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How to Troubleshoot Videos?

First of all, please make sure you meet our system requirements for online videos.

If you meet all the requirements, please try following these steps to resolve the issue.

Once you do these things they seem to work just fine for everyone.

  1. Delete cookies. Not sure how? Click Here for a quick guide.

  2. Switch to a newer version of your browser. So please upgrade your version of Chrome. We can’t support older browsers like Internet Explorer 6, 7 or 8. Also, we are getting reports of an MME error message with Firefox – when users switch browsers, this is resolved. We are working on this but it seems to be an issue with the latest release of Firefox.

  3. Confirm your internet speed at http://speedtest.net. You need at least 1.0mbps to watch streaming online video. If your internet download speed is less than 1.0mbps, please remember that you can download videos to your computer for offline viewing.

If the problem continues to happen, please follow the next steps to help us identify the problem:

  1. Open any video you’ve noticed this issue on.
  2. Press “D” on your keyboard to open a debug panel in the player.
  3. Press play and watch the video for a full minute (or as long as possible). Important: Do not let the video end before moving on to step #4 (otherwise, the debug panel will disappear!)
  4. Click the blue “Open link” button.
  5. Copy the link below the words “Share your results by copying this URL.”
    Paste the results from the debug panel in a help desk ticket.

First of all, please make sure you meet our system requirements for online videos.

If you meet all the requirements, please try following these steps to resolve the issue.

Once you do these things they seem to work just fine for everyone.

  1. Delete cookies. Not sure how? Click Here for a quick guide.

  2. Switch to a newer version of your browser. So please upgrade your version of Chrome. We can't support older browsers like Internet Explorer 6, 7 or 8. Also, we are getting reports of an MME error message with Firefox - when users switch browsers, this is resolved. We are working on this but it seems to be an issue with the latest release of Firefox.

  3. Confirm your internet speed at http://speedtest.net. You need at least 1.0mbps to watch streaming online video. If your internet download speed is less than 1.0mbps, please remember that you can download videos to your computer for offline viewing.

If the problem continues to happen, please follow the next steps to help us identify the problem:

  1. Open any video you’ve noticed this issue on.
  2. Press “D” on your keyboard to open a debug panel in the player.
  3. Press play and watch the video for a full minute (or as long as possible). Important: Do not let the video end before moving on to step #4 (otherwise, the debug panel will disappear!)
  4. Click the blue "Open link" button.
  5. Copy the link below the words “Share your results by copying this URL.”
    Paste the results from the debug panel in a help desk ticket.
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