Video Troubleshooting Guide

Here are a series of tips to help troubleshoot video playback issues.


Step 1 - See if you can play videos on other sites

Are videos on other sites such as Vimeo and YouTube working fine? If not, the problem likely isn't with our platform provider—rather, it's an issue with either your computer hardware or software. If it’s an issue with your computer software, you can try seeing if using Google Chrome as the browser helps (more on this later) or you can try closing and re-opening your browser… or finally restarting your computer.


Step 2 - Clear your browser cache

Clearing the browsing history on your browser may also help in restoring video player function. We will share the support links to popular browsers, if you're using a different browser you can check its support site for instructions. 


Step 3 - Check your internet speed

Speedtest.net can tell you the speed of your internet connection. If your internet speed is slow or unstable, you may wish to try to buffer the video. Start the video by clicking on the Play button and then immediately click on the Pause button. After letting the video buffer for a few minutes (wait for the video progress bar to load a bit before clicking Play), click on the Play button and check if the video will play properly.


Step 4 - Click the settings button on your video player

This is the wheel with spokes icon between the volume and full-screen icons. Check the quality option to Auto. This will optimize the video for your internet bandwidth.

Step 5 - Switch to Google Chrome

While our platform provider has taken efforts to ensure cross-browser compatibility, Google Chrome is the most stable web browser for playing video on our site. Internet Explorer is probably the least stable. Downloading Google Chrome (download link here) and using that as your browser might get your videos to start playing again.


Step 6 - Check to see if there are conflicting extensions or add-ons

Sometimes an extension or add on in a browser will stop videos from loading fully. 


Step 7: Check to see if anti-virus or firewalls are blocking js script

Similar to extensions, some other software can block scripts.


Step 8 - I’ve tried all of the above, other videos are playing fine and none of these troubleshooting tips seem to help. What can I do?

Contact us and we’ll have someone from the technical support team of our platform provider take a look. To help with troubleshooting please provide the following information:

1. Browser information: Go to http://www.whatsmybrowser.org/.  Click ‘Copy’ and paste that link in an email addressed to us, along with your internet download speed test results explained below


2. Internet download speed: Go to http://www.speedtest.net/, click ‘GO’ to initiate speed test. After the test is complete, click the chain icon in the ‘SHARE’ options.


Copy the results under ‘Web’ and paste that link in an email addressed to us at [email protected].