Support- Video Issues
With so many combinations of Devices, Operating Systems, and Browsers possible, we do everything we can to make sure things work for as many viewers as possible. Occasionally though, you may run into an issue watching our video workshops. If this does happen, take a quick look at the following list of conditions and probable solutions- you may find what you need to get back up and running right away. After browsing this section of our Help Center, if you are still unable to play videos properly, contact us via the support link above and we will open a ticket for you right away.
FIRST THINGS FIRST
We recommend you try the following simple steps, which may instantly fix your issue:
- Reload the web page. If this doesn’t resolve your issue, move on to step 2.
- Clear your browser’s cache, then reload the web page. Didn’t work? Proceed to step 3.
- Clear your browser’s cache and cookies, restart your browser (or reboot your device), then navigate back to the page you were on.
If none of these actions fix your problem, identify the type of issue and read through the appropriate section below.
- The player not showing up on the page at all.
- The player displaying a (bare bone) setup error on page load.
- The player loading, but displaying a media error when starting playback.
- The media playing incorrectly. For example, the audio may sound weird, the video may look stretched or seeking may not work.
More advanced developers should also take a look at their browser console. The browser may display error messages (e.g. around files not found or CORS errors) that are helpful in tracking down the problem.
1: Player Not Showing At All
This could mean your system simply isn’t current enough to support the technologies in use on our site.
Please try this test page and see if you can view the video clips <– need to make public test page for this
2: Player Setup Error
The player may be showing on your page, but only displays a setup error. Luckily, the setup error already pinpoints the area in which the issue is present. Here is a list of common setup errors:
- Error loading player: Flash version must be 10.0 or greater
- This means the version of the Flash plugin on your computer is too outdated for our player to use. Please visit the Adobe site to update your Flash player. Note this error will not occur if you do not have Flash at all (e.g. on an iPad).
- Error loading player: No media sources found
- This means there is most likely a problem on our end with this particular video clip. Please let us know immediately if you see this error message. Please reference the message, and the clip you were trying to play: Contact Support
- Error loading playlist: File not found
- This means we are using a playlist for a set of videos in series and the player can’t load the list. This is certainly on our end. Please reference the message, and the video you were trying to play: Contact Support
3: Media Loading Error
A media error appears after the player is successfully setup, but then fails to play your media.
Here are descriptions of common media errors:
- Error loading media: File not found
- We seem to have a broken link t a video. Please contact Support and let us know so we can see what may have happened. Make sure to reference the video you were trying to play: Contact Support
- Error loading stream: Could not connect to server
- This means that our server could not be reached. If this happens each time you try viewing video, you may have a proxy or firewall in place blocking port 1935. Check that this is not the case. If it is, unblock the port and try playing video. If you are still receiving this message Contact Support and let us know.
4: Media Not Playing Correctly
Both the player and the media may load fine, but a playback issue may be present.
- Video stutters frequently
- It looks like the bitrate of our video is too high for your connection. This could be caused by a number of situations.
- The first thing to do is run an internet speed check using a site such as <insert site here>. If your speed is not too bad (above 500kbps or so), make sure you do not have a browser or tab open somewhere with a page displaying a crashed flash player. If you are still having problems, Contact Support and we will see what we can do.