Videos not playing

Self help steps to take when videos are buffering or not playing

Jessica Ritter avatar
Written by Jessica Ritter
Updated over a week ago

Restarting the device you are using typically solves 98% of video issues our users experience.

If that does not solve your issue, below is more information to help trouble shoot:

Sometimes when viewing the videos from your company's internet connection, you can get hung up on their firewall settings. If that's the case here are a couple of things your IT can check:

Since video files are typically large, they do require more Internet speed or bandwidth at any given time to display the video properly on your device without interruption. It's now common to have many devices connected to the internet at once.
Your home router may only be meant to handle a few devices at once and can get quickly overloaded if phones, tablets, laptops, desktops and smart TVs are connected to one router.
You should make sure that you have a router that is equipped to handle heavy traffic if you are in a household or on a network that consumes a lot of data.

If you're still seeing issues, please submit a support ticket ( and we'll give you a hand.

Technical support: Currently, we are aware that some users are experiencing a technical problem that causes the Videos to not be marked as watched with a check mark (unwatched Videos feature an eye symbol) or the Video progress percentage bar shows 0%. Our team is investigating this issue and hope to have it repaired in the coming weeks.

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