Troubleshooting Video Playback and SCORM Loading Problems

  • Updated

Video and SCORM 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 or loading SCORM content, 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 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: 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.

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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