Course Troubleshoot Tips

The video plays but the sound is off.

The video plays but the sound is off.

This is likely due to the browser setting. Please try the following suggestions.

First, we highly recommend utilizing a computer for the best experience. (Some mobile devices do not currently allow you to change browser setting.)

While we highly recommend using Google Chrome, if you’re using other browsers, below are instructions on how to check your settings on other browsers.

Mozilla Firefox:

Click on the Firefox menu (three horizontal lines) and go to "Settings" (or "Preferences" on older versions).

Navigate to "Privacy & Security" and then to the "Permissions" section.

Click the "Settings" button next to "Autoplay".

Choose your desired default behavior for all websites or customize per website.

Microsoft Edge:

Open Edge and go to the website you want to modify.

Click the "lock" or "i" icon in the address bar.

Select "Site permissions" or "Permissions for this site".

Find the "Autoplay" setting and adjust it to your preference.

Safari:

Open Safari and go to "Safari" > "Settings" or "Preferences".

Click on the "Websites" tab.

Select "Auto-Play" from the left-hand menu.

Choose your preferred autoplay behavior for all websites or specific sites.

The videos are not loading.

The videos are not loading.

Here are some reasons why the video are taking time to load

The internet speed: try to connect to a stable Wifi connection
Devices: utilize a computer, not mobile devices. The computer may slow down if you’re running multiple media at the same time.
Vimeo server: the VImeo server may be temporarily down. Exit and resume in a few minutes or hours.
Browsers: Use Google Chrome for the best performance. If necessary, clear cache and check your autoplay setting by following the instructions above. Do not leave the tab while the course is playing.
Enable Cookies and JavaScript.
Make sure Pop-up blockers are disabled.
The LMS: there may be a temporary glitch on the LMS. Try exiting the player, and resume or restart the course.

I finished the course, but the system says the course is not completed.

I finished the course, but the system says the course is not completed.

When you complete the course, please be sure to close the course player, not the browser tab or browser window when completing the course. Closing the tab may not properly save your progress. If the problem persists, contact your LMS administrator.

The video plays but the sound is off.

The videos are not loading.

I finished the course, but the system says the course is not completed.

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