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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


Why is my video not loading?


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. 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 right-click on the video player and choose a lower quality setting, as shown below

 


To increase playback speed, we also recommend keeping your video files fairly small - please see 
here for our recommended specs for exporting videos.

If your videos are loading unusually slowly, then we'll be happy to look into that for you. Just send a message to the team with the following information:

  • Your internet download speed - please go to speedtest.net to run a speed test on your internet connection and send over the results.
  • 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?


Got a video issue not covered here? Please send over the details and we'll get to the bottom of it!

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