000032795 - Error in RSA Archer 6.x help system "Unsupported video type or invalid file path in"

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000032795
Applies ToRSA Product Set: Archer
RSA Version/Condition: 6.x
Platform: Windows
 
IssueWhen loading videos in Archer 6.x help system, the following error may be displayed to the user:
User-added image
 
Error: Unsupported video type or invalid file path

Additionally, if the video URL is requested directly, the following error may be displayed to the user:
 
HTTP Error 404.3 - Not Found

 

"Description: The page you are requesting cannot be served because of the Multipurpose Internet Mail Extensions (MIME) map policy that is configured on the Web server. The page you requested has a file name extension that is not recognized, and is not allowed."

CauseThe user does not have a browser capable of playing the video and/or the web server is not configured to serve MP4 video files.
Resolution
Enable the web server to serve the video files:
  • Open Internet Information Services (IIS) Manager)
  • Click on the server name on the left
  • Double-click on the MIME Types icon
User-added image
  • Click "Add" on the right
  • File Name Extension: mp4
  • MIME Type: video/mp4
User-added image

Enable the user to play the video files:
User is browsing the Archer site from a PC running Windows Desktop:
  • Start ->
  • Programs and Features ->
  • Turn Windows Features on or off ->
  • Media Features ->
  • Windows Media Player ->
  • OK
User is browsing the Archer site from a PC running Windows Server:
  • Start ->
  • Programs and Features ->
  • Turn Windows Features on or off ->
  • Desktop Experience ->
  • OK
 

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