Troubleshooting Video Playback and SCORM Loading Problems

  • Updated

Video and SCORM errors can be caused by several factors, including network issues, server issues, or the file uploaded by the instructor. If you are experiencing any difficulty watching videos or loading SCORM content, here are a few steps to try to resolve the issue:

  • Confirm your internet connection
  • Refresh your browser
  • Close and reopen your browser
  • Attempt to play the video or reload the SCORM lesson in an Incognito or Private window by clicking your browser's menu button and selecting "New Incognito/Private Window"
    • If the content successfully loads in the new window, this is an indicator that a browser extension is likely preventing the content from loading.
  • Clear your browser’s cookies and cache (help article here on how to do this)
  • For troubleshooting Video Error Code 232011 or "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: Crossdomain File Loading Reference.

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 (such as Mac, PC, iPhone, Android).
  • Browser (and version).
  • A screenshot of any errors appearing in the content 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: Select F12 or gp to the menu bar and select Tools and then 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.

Last seconds of video playback not loading

If a video starts buffering and fails to load during the last few seconds of playback, please re-encode your video and upload it again. You can find more information and help regarding JW video encoding and troubleshooting at the JW Player support page.

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