It is recommended that all internet browsers be up to date.

If you're not sure what browser you're using you can check out here:

https://www.whatsmybrowser.org/

Here are some basic browser troubleshooting steps that are a great starting point:

  • Clear your cache and restart the browser. Click to learn more.
  • Also check if you’re using the newest version of the browser 
  • Try to access the course using another browser or another device outside the managed company's environment to help isolate whether the issue is device/network related.
    • Try a different browser (Google Chrome and Mozilla Firefox often work better than Safari) 
    • Try an Incognito / Private Window (this will rule out an issue with browser extensions). 
  • Restart the device (it's a cliche but it works!) 
  • If possible, try a different device! 
  • If possible, try a different internet connection (School and/or corporate firewalls occasionally block our video provider.)

IT Recommendations

The large majority of the time video issues are browser-specific; for example, you or your company may have a plugin installed on the browser that is blocking the videos. Sometimes it could also be your network that is blocking our video host. Please ask your IT department (if applicable) to try the following:

  • Review any firewall, security, or content-filtering restrictions that may be blocking video playback and, if possible, whitelist or allow the necessary video services.

  • Add the following to their safe list: *.wistia.com (The * indicating that what precedes wistia.com in the URL can vary, depending on the user)

  • Add the following to their safe list: fast.wistia.net

  • Add the following to their safe list: embedwistia-a.akamaihd.net

Need Further Assistance?

If none of the above solutions resolve your issue, we're here to help. Please contact our Help Desk with the following information:

  • A detailed description of the issue (include screenshots if applicable)

  • The specific point in the course where you're experiencing difficulties.

  • Any error messages you've encountered.

  • The steps you've already taken to try to resolve the issue.