Knowledgebase:
I am having trouble playing videos
Posted by Monique C, Last modified by Monique C on 18 January 2017 12:16 PM

Video streaming issues can be caused by many factors. By troubleshooting your internet or device connection, you may be able to play your videos again.

You may be experiencing a video streaming issue if you’ve seen one of these notifications:

  • An error has occurred.
  • Playback error. Tap to retry.
  • Connection to server lost.
  • This video is unavailable.

Here's how to troubleshoot common issues.

  • Ensure that you meet the minimum system requirements.
  • Ensure that you have JavaScript enabled and you have the appropriate version of Adobe Flash Player installed.
  • If you find that you are able to play some lesson videos but not all, you may need to perform some of the actions below to improve your connection speed:
    1. Shut down applications that might be taking up network resources such as downloads or streaming audio or video.
    2. If you have other browser tabs open, close them except for the one you're using to watch the video.
    3. Restart your browser.
    4. Update your browser to the latest version.
    5. Try running the speed test.
    6. Delete all temporary internet files.
    7. Reboot your machine.

Other factors that may affect your connection speed

  • Type of connection (broadband, DSL, T1, hardwired, wireless, etc.)
  • Spyware and or Virus protection
  • Browser settings or preferences and add-ons
  • Security software
  • Network capacity, network traffic, and the time of day.
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