Frequently Asked Question

If you are experiencing buffering, error messages, or a blank video player, it is usually related to your local connection, browser extensions, or device settings. Use the steps below to get back to your lesson.

Quick Fixes (Try these first!)

• Switch to Incognito/Private Mode: Open a new Incognito window (Ctrl+Shift+N or Cmd+Shift+N) and log back in. If the video works here, one of your browser extensions (like an AdBlocker) is likely preventing the player from loading.
• Toggle Hardware Acceleration: In your browser settings, search for "Hardware Acceleration." If it's ON, try turning it OFF (or vice versa), then restart your browser.
• Check your VPN: If you are using a VPN or Proxy, disable it. These services can interfere with video delivery networks and cause "Video Unavailable" errors.

Network & Connection

If the video is buffering or low quality, your connection speed may be dipping.

• Check your speed: Ensure you have at least 5 Mbps for HD playback.
• Clear the "Lane": Close other tabs and stop background downloads, 4K streaming, or online gaming on your network.
• Switch Wi-Fi Bands: If available, switch from a 2.4GHz connection to a 5GHz connection, which is better for high-bandwidth tasks like video.

Device & Browser Maintenance

• Update your Browser: Ensure you are running the latest version of Chrome, Firefox, Edge, or Safari.
• Clear Site Data: Instead of deleting your entire history, try clearing the cache specifically for this website in your browser's "Privacy and Security" settings.
• Restart: It sounds simple, but rebooting your device clears out background processes that may be hogging your system's memory (RAM).

Common Error Messages

Still having trouble?

If you have followed these steps and still cannot play videos, please contact Support with a screenshot of your Speed Test results and the name of the browser you are using.