Video Loading Error Troubleshooting Guide

If you are unable to proceed with your lessons because the video lectures are not loading, this article will take you through some of the common issues and probable solutions.

If you haven't yet, we'd recommend trying to resolve this with the basic troubleshooting steps first.

Freezing Videos

If you’re trying to watch the course lectures and it keeps freezing, it’s typically caused by a poor internet connection, browser extensions, or a cache issue. We'd recommend trying the steps below to see if one of them resolves the issue.

  • Clear your browser's cache and cookies. Browsers save some information from websites in their cache and cookies. Clearing them fixes certain problems, like loading issues.
  • Switch browsers or use a private window. If this fixes the problem, it usually means there’s a browser add-on or extension causing the issue. You can disable all extensions at once or you can also disable them one by one to help identify the problematic extension.

Webpage Format Issue

It's likely that your browser's javascript is disabled and is causing this error. 

To help fix this, you will need to activate the JavaScript in your browser. You can follow the steps on this link.

'Video file cannot be played' Error

Error code 23011 is typically encountered by Windows users when they attempt to play a video in their browser from an embedded JW player. 

You can follow the troubleshooting steps on this link to resolve this issue. 

Still not working?

If the issue still persists, please send us an email at [email protected], and include the steps you have followed, the screenshot of the error(s), as well as the link  to the course you are getting the error from.