Fixing video playback issues

We understand that encountering video playback issues can disrupt your experience. This article provides comprehensive guidance and actionable steps to help you troubleshoot and resolve common video playback problems you might encounter.

Understand where your videos come from

We deliver your lesson videos through Vimeo, our video provider. Other video content on our platform comes from YouTube.

Troubleshoot video playback

If you're experiencing trouble viewing video material, please work through the following troubleshooting steps:

Check for device or network restrictions:
- Using a company device? Your company's network or firewall might be blocking video streaming services. We recommend checking with your IT department to learn how to access these videos on your work device best. If that's not an option, try using a personal device instead.
- Are you in a restricted region? If you're in a country where governing policies block Vimeo, we suggest finding a solution that complies with your local laws for accessing the service.
Clear your browser's cache: This often resolves unexpected playback issues. Instructions on how to do that are here.
Try a different browser: If you're using Chrome, try Edge or Firefox, and vice versa. Sometimes, a different browser can resolve compatibility issues.
Check your network connection: Ensure your internet connection is stable and working properly. A weak or inconsistent connection can cause buffering and playback problems.
Use a personal device (if possible): As mentioned above, work computers can have restrictions that block certain content. Switching to a personal device can help prevent this.
Allowlist Vimeo domains: Make sure your browser allows the domains .vimeocdn.com and .vimeo.com . These are essential for Vimeo videos to load and play correctly.

Still having trouble?

If you're still experiencing issues with video playback after going through these steps, please visit Vimeo's help page here, where they offer fixes for common errors.