Often, this issue is caused by a browser problem on the student's computer.  Here are some basic browser troubleshooting steps that are a great starting point to recommend to your students.

  1. Clear cache and restart the browser. Also check if you’re using the newest version of the browser

  2. Try a different browser (we like Google Chrome)

  3. Try an Incognito / Private Window (this will rule out an issue with browser extensions).

  4. Restart the device (it's a cliche but it works!)

  5. If possible, try a different device!

  6. If possible, try a different internet connection!  School and/or corporate firewalls occasionally block our video provider. 

For other video-related issues, please check out our video playback troubleshooting guide