If you’re having issues with a course video, there are some things you can try to get things running again.

Check your connection to WiFi and make sure you have a good connection for the best experience. Disruptions in your connection will affect how well videos load and play. If connectivity remains low, look for a better connection or wait until it improves.

You can also try a different device, try a private or incognito browser, or a different browser to determine if the issue is browser or device-specific.

Pausing a video gives your device time to download the video, storing portions at a time in the buffer. When you press play, the downloaded portions will play without interruption.

If you're experiencing an unstable internet connection. You could try downloading the video for offline viewing. By downloading the video, you can avoid buffering and ensure smooth playback.

Follow the steps below to download and watch your course videos.

If you're using a mobile device, close browser tabs and other apps you have open in the background of your device as this may slow down how fast videos load.

You could also clear your browser history and cache. Our handy article takes you through the process step by step.

If you're using our app on a mobile device, make sure it's the latest version from the app store. This guide will help make sure you are accessing our eLearning in the best way.

If you're still experiencing problems after trying the above options, contact your manager or administrator for further support.
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If you're a manager and have checked all the suggestions above, please raise a support case so we can investigate further.