Why can’t I see the video?
Each video session will only be visible for 24 hours, so be sure you are visiting on the right day. If today is the day for this video, it’s possible that your web browser is showing you the old “cached” version of the page, rather than updating to display the video. Try refreshing the page by holding down the CTRL key on your keyboard and tapping the R key. On a mobile device, close the app by swiping it off the screen, and then start again.
The video won’t play
The firstu00a0things we recommend are:
- Refresh/reload the page by holding down the CTRL key on your keyboard and tapping the R key (on a mobile device, close the app by swiping it off the screen, and then start again.
- Reboot your computer.
- Try a different browser. Google Chrome is generally the best all-around web browser and usually works great. If you run into a problem with it, you can try other browsers as a backup (Internet Explorer and Microsoft Edge come pre-installed on Windows PCs, oru00a0Firefox, etc).
- Try a different device. Any smartphone, tablet, laptop or desktop computer should also be able to play these videos without a problem, so if you have another one of these devices you could try, that would probably resolve the issue.
If those don’t resolve the problem, please click here and take a look at thisu00a0help pageu00a0for some other possible solutions.
The video stops partway through
Try hovering your mouse over the video and clicking on the timeline along the bottom, to jump ahead. You may be able to skip just a little bit past the spot that is stuck. Or you can click on the little white box (see red arrow below) showing the current time in the video and drag it to move to a different spot left or right. You may need to hit the Play button again once you’ve done this.
If this does not help, try the steps listed above for “The video won’t play.”
Playback is slow or jerky
If you experience video pauses, skips, or other issues, you can click the HD button and select the lowest number, denoting smaller video size. Contrariwise, if you have a high bandwidth connection and the video appears fuzzy, you can click the HD button and select a higher number (though this may cause buffering issues – jerkiness and pauses). The player defaults to “Auto” whichu00a0is supposed to dynamicallyu00a0adapt to the best mix of video quality and size for your internet connection and device capabilities.
Volume is too low
The volume adjustment in this video player is somewhatu00a0unusual. Take a look at thisu00a0screenshot, and the arrow is pointing to the volume control:
Click the blue bars all the way over to the right side, and that will turn the video player volume up as loud as it goes.
You may want to try and use a different device with slightly more powerful speakers (surprisingly, smartphones and tablets can have as good or better speakers than a desktop computer), or connect headphones to hear more clearly.
My question isn’t listed
If you have other technical questions, email [email protected].
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