Video will not play

This article is for videos typically hosted on YouTube. If you are experiencing trouble with a Simulation, please visit the Simulation self-help article. 

A few things could be happening; choose from the scenario below that best fits your situation:

• You see a log in request or a blocked/restricted message. This likely indicates that your school's firewall/security settings are blocking YouTube. For this scenario, please contact your school IT department requesting that they unblock YouTube for you. 

• You see a message that says the video has been removed or is unavailable. This means the video has been removed from YouTube. Let us know so we can replace the video, and please include the name of the activity in the help ticket. 

• You see a black screen or constant spinning wheel. This likely indicates that your browser cannot load the video properly. Here are four potential solutions:

• Restart your computer and try watching the video again. 

• Switch to a different browser. Google Chrome usually works the best, but you can also try Mozilla Firefox, Internet Explorer , Edge , or Safari . If you are on a computer supplied by your employer and there are restrictions for what you can download, then you will need to reach out to your IT staff.  

• Update your browser. Here are instructions for a variety of browsers: Google Chrome, Mozilla Firefox, Internet Explorer, Edge (updates automatically), and Safari. 

• Check your computer or device for updates. Each computer and operation system varies, but these basic instructions should help: updating on Windows, updating a Mac, updating an iPad or iPhone, updating an Android.

• If all other solutions have failed, then it is likely your internet speed/bandwidth is too slow or your device/computer isn’t able to process videos. If this is the case, please try using a different computer or device. 

If you are not sure where to start on this list, or your situation is not listed;

1. Take a screenshot of what you see within the course.

2. Try this test video to see if it plays or if you get the same error.

3. Submit a new help ticket that includes the screenshot, a description of what happens when you try the test video, and any of the above solutions that you have already tried.