The supplier of the Re/Play service has fixed the issue that was causing some people to have intermittent difficulty accessing videos.

Some people are experiencing intermittent issues when trying to view Re/Play videos, receiving an error message stating “The video could not be loaded, either because the server or network failed or because the format cannot be supported.” This has been reported to the supplier of the Re/Play service, who has replicated the issue and is investigating the root cause. They hope to have resolved this soon.

We apologise for any inconvenience caused.

This update relates to problems with Editing in Re/Play

The issue whereby some edits made in Re/Play returned a ‘fail’ error was acknowledged as a bug by the supplier. A fix for this bug was implemented on the 18th March. DEO testing and monitoring suggests that this fix was successful.

The supplier has notified us that sometimes the fail message was returned in error, when edits had in fact saved successfully. If you received an error message previously, it may be that your edits have already been saved. You should be able to see from the video playback whether your edits have or haven’t saved successfully. Please contact us at digital-education@bristol.ac.uk if you are unsure, or need further guidance.

Please note that if you edit the video while the captions are being generated, this can cause the captions to fail. They will then need to be requested again which can be done through the My RePlay area in Blackboard. Captions are automatically generated when the recording is made available to students. It can take up to 24 hours for the captions to generate.

If you have any questions please email digital-education@bristol.ac.uk

This is an update of this issue

The issue identified earlier today which resulted in a time-out error when accessing Re/Play collections is now resolved. Our supplier confirmed that they had fixed the issue, and currently the system is working as expected.

We will continue to closely monitor the service.

We are aware of reports of a timeout error message when accessing Re/Play from a Blackboard course menu link (eg to the unit collection of recordings) and searching for recordings through My Re/Play. The supplier has been informed and we are awaiting confirmation of the remedial action required. Recordings added or shared by other methods (eg added via the build content tools in Blackboard) and room recordings are currently unaffected.

We apologise for any inconvenience this has caused.

We are aware of a problem with selecting ‘full screen’ for Re/Play videos when accessed via the Re/Play link on a Blackboard course menu. The supplier is investigating as a matter of urgency.

In the interim, you can get the ‘full screen’ button to show by opening the video collection in a new tab or window:

• click the Re/Play link in the course menu as normal to open the collection
• ‘right-click’ (PC) or ‘CTRL + click’ (Mac) on the ‘Home’ button at top left (see screenshot below)
• select “Open link in new tab” or “Open link in new window” from the menu that appears.

This workaround has been successfully tested in Chrome and Edge browsers.

If you have any questions, please email digital-education@bristol.ac.uk.

This issue has been resolved by a bug fix implemented on the 18th March 2023.

We are aware of an issue affecting staff when attempting to save edits within Re/Play – after completing the edits on the timeline and clicking ‘Save Video’, the edits fail to save.

The Digital Education Office is working with the supplier to resolve the issue. If you urgently need to make edits to a video, please email digital-education@bristol.ac.uk and include a link to the recording in question.

This is an update of this issue

The issue identified earlier today which resulted in a time-out error when accessing Re/Play collections is now resolved. Our supplier confirmed that they had fixed the issue, and currently the system is working as expected.

We will continue to closely monitor the service.