Videos will not play

Last Updated: Aug 15, 2018, 10:07:07 PM

Our videos use HTML 5 embedding and .mp4 encoding.  Here are the most common reasons videos fail to playback and how you can fix it.

Video Files are blocked by firewall or proxy

In corporate environments, sometimes IT policy will be to block video files from the internet. In this case you will need to work with your IT department to get mp4 videos unblocked from the firewall.

You may also have your IT department contact us for proper whitelisting of content.

Browser is not compatible

Try using a different internet browser to view our videos.  We are compatible with the latest versions of Internet Explorer, Chrome, Firefox and Safari.  

Check your internet browser

If you don't have a different browser and cannot / will not install a new one, make sure you have the latest updates for your browser installed.  Check your browsers help documents on how to update your browser.

Slow or insufficient bandwidth

Streaming online video is a bandwidth intensive operation.  Please check your internet speed and verify it is sufficient for online video playback.  A speed of 1.5 mbps or higher should result in a smooth video experience.  

Check your internet speed

Browser Cache

Occasionally your browser cache needs to be cleared for videos to start working properly again. Follow this article for more.

Bandwidth Limited by Corporate Network

Some corporate networks limit the amount of streaming video a person can watch in a given time period.  You will need to work with your IT department to to reset or upgrade your daily bandwidth quota.  

None of this

Contact us and give us as much detail as possible including:

  • What error messages are you receiving?
  • What browser and browser version are you using?

 

Find the answer to your question by using our indepth knowledge base.