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
- 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 firstname.lastname@example.org 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.