Overview
If you see the message below when attempting to view or play a video:
“The media could not be loaded. This may be due to age (video has been archived) or a possible network error.”
it means the system is unable to access the video at that moment. This is typically caused by one of two reasons:
The video has been archived due to age (created more than two years ago), or
A network or connectivity issue interrupted playback
Why this happens
Archived videos (most common)
To keep the platform fast and efficient, older videos are automatically moved from active storage to secure, long-term archive storage after a certain period of time.
This process:
✅ Does not delete your videos
✅ Keeps them secure
✅ Allows retrieval when needed
In short, nothing is lost — the content is simply stored differently for long-term safekeeping.
Network or browser issues
Sometimes playback fails due to:
slow or unstable internet
firewall or VPN restrictions
browser caching issues
temporary service interruptions
What to try first
Before contacting support, we recommend:
Refresh the page
Try another browser (Chrome/Edge recommended)
Disable VPN if enabled
Confirm internet connection is stable
If the video still won’t load, please contact Technical Support.
How to request video retrieval or troubleshooting
Please submit a request to Technical Support and include as much detail as possible to help us investigate quickly.
Required information
For interviewstream On Demand or Connect:
Requisition Name
Requisition ID
Date the requisition was created
Candidate name(s) experiencing the error
Steps taken before the error occurred
Confirmation of the error message shown
Error message reference
“The media could not be loaded. This may be due to age (video has been archived) or a possible network error.”
Contact Support
Submit a request here:
👉 https://support.interviewstream.com
Our team can:
restore archived videos
verify storage status
troubleshoot network-related playback issues
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