Video Playback Issues

If you’re encountering audio or video issues while attempting to watch a course on a browser, this article explains various ways to troubleshoot these problems. Our Support team will also follow this guide when responding to inquiries regarding video playback. 

View our minimum system requirements

To help resolve this issue, please take the following steps:

  1. Clear your browser cache and browser history.
  2. Try accessing the video on a Google Chrome browser (please make sure you have the most up to date version of Google Chrome).
  3. Try accessing the video on another network or mobile device to determine if the issue is a specific network connection.

If you are able to access the video on another network outside your organization’s network, this indicates a firewall issue. Please contact your organization’s IT department to help resolve the problem.

If you are still experiencing difficulties with the video after following the steps above, please contact Support via email at When contacting Support, please provide the following information:

  • First and last name
  • Email address associated with your account
  • Organization/Company name
  • Detailed description of your issue
  • Screenshot(s) where applicable
  • Course or area of the platform you are trying to access
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