How to troubleshoot audio & video issues

If you’re encountering audio or video issues while attempting to watch a course on a browser, this article explains various ways to troubleshoot these problems. Our support team will also follow this guide when responding to inquiries regarding video playback.

Please note that a broadband connection with a minimum speed of 5Mbit or 800kbps is required to watch a course on your device. The rest of our system requirements are listed here.

Determine if your environment’s causing the issue

To determine whether your device, settings or internet connection may be causing the problem, please do to the following:

1. Check your network configuration and follow any troubleshooting steps that are recommended.
2. Try watching another lecture or course.

If you’re able to watch other lectures without any problems, this indicates there is a technical issue with the original video. Please contact support so our team can investigate further and report the issue.

If you’re encountering playback issues with other lectures, however, then please try the troubleshooting steps outlined below.

Troubleshooting issues with your course playing environment

If you’ve determined the problem is due to an issue with your course playing environment, please do the following:

1. Try watching the original lecture in an incognito window. If the video plays without issue, try checking your extension, plugin or firewall program on your device to see if it needs to be reconfigured or disabled.
2. Try a different browser.
3. Clear your browser’s cookies and cache and restart it before trying again.
4. If you have a lot of browser tabs open, close most of them except the one you’re using to watch the course.
5. Check your browser version and update it if needed.
6. A minimum internet speed of 5Mbit or 800kbps is required to watch a course on your device. Test your internet connection speed to make sure your environment meets this and that your system meets our requirements. If your internet speed is low, try lowering the video quality of the lecture, or watching the course when your internet connection is stronger.
7. Turn off any hardware acceleration you have installed (in Firefox or on Windows).
8. If you can’t hear any audio, double check to see that the course player volume is turned up and that the video is not muted. Check the sound settings on your device.
9. Restart your computer and network devices (modems/switches/routers).