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Video Troubleshooting

VIEWING REQUIREMENTS: (Webinars & Virtual Conferences)

Platform Version Required Additional Requirements
Internet Explorer (Win)* 8+ Desktop HLS is only supported on IE 10 and 11. IE 8 and 9 use MP4 fallback. IE's compatibility mode is not supported.
Microsoft Edge Latest  
Chrome Desktop (Win, Mac)* Latest  
Firefox Desktop (Win, Mac)* Latest  
Safari Desktop (Mac) 6+  
Safari Mobile (iOS) 5+  
Android Native Browser 2.3, 4+  
Chrome Mobile (Android) Latest  
IE Windows 8 Phone 11  
IE Windows 8 Tablet 11  
Chrome OS 33+  
Firefox OS 1.0.1+  

Does it appear the video is being blocked on your network? Please provide these necessary technical requirements to your network administrator.

VIEWING REQUIREMENTS: (General Website)

TROUBLESHOOTING:

If no videos at all will play for you, please try the following:

A VIDEO MAY NOT PLAY SMOOTHLY FOR THE FOLLOWING REASONS:

  • Your connection speed. As mentioned above, you'll need a broadband connection with at least 500+Kbps for the best viewing experience.
  • Our servers may be experiencing high traffic. If this is the case, there's not much you can do. However, we are continuously making improvements to keep up with demand and improve your experience on our site.
  • Your video download speed may be slow or inconsistent. In this case, you can try pausing the video until the entire stream is downloaded (the loading bar reaches the end of the player), and then, once the video's completely loaded try playing the video.
  • Occasionally, an incomplete copy of a video can get stuck in your cache and never fully download. You can re-attempt the download of the video by clearing your browser's cache. You'll find steps on how to do this listed here.
 

If you're experiencing issues on our site, you may be able to resolve the matter by clearing your cache and cookies. You may also need to try the second process below: enabling browser cookies. Here are steps to clear the browser cache and cookies and enable cookies in the most common browsers.

If the video is stuck or has choppy playback, try:

CLEARING BROWSER CACHE:

To find out how to clear the cache, click your browser: Clear the cache for Internet Explorer 7
  1. Click "Start" and select "Control Panel".
    (Note: With Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel").
  2. Open the "Internet Options" icon.
  3. Click the "General" tab if it isn't selected already.
  4. Click the "Delete" button.
  5. Under the heading "Temporary Internet files," click "Delete Files".
  6. Click "OK" to exit.
Clear the cache for Internet Explorer 6
  1. Click "Start" and select "Control Panel".
    (Note: With Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel").
  2. Open the "Internet Options" icon.
  3. Click the "General" tab if it isn't selected already.
  4. Under the heading "Temporary Internet files," click "Delete Files...".
  5. Click "OK" to exit.
Clear the cache for Mozilla Firefox 2
  1. Open Mozilla Firefox and click on the "Tools" menu.
  2. Select "Options" then "Advanced". (top right)
  3. Click the "Network" tab.
  4. Under the "Cache" heading, click the "Clear Now" button.
  5. Click "OK" to exit.
Clear the cache for Mozilla Firefox 1.x
  1. Open Mozilla Firefox on the "Tools" menu.
  2. Select "Options" then the "Privacy" icon.
  3. Click "Clear" across from the Cache option.
  4. Click "OK" to exit.
Clear the cache for Safari
  1. From the Safari menu, click "Empty Cache".
  2. When asked "Are you sure you want to empty the cache?", click "Empty".
  3. Click "Done".
  4. Reload the page.

If the video is stuck or has choppy playback, try:

CLEARING BROWSER COOKIES:

(Please note: while clearing your cookies may resolve the problem, it will also remove your saved settings for sites you've previously visited.)To find out how to clear your cookies, click your browser: Clear cookies for Internet Explorer 7
  1. Click "Start" and select "Control Panel".
    (Note: With Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel").
  2. Open the Internet Options icon.
  3. Click the "General" tab if it isn't selected already.
  4. Under the Browsing history section, click the "Delete" button.
  5. Click the "Delete cookies" button.
  6. Select "Yes" if a box appears to confirm.
  7. Click "OK" to close the window.
Clear cookies for Internet Explorer 6
  1. Click "Start" and select "Control Panel". (Note: Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel").
  2. Open the "Internet Options" icon.
  3. Click the "General" tab if it isn't selected already.
  4. Under the heading "Temporary Internet files," click on "Delete Cookies...".
  5. Click "OK" for the "Delete all cookies in the Temporary Internet Files folder?" prompt.
  6. Click "OK" to exit.
Clear cookies for Mozilla Firefox 2.x
  1. In Mozilla Firefox select "Tools" from the file menu.
  2. Select "Options".
  3. Under the "Private Data" heading, click the "Clear Now button".
  4. Click "OK" to exit.
Clear cookies for Mozilla Firefox 1.x
  1. In Mozilla Firefox select "Tools" from the file menu.
  2. Select "Options".
  3. Click the "Privacy" icon in the top panel.
  4. Click the "Cookies" tab.
  5. Check the "Clear Cookies Now" button.
  6. Click "OK" to save and close.
Clear cookies for Safari
  1. Go to the "Safari" drop down menu.
  2. Select "Preferences".
  3. Select the "Security" icon at the top panel.
  4. From the Security dialog box, click "Bookmarks".
  5. Click "Show Cookies".
  6. From the Cookie dialog box, click to choose cookies from youtube.com, and click "Remove" alternatively, if you want to delete all cookies, click "Remove All".
  7. Click "Done".
 

If the video is stuck or has choppy playback, try:

ENABLING BROWSER COOKIES:

To find out how to enable cookies, click your browser: Enable cookies for Internet Explorer 7
  1. Click "Start" and select "Control Panel".
    (Note: With Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel").
  2. Open the Internet Options icon. 
  3. Choose the "Privacy" tab.
  4. Click the "Advanced" button.
  5. Check the "Override automatic cookie handling" box under the Cookies section in the Advanced Privacy Settings window.
  6. Under First-party Cookies, select the "Accept" or "Prompt" option.
  7. Under Third-party Cookies, select "Accept" or "Prompt" option. 
    (Note: If you select the "Prompt" option you will be prompted every time a website attempts to send you a cookie, click "OK".)
  8. In the Internet Options window click "OK" to exit.
Enable cookies for Internet Explorer 6
  1. Click "Start" and select "Control Panel".
    (Note: Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel").
  2. Select the "Privacy" tab.
  3. Click the "Advanced" button.
  4. Place a check in the "Override Automatic Cookie Handling check box".
  5. Under First Party Cookies, select the "Accept" or "Prompt" option.
  6. Under Third Party Cookies, select the "Accept" or "Prompt" option. 
    (Note: If you select the "Prompt" option you will be prompted every time a Web site attempts to send you a cookie, click "OK".)
  7. In the Internet Options window click "OK" to exit.
Enable cookies for Mozilla Firefox 2.x
  1. In Mozilla Firefox select "Tools" from the File menu.
  2. Select "Options".
  3. Click the "Privacy" icon in the top panel.
  4. Check the box corresponding to "Accept cookies from sites".
  5. Click "OK" to save and close.
Enable cookies for Mozilla Firefox 1.x
  1. In Mozilla Firefox select "Tools" from the File menu.
  2. Select "Options"
  3. Click the "Privacy" icon in the top panel.
  4. Click the "Cookies" tab.
  5. Check the "Allow sites to set cookies" checkbox.
  6. Click "OK" to save and close.
Enable cookies for Mozilla Firefox (Mac)
  1. Go to the "Firefox" drop down menu.
  2. Select "Preferences".
  3. Select the "Privacy" icon.
  4. Under "Cookies" mark the checkbox for "Allow sites to set Cookies".
Enable cookies for Safari
  1. Go to the "Safari" drop down menu.
  2. Select "Preferences".
  3. Select the "Security" icon from the top panel.
  4. Under "Accept Cookies" section select "Only from sites you navigate to".
 

If the video will not load or play, try:

ENABLING JAVASCRIPT:

Enabling JavaScript in your browser may resolve the situation and help you to successfully play videos on our site.
To find out how to enable javascript, click your browser: Enable Javascript for Internet Explorer
Ensure that you have JavaScript enabled (turned on) in your browser. To do so, please follow these steps:
  1. Open your browser.
  2. Click the 'Tools' tab in your menu bar (in the top of the browser's window).
  3. drop-down menu will appear. Click 'Internet Options' (should be located at the bottom of the drop-down menu).
  4. A window will appear. Locate and click the 'Security' tab.
  5. Select and click the 'Internet' icon (looks like the planet Earth).
  6. Click the 'Custom Level' button.
  7. Scroll down the list until you see 'Scripting'. You'll then see various options. Look at 'Active Scripting. Select 'enable' (by clicking) on the circle next to 'Enable'.
  8. Select 'Enable JavaScript' checkbox.
  9. A warning window will appear asking you if you'd like to make the selected changes. Click the 'Ok' buttonto save your selection. Click the 'Yes' button.
  10. Finally, click the 'Ok' button to save the update.
JavaScript should now be enabled on your browser!
Enable Javascript for Firefox
Ensure that you have JavaScript enabled (turned on) in your browser. To do so, please follow these steps:
  1. Open your browser.
  2. Click the 'Tools' tab in your menu bar (in the top of the browser's window).
  3. drop-down menu will appear. Click 'Options' (should be located at the bottom of the drop-down menu).
  4. A window will appear. Locate and click the 'Content' tab.
  5. Select "Enable JavaScript" checkbox.
  6. Click the 'Ok' button to save your selection.
JavaScript should now be enabled on your browser!
Enable Javascript for Safari
Ensure that you have JavaScript enabled (turned on) in your browser. To do so, please follow these steps:
  1. Open your browser.
  2. Click the 'Preferences' tab in your control panel.
  3. Locate and click the 'Security' icon.
  4. In the 'Webcontent' section, select 'Enable JavaScript' checkbox (if its not already selected).
  5. Close the Preferences window to save your selection.
JavaScript should now be enabled on your browser!
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