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How to Fix Microsoft Learning Pathways Playlist Videos Not Working

Partner Editor Oct 7, 2026 870 views

Question details

Users are unable to play videos within customized Microsoft 365 Learning Pathways playlists, despite the source videos working correctly online.

How to Fix Microsoft Learning Pathways Playlist Videos Not Working

Product: Microsoft 365 Learning Pathways
Device & OS: not provided
Scenario: Attempting to watch customized training or playlist videos directly inside the Learning Pathways app environment.
Observed behavior: Videos fail to play or load inside the Learning Pathways app, but the exact same videos play without issues when accessed directly via web browser URLs.

Before you start

Before making any changes to your playlists, confirm that your internet connection is stable and manually test the individual video URLs in a standard web browser to ensure the source files are not deleted or set to private.

Solution 1Recommended

Verify URLs and Recreate the Affected Playlist

Check if the source URLs are still valid and refresh your customized playlist to sync the latest content properly.

Sometimes, updates to SharePoint or the Learning Pathways app can cause embedded links to break or become disconnected from the original video assets. Refreshing the playlist entries forces the app to pull the most recent working URLs.

Test source links

Open a standard web browser and paste the direct URLs of the affected videos to verify they are still hosted and playable online.

Access custom learning administration

Log into your Microsoft 365 environment with administrator privileges, click the gear icon, and navigate to the Custom Learning administration page.

Locate and refresh the playlist

Find the affected customized playlist, verify the linked assets, and either refresh the entries or recreate the playlist entirely using the validated video URLs.

Verify URLs and Recreate the Affected Playlist

Administrator Access Required: You must have site owner or administrator permissions in SharePoint to edit or recreate Custom Learning playlists.

Solution 2

Report the Issue to Microsoft Support Channels

If videos only fail within the Learning Pathways app and playlist recreation does not work, escalate the issue to the relevant Microsoft engineering channels.

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Frequently Asked Questions

Why do Microsoft Learning Pathways videos play in a browser but fail in the app?

This discrepancy usually occurs because the embedded playlist links within the app have become outdated, the app's cache is corrupted, or there is a specific Learning Pathways service outage blocking the internal video player.

What details should I include when reporting a Learning Pathways bug?

To help engineers investigate effectively, always include the exact playlist name, titles of the affected videos, the direct video URLs, and descriptions of any error codes or blank screens you observe.

Can I manually replace broken videos in my custom learning playlist?

Yes, users with administrator permissions can access the Custom Learning administration settings, remove the malfunctioning video entries, and add new video assets or updated links.

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