We are sorry to hear that you are experiencing this issue. Please try the following and let us know if this resolves the issue:
Check your browser and operating system for the latest updates:
Try another browser (we recommend Google Chrome).
Can you try to play videos in the Incognito window, does it play?
Try to clear your browser cache:
Note: You may not be able to follow some of the steps above if you are using a work device. Please contact your IT support team for assistance.
If the above does not work, as a temporary workaround solution, you can watch videos by downloading them:
If you see the Loading Lesson spinner and it does not go away, go back to the main learning dashboard, find the course tile and click the Home icon:
This will take you to the Course Homepage, where you can download lesson video directly from the lesson TOC.
If, when on a lesson video, you see an Error message on your screen instead of the Lesson Loading spinner (for example, Error Code: 102006) - click the Download button to download the lesson video:
If the above does not work, please provide the information below which will help us troubleshoot the issue for you:
Were you able to load lesson videos before?
Are you using your personal or work device, home or work network?
Are you using any VPN to connect to your network?
Are any extensions installed on your browser (like an Ad blocker)?
Could you please take a screenshot and send the Console output with the errors from your browser when you're having an issue with loading the video? To get the Console output you can do it easily by watching this screencast video.
Can you please also try to load the following sample videos and send the Console output if videos won't play:
Please click the button to send this information to our support team:
Here are the examples of the Console output:
