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Technical and Video Playback Issue Troubleshooting

Troubleshooting steps if your course or videos are buffering, not loading, or loading slowly, poor video quality

Written by Blueprint

Video Issues

If your course videos are buffering, not loading, or stopping and starting, work through the steps below in order. Most issues are resolved within the first few steps.

Quick Fixes

  1. Hard Refresh — This resolves most playback issues on its own. Try this first before anything else.

    • Windows/PC: Ctrl + F5 or Ctrl + Shift + R

    • Mac (Chrome/Firefox): Cmd + Shift + R

    • Mac (Safari): Hold Shift and click the Refresh button

  2. Lower Video Quality — Click the gear icon on the video player and select the lowest quality (270p). If it loads, gradually increase quality until you find a stable setting.

  3. Fresh Start — Log out, close your browser completely, reopen it, and log back in.

Browser & Cache

  1. Use Google Chrome — Chrome performs best for video playback. If you're on another browser, switch to Chrome and try again.

  2. Clear Cache & Cookies — A cached outdated video file is a common cause of buffering. Clear your cache in Google Chrome or Safari, then restart your browser.

  3. Disable Extensions & Blockers — Turn off browser extensions, firewalls, and traffic blockers, then reload the page.

Network & Connectivity

  1. Disable Your VPN — VPNs can make your traffic appear suspicious and get blocked by our security protocols. If you're using a VPN, disable it or try switching to a different VPN server or protocol.

  2. Check Your Connection — Make sure you have a strong, stable internet connection.

Device & System

  1. Restart Your Device — A full restart can clear temporary glitches that persist after a browser refresh.

  2. Update Your Browser & OS — Ensure your browser and operating system are up to date.

  3. Try a Different Browser — If issues persist in Chrome, try Firefox or Edge to rule out a browser-specific conflict.

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