I'm receiving an error message "The media could not be loaded..." when I try to play/view the candidate video

I'm receiving an error message "The media could not be loaded..." when I try to play/view the candidate video

If you have received this error message (message stated below) when attempting to view a candidate video, it means the media could not be loaded; either this file has been archived because it was created more than two (2) years ago or the network has failed when attempting to play the video.

Please document the following information and submit a request for assistance to our technical support team.  It is important to provide as much information as possible.  Below is a list of the information that we'd appreciate you providing to help us with the investigation.  

  • User name
  • User email
  • Steps to reproduce the behavior (error) - Including the steps from "login to error" help us during our investigation. 

    • Related Articles

    • What level of access (user role) do you need to be able to view all assignments?

      In order to view all Assignments within your Prep account you must be the highest level user role - Account Admin.  Account Admins have full control over any and all content within their Prep account, and to any Location within their account. 
    • I'm a student and would like to redo (reset) my digital interview so I can try again.

      Unfortunately, the Interview Prep support team does not have the authorization to reset and/or extend digital interviews on our Prep platform. We are the providers of the software and did not create or send out the assignment. We recommend you ...
    • How do I add users in bulk to my Prep account?

      Go to your Admin view in the Prep Platform Select Settings from the side menu Select Users from the Top Menu Select Bulk User Upload button Here you can select the location you want to add the users to Then select Browse to select the prepared .csv ...
    • How do I find my assignment?

      As a Student follow these steps: 1. Login to your Interview Prep user profile. 2. Go to Conduct. 3. Click on Assignment Interviews. Your assignment should be populated within this section if you were invited to an interview. As a Professor, follow ...
    • How do I share an assignment or interview?

      From the Prep platform To share an assignment or interview with another individual, please complete the following steps: Log into your account Click on 'Review' Select the interview you wish to share from the dropdown list located above the questions ...