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Why is my video not playing?

Having issues with video playback? Below, we've put together a quick guide to troubleshooting your own/your students' video issues that should help you get everything solved in no time!


Troubleshooting guide for videos

First, I would make sure you have exported your videos with our recommended specs. If you've followed that, then check out the two most common issues and our recommended troubleshooting steps to see if this resolves your issue. 


My video isn't loading at all:

The large majority of time video issues are browser specific; for example, it may be that you have a plugin installed that is blocking the videos or your browser may not support the file type you are using. Try using a different browser or an incognito window instead.


If you're still having issues after trying the above, then please send a support request with the following information:

  • Which videos you're having a problem with - is it all videos in the course or specific ones? If it's specific videos then please send over links to some examples.
  • Which browsers you've tried - please try at least two browsers before messaging us. If you still can't get the videos to play, then please let us know which two browsers you've tried (name and version). Not sure which browser you're using? Head to whatbrowser.org to find out!
  • What kind of device you're using - Computer, iPhone, iPad, Android phone/tablet?


My video is loading slowly:

Our video hosting service is very reliable and the large majority of instructors find that they have no issues at all with videos loading slowly.


If your videos are loading slowly, it is most likely related to your internet connection. A quick tip for improving video playback is to click on the gear icon in the video player and choose a lower quality setting, as shown below.



We also recommend you compress your videos, as larger video files can load slowly for any students who are over a slower internet connection. 


If that still hasn't helped, then please send in a support request with the following details:

  • Which videos you're having a problem with - is it all videos in the course or specific ones? If it's specific videos then please send over links to some examples.
  • Which browsers you've tried - please try at least two browsers before messaging us. If you still can't get the videos to play, then please let us know which two browsers you've tried (name and version). Not sure which browser you're using? Head to whatbrowser.org to find out!
  • What kind of device you're using - Computer, iPhone, iPad, Android phone/tablet?
  • What internet connections have you tried? If possible, send us a screenshot of your internet speed (you can use http://www.speedtest.net/ for example). 


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