IRM Ondemand video training error

sibayanchak
Tera Contributor

‎07-23-2025 08:57 AM

Getting the error, while launching on demand video :

This video is either unavailable or not supported in this browser

Error Code: MEDIA_ERR_SRC_NOT_SUPPORTED
Technical details :
No compatible source was found for this media.
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wojasso
Giga Guru

‎07-23-2025 05:19 PM

Hi @sibayanchak

The MEDIA_ERR_SRC_NOT_SUPPORTED error typically means the browser cannot play the video because the format or source isn’t supported. The on‑demand training videos are hosted using HTML5 media streaming, which relies on your browser’s video codecs and network connectivity. You can try the following:

  • Use a supported browser like Chrome, Edge or Firefox (Safari on macOS sometimes blocks certain streams).
  • Ensure you are on the latest browser version and disable any extensions that block media (ad blockers, script blockers, etc.).
  • If you are on a corporate network or VPN, temporarily try from a home network or mobile hotspot to see whether firewall rules or proxy servers are blocking the media host.
  • Clear your browser cache and cookies and reload the training page.
  • If the issue persists, open the Network tab in your browser’s Developer Tools to see if the media URL returns a 403/404 – this may indicate the file is missing. In that case, submit a feedback ticket to the training team with the video’s name and link so they can re‑upload the content.

From my experience, switching to Chrome or Edge and disabling VPN/proxy resolves most playback issues. If none of the above works, reach out to ServiceNow support and provide the error code and details; the media might need to be re‑encoded or hosted on a supported platform.



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