Video playback problems

Chapter videos stream from secure, time-limited links, which points at the most common fix first.

The video won't load or stops with an error. The playback link a page generates is valid for several hours; a tab left open overnight can outlive it. Refresh the page — that mints a fresh link — and play again. If it still fails, another network is the next test: workplace firewalls occasionally block our video host, and confirming the video plays on a phone off the office Wi-Fi tells you whether to loop in whoever manages the network.

The video plays but the quiz never unlocks. The course marks a chapter watched when the video plays through to the end, so a tab closed at the 95% mark doesn't count. Play it to the very end — the page updates by itself, no refresh needed — and the quiz button appears. Watching at higher speed is fine; the finish is what matters.

You can't re-watch a completed video. If the chapter page says the video has been watched and can't be replayed, that's your organization's replay policy rather than a malfunction. The transcript below the player remains available, and your quiz and exam retakes are unaffected.

No sound, or you need captions. Check the player's mute button first — browsers sometimes start muted. English subtitles are available on every chapter through the captions (CC) control, and the player's other controls are covered in getting started.

If none of that resolves it, note which chapter, which browser, and what the error says — those three details are what support needs to chase the rest.