Go back to our FAQs

Questions to Ask – Can’t Watch Videos / Web Pages / Tech Issues / Not Streaming / No printing

Some common questions to answer in order to troubleshoot a connection problem you may be having with our website or webpages:

  • Are you connecting from home or work? CCO cannot assist with networks at your workplace because many workplaces block basic web services with their Firewalls. If you’re only having the problem at work, you’ll need to contact your company’s IT department so they can assist and possibly unblock the websites we use to deliver content. Those website are: cco.us, drive.google.com, nanacast.com, vimeo.com, embedly.com, embed.ly, podio.com, proprofs.com, classmarker.com.
  • Connecting with Chrome? It is the only browser CCO supports. Click HERE to download free Google Chrome If you are using Chrome, does another browser work?
  • Have you cleared your cache? Click HERE to view CCO Solution on Cache
  • Have you cleared your cookies?
  • Have you tried disabling Antivirus temporarily?
  • Have you ever accessed CCO successfully from the computer you are getting this error from?
  • If so, have you recently added new software to your computer that may be affecting connectivity to CCO?
  • Have you checked your internet connection (reset your modem)?
  • Have you performed a speed check (http://www.speedtest.net/)? If so, what were the upload, download speeds and ping results? 
  • Have you tried on another computer to see if you could get through (which indicates the problem is isolated to your computer)?
  • Have you downloaded any new security software where your settings could have been changed?
  • Do you meet the system requirements as outlined by CCO support – (CCO system requirements)?

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.

If you have checked everything, feel free to contact us for further assistance. Please be aware we will always check and verify first if the problem is a CCO website issue. If we determine it is not a CCO error, we of course, want everyone to be able to get to us. However, it is important to realize if it is determined the problem is on your end, it is difficult for us to troubleshoot individual computers and/or connectivity issues from afar. We can give you remote suggestions, but unfortunately, be aware the ultimate answer may be to have your local computer tech look at your issue.

Some common questions to answer in order to troubleshoot a connection problem you may be having with our website or webpages:

  • Are you connecting from home or work? CCO cannot assist with networks at your workplace because many workplaces block basic web services with their Firewalls. If you're only having the problem at work, you'll need to contact your company's IT department so they can assist and possibly unblock the websites we use to deliver content. Those website are: cco.us, drive.google.com, nanacast.com, vimeo.com, embedly.com, embed.ly, podio.com, proprofs.com, classmarker.com.
  • Connecting with Chrome? It is the only browser CCO supports. Click HERE to download free Google Chrome If you are using Chrome, does another browser work?
  • Have you cleared your cache? Click HERE to view CCO Solution on Cache
  • Have you cleared your cookies?
  • Have you tried disabling Antivirus temporarily?
  • Have you ever accessed CCO successfully from the computer you are getting this error from?
  • If so, have you recently added new software to your computer that may be affecting connectivity to CCO?
  • Have you checked your internet connection (reset your modem)?
  • Have you performed a speed check (http://www.speedtest.net/)? If so, what were the upload, download speeds and ping results? 
  • Have you tried on another computer to see if you could get through (which indicates the problem is isolated to your computer)?
  • Have you downloaded any new security software where your settings could have been changed?
  • Do you meet the system requirements as outlined by CCO support - (CCO system requirements)?

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.

If you have checked everything, feel free to contact us for further assistance. Please be aware we will always check and verify first if the problem is a CCO website issue. If we determine it is not a CCO error, we of course, want everyone to be able to get to us. However, it is important to realize if it is determined the problem is on your end, it is difficult for us to troubleshoot individual computers and/or connectivity issues from afar. We can give you remote suggestions, but unfortunately, be aware the ultimate answer may be to have your local computer tech look at your issue.

Feedback