What should I do if a video doesn't play?


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 support@skilljar.com and include the following information.

  • Your device type (Mac, PC, iPhone, Android etc.)
  • OS if you are viewing on a PC
    • Windows - go to Start Menu --> Control Panel --> Systems & Security --> System
    • Mac - click the Apple icon --> About This Mac
  • Browser (and version)
  • The lesson/course that you are experiencing issues with
  • A screen shot of the error, if possible

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

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