Video Troubleshooting Help – Questions & Answers
Why hasn’t the video changed from yesterday?
Since we post each new video on the same page each day, it’s possible that your web browser is showing you the old “cached” version of the page from a previous day, rather than updating with the new 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 first things 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, or Firefox, 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 this help page for some other possible solutions.
“Because of its privacy settings, this video cannot be played here”
If you receive this particular message, you can review the results of this Google search to see that there are various plugins and ad blockers and proxy services which could cause this error to appear. So the easiest thing is to try using a different browser or different device. Or you can read through those discussions and try disabling some of the individual plugins or ad blockers that could be interfering with your viewing of the video.
Playback is slow, jerky, or pauses unexpectedly
If you experience these types of issues, you can click the gear icon at the bottom right corner of the player and select a lower number, denoting smaller video size. If you are watching on a smartphone, you need to tap the icon that reduces the size of the video out of full screen in order to see the gear icon.
Contrariwise, if you have a high bandwidth connection and the video appears fuzzy, you can select a higher number (though this may cause buffering issues – jerkiness and pauses). The player defaults to “Auto” which is supposed to dynamically adapt to the best mix of video quality and size for your internet connection and device capabilities.
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.”
Volume is too low
The volume adjustment in this video player is somewhat unusual. Take a look at this screenshot, 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 firstname.lastname@example.org.