If a video isn't loading or playing, try these steps.
Audio plays, but the video is black
If you can hear the lesson but the picture is blank or black, the secure video protection is usually blocking the video output. This can happen when the player detects screen recording, casting, remote desktop software, an unsupported browser, or a display setup that does not support DRM-protected playback.
- Turn off screen recording or capture tools before reloading the lesson
- Stop casting or screen sharing and play the video directly in your browser
- Try your built-in display if you are using an external monitor or adapter
- Switch browsers to the latest version of Chrome, Safari, or Edge
Quick fixes
- Refresh the page — this resolves most playback issues
- Check your internet connection — videos require a stable connection
- Try a different browser — Chrome and Safari work best
- Disable ad blockers — some ad blockers interfere with our video player
- Clear your browser cache — stale data can cause playback errors
Browser privacy settings can sometimes interfere with secure video playback. If a lesson will not load, try a standard browser window in Chrome, Safari, Firefox, or Edge.
Still not working?
Report the issue using the Report Issuebutton on the video lesson page, or contact support. Include which browser you're using and any error messages you see.