Troubleshooting Video Loading or Playback Problems


Video errors can be caused by a number of factors, including network issues, server issues, or the file uploaded by the instructor. If you are experiencing any difficulty watching videos, here are a few steps to try resolving the issue:

  • Confirm your internet connection
  • Refresh your browser
  • Close and reopen your browser
  • Attempt to play the video in an Incognito or Private window by clicking your browser's menu button and selecting "New Incognito/Private Window"
    • If the video successfully plays in the new window, this is an indicator that a browser extension is likely preventing the video from loading.
  • Clear your browser’s cookies and cache (help article here on how to do this)
  • Confirm that Flash is enabled for your browser (step 3 in this article provides help on this for each browser type)
  • For troubleshooting "Cannot load M3U8: Crossdomain access denied" error messages, work with your IT network team to check on your firewall status.
    • If you have a firewall, you can allow a particular HTTP header:
      Access-Control-Allow-Origin: *
    • Your IT network team may want to reference JWPlayer's support article

If you continue experiencing an issue, and the steps above do not resolve it, please email and include the following information.

  • The lesson/course that you are experiencing issues with
  • Your device type (Mac, PC, iPhone, Android etc.)
  • Browser (and version)
  • A screenshot of any errors appearing in the video player iFrame
  • A screenshot of your browser dev console:
    • Chrome or Firefox: Right click anywhere in the browser window and select Inspect or Inspect Element.
    • Internet Explorer or MS Edge: Hit F12 or navigate to the menu bar and select Tools > Developer Tools.
      • Select the Console tab of the dev pane and send us a screenshot of any text that appears there.
      • Select the Network tab of the dev pane and send us a screenshot of any text that appears there.

We may ask that you provide a HAR file as well.

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