symptoms

When trying to play an online training course, you receive a pop-up error with the following format:
 
Media Error:
Error Description: Could not locate the flash media clip
Flash File:
http://media.onlineexpert.com/…
 

Detailed information

This error can occur for several reasons, including incorrect media settings and network connectivity issues. The address listed beneath the words Flash File will help you determine which solution to follow.

Examine the error pop-up window. Look for WinFlash in the web address beneath Flash File and take note of the 3–6 characters immediately preceding WinFlash.

If the line beginning with http://media.onlineexpert.com extends off the right of the page, you may click the text, press Ctrl+A, and then press Ctrl+C to copy the text. Then open a word processing or notepad application and paste the error text using Ctrl+V.
 
Example

Flash File:
http://media.onlineexpert.com/vcast/web/1234567890123/3210987654321/realcbt/123456/ABC/WinFlash/F12345.swf
 

Solutions

If you see …NA,D/WinFlash
  1. Run Internet Explorer (important: these steps will not work in any other web browser, such as Firefox or Chrome)
  2. Within Internet Explorer, log in to your onlineexpert.com account
  3. In the MY TOOLS panel on the right of the page, click Media Settings
  4. If Stream media from local CD (MediaPoint CD) is selected, do one of the following
    • If you have a MediaPoint CD for the course, ensure that the correct drive is selected, and then click the Update Media Settings button
    • If you do not have a MediaPoint CD, select Stream video media from Internet and click the Update Media Settings button
  5. Try playing the training again
 
If you see …NA,NA/WinFlash… 
  1. Run Internet Explorer (important: these steps will not work in any other web browser, such as Firefox or Chrome)
  2. Within Internet Explorer, log in to your onlineexpert.com account
  3. In the MY TOOLS panel on the right of the page, click Media Settings
  4. Select Stream media from local CD (MediaPoint CD) and click the Update Media Settings button
  5. Again, in the MY TOOLS panel on the right of the page, click Media Settings
  6. Select Stream video media from Internet and click the Update Media Settings button
  7. Try playing the training again
 
If you see …CD/WinFlash
Communicate with your network administrators and OnlineExpert group administrators. Ensure that the following conditions are met:
 
  1. Ensure that you have full Internet connectivity
  2. Ensure that *.onlineexpert.com is on all firewall and proxy whitelists
  3. Ensure that .swf files are not being blocked at any point in the network
  4. Ensure that the ISP is not blocking any part of onlineexpert.com

If all these conditions are met, or if you're not sure, please send an email to techsupport@learnkey.com with the following contents:
 
  • A screen shot of the error screen
    • Click inside the error window
    • Press Alt+Print Screen or Command (⌘)-Shift-3
    • Open the email message and press Ctrl+V to paste the screen shot
      • If pasting does not work, you may need to paste the screen shot into a new image in a program like Paint, save the image, and add it as an attachment to the email
  • The full error text
    • Open the error window
    • Press Ctrl+A to select all the text in the window
    • Press Ctrl+C to copy the text
    • Open the email message and press Ctrl+V to paste the text

 

Contact Us

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    LearnKey, Inc.
    35 N Main, St. George, UT 84770, USA

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    (435) 674-9733

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