Articles on: Account & Tech.

What to do if videos don't play

On rare occasions, you may find yourself unable to play one or several videos. You click on the play button, and nothing happens: the video is frozen or loading infinitely.

If the problem occurs with only one specific video, but all others play correctly, please report it to us using the chat box at the bottom of this page.

If, however, the problem occurs on all videos, it is most likely caused either by your browser or by your internet connection.

1. See if your problem comes from your browser

Use another browser

The first thing to do is to try switching browsers. For instance, if the problem occurs while you are using Google Chrome, try playing the video on Firefox or Microsoft Edge.

If the video works on other browsers, the problem was probably due to an extension or an add-on on your first browser. You should therefore try disabling them: keep reading below!

Disable browser extensions

If you have already identified that the problem is linked to your browser, or if you are still unsure, try disabling browser extensions (also called add-ons).

Indeed, browser extensions such as Ad blockers may interfere with the video player and cause it to freeze.

First, try turning off all browser extensions:

Then try playing the video again.

If the problem disappears when all extensions are turned off, reactivate them one by one to identify which extension caused it.

If the problem occurs on devices provided by your school or organization, you may not have access to browser settings. In this case, please contact your IT admin and send them a link to this Helpdesk page.

2. See if your problem comes from your network

If you are still unable to play videos after switching browsers or disabling extensions, the problem may come from your network.

Are you on a personal internet connection (at home or on your mobile), or are you connected to your school's or company's network?

Are you aware of any network restrictions, in particular firewalls and blacklisting/whitelisting of websites, such as Youtube?

To find out whether a network restriction is causing the problem, try using another connection. For instance, if you are using a laptop or desktop computer connected to your school's network, try visiting the same page from your mobile phone (or connect to your mobile phone's internet from your computer).

If that solves the issue, or if you are still unsure, please contact your IT admin and put us in the loop so we can help them find out which network settings should be adjusted to allow videos to play.

3. What to do if you are still stuck

Please contact us using the chatbox on the bottom right corner of this page. Thanks!

Updated on: 26/04/2022

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