Video Will Not Display

Refreshing/Relaunching Your Course

If your video is not displayed after launching your course, or if the stream freezes; Refreshing the page or relaunching the event can help resolve this. There are a few ways to do this.

If you are using a Windows-based system, you can hit F5 or CTRL + R on your keyboard to refresh the page.

If you are using a Mac-based system, you can hit Command + R (⌘ + R) or Option + Command + R (alt + ⌘ + R) on your keyboard to refresh the page.

If the above does not work, you can also refresh your stream by clicking the Reload button in your browser. For Microsoft Edge, Chrome, and Firefox; the Reload button can be found in the left-hand corner of the browser as shown below.

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While for Safari, the Reload button can be found to the right of the address/URL bar:

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Relaunching the course

If you are running into issues refreshing your page, you can try relaunching the course by closing out of the Viewer and rejoining the course. It is best to try relaunching your course by following the steps you initially took to access it.

You may also relaunch your course through your online classroom on the Provider's site; or if you were emailed a link to join in, you can also relaunch from the provided link.

 

Clearing your Browser Data

If you launch your course and your page is stuck loading, clearing your Browser Data inside your browser may help fix this issue.

If you are using a Windows-based system, you can hit CTRL + Shift + Del on your keyboard to bring up the Clear Browsing Data page in your browser.

If you are using a Mac-based system, you will need to manually clear from your browser.  

If you are running into issues clearing your browser data with the above method, you can also clear it through your Browser’s Settings. Below are step-by-step ways to do so in Microsoft Edge, Google Chrome, Firefox, and Safari.

 

Microsoft Edge

For Microsoft Edge, the following steps can be taken.

In the top right corner of the Browser, you will see three horizontal dots you can click on:

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After clicking on the three dots, a drop-down menu will appear, where you will then want to click on settings:

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Once inside Settings, you will then want to click on Privacy, Search, and Services, found on the lefthand side of the page. Inside Privacy, Search, and Services, you will now see the section, Clear Browsing Data; where you will then click the button, Choose What to Clear:

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After clicking Choose What to Clear, a pop-up menu will appear. You will want to make sure both Cookies and Other Site Data and Cached Images and Files are checked off (everything else does not need to be checked), and click the Clear Now button:

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Google Chrome

In the top right corner of the Browser, you will see three vertical dots you can click on:

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After clicking on the three dots, a drop-down menu will appear, where you will then want to click on Clear Browser Data.

After clicking Clear Browser Data, a pop-up menu will appear. You will want to make sure both Cookies and Other Site Data and Cached Images and Files are checked off (everything else does not need to be checked), and click the Clear Data button:

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Firefox

In the top right corner of the Browser, you will see three vertical lines you can click on.

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After clicking on the three lines, a drop-down menu will appear, where you will then want to go to History; from the menu that appears, click on Clear Recent History:

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After clicking Clear Recent History, a pop-up menu will appear. You will want to make sure both Cookies and Cache are checked off (everything else does not need to be checked), and click the Clear Now button:

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Safari

At the top of the Browser, you will see History listed. After Clicking History, a drop-down menu will appear where you will then click on Clear History:

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After clicking Clear History, a pop-up menu will appear. You will then click the Clear History button inside the pop-up:

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Checking Connection Speed

Constant buffering often indicates a slow internet connection. Check your internet speeds at OpenSpeedTest.com to see if you meet the minimum download speed of 10 Mbps, upload speed of 5 Mbps, and your ping is not above 100 ms (Please note, that the minimum recommended speed is in reference to a dedicated/home network and may differ with a shared/work network).

If your speeds do not meet the minimum requirements, you may need to reset your router/modem. This can be done by unplugging the router/modem from the wall outlet, wait two minutes, and then plugging the router/modem back in.            

 

FAQs (Frequently Asked Questions)

I have tried refreshing my page and clearing my browser data, and my speeds are fine, what can I do?

Switching to another browser can be the solution needed to pull the stream up.

If you do not have access to another browser, it is best to make sure your browser is up to date.

Restarting your device may also help or try connecting to the course through a different device.

I am on a work network and do not have access to reset my modem/router, what can I do?

Whenever possible, connect directly to your internet via an ethernet cord instead of Wi-Fi. Close all other programs not being used, including other open browser tabs/windows that may be consuming bandwidth.

If issues persist, you may need to try having your IT team reset your network or try another network connection.

I am connected to a VPN; will this cause issues streaming the course?

Short answer, yes. It is advised that when viewing our courses, you disconnect from your VPN as it can block the stream from loading correctly.

 

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