Troubleshooting Video Playback Loading Problems

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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 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 (
• Confirm that Flash is enabled for your browser 
• 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 community@flexera.com 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 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.