Firefox will display this error when your browser is not able to connect to the CDN where the video files are hosted
Description
When you encounter the error message: "The media could not be loaded, either because the server or network failed or because the format is not supported." when using Firefox, this occurs when your web browser is unable to connect to the Amazon Web Services Content Delivery Network (CDN) where Digital Theatre+ hosts it's video files.
Possible reasons this issue occurs
- Most commonly, this issue occurs when your IT network administrator has blocked requests to the CDN.
- Sometimes, this issue occurs when your IT network filtering automatically begins blocking requests to the CDN
- Rarely, this issue occurs when your IT network administrator blocks everything by default, and you must request specific URLs be added to a permit list.
- It may also be possible, although we have never encountered this to our knowledge, that your Internet Service Provider is blocking access to the CDN.
Resolution
Ensure that your web browser can connect to https://d10eeigq6mvk6z.cloudfront.net/. This is a URL that is operated by Digital Theatre+ using AWS CDN.