Video file not found error


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:

  • Ensure that you have full Internet connectivity
  • Ensure that * is on all firewall and proxy whitelists
  • Ensure that .mp4 files are not being blocked at any point in the network
  • 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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