Support Center

Video file not found error

Last Updated: Apr 13, 2016 12:05PM MDT


When trying to play an online training course, you see an error with the following format:
html5: Video file not found…

Detailed information

This error can occur when network conditions cause connectivity failures, but it can also indicate that a video is actually missing from one of our media servers.


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 * is on all firewall and proxy whitelists
  3. Ensure that .mp4 files are not being blocked at any point in the network
  4. Ensure that the ISP is not blocking any part of

If all these conditions are met, or if you're not sure, please send an email to with the following information:
  • The full course name
  • The session number
  • The full error text

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

    (800) 865-0165

    (435) 674-9733
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