Skip to main content

Video Playback Issues

Videos are at the core of the Hub learning experience, so it's frustrating when they don't work properly. Here's how to fix the most common playback problems.

Video Won't Load​

If the video player appears but the video itself won't start or shows an error:

  1. Check your internet connection. Video streaming requires a stable internet connection. Try opening another website or running a speed test to make sure your connection is working.
  2. Refresh the page. Sometimes a simple refresh (press F5 or click the refresh button) is all it takes to get things working again.
  3. Try a different browser. If you're using Safari, try Chrome, or vice versa. Different browsers handle video differently, and switching can sometimes resolve the issue.
  4. Disable your VPN. If you're using a Virtual Private Network (VPN), try turning it off temporarily. VPNs can sometimes interfere with video streaming services.

Video is Buffering or Stuttering​

If the video keeps pausing to load or the playback is choppy:

  • Lower the video quality. Click the settings icon (often a gear or cog) in the video player and select a lower resolution, like 480p. This requires less bandwidth.
  • Close other browser tabs and applications. Other programs using the internet (like downloads, other video streams, or cloud backups) can compete for bandwidth. Closing them frees up more resources for your video.
  • Improve your Wi-Fi signal. If you're on Wi-Fi, try moving closer to your router, or consider using a wired ethernet connection for a more stable stream.

No Sound​

If the video is playing but you can't hear anything:

  1. Check your device's volume. Make sure your computer, phone, or tablet volume is turned up.
  2. Check if the video is muted. Look for a speaker icon in the video player controls. If there's a line through it, click it to unmute.
  3. Check your browser's audio permissions. Some browsers mute audio by default for websites. You may need to click an icon in the address bar to allow audio from the Hub.
  4. Check your headphones/speakers. If you're using external speakers or headphones, make sure they are plugged in correctly and working.

Video Progress Not Saving​

If you're watching a video but your progress isn't being recorded:

  • Make sure you're logged in. Your progress can only be saved if you have an active session. Check that you're signed in to your account.
  • Check that you're on the correct profile. Progress is saved to the specific profile you're using. If you're watching under the wrong profile, the progress will be recorded there instead.
  • Wait a few seconds before navigating away. The Hub saves your progress periodically. If you close the page immediately after pausing, the last few seconds of progress might not be recorded. Give it a moment before leaving.