Steps to Take when a User is Unable to Play a Video

At times, both Users or Viewers may report difficulties in playing videos. This doesn’t necessarily indicate a system problem, so we’ve compiled a set of guidelines that you can suggest to your Users to help them potentially resolve the issue before submitting a Support Ticket.

Here are a few steps you can provide them with to attempt to resolve the problem:

1. Make sure that the pop-ups are allowed for the Viewing Interface, otherwise the Electron Player won’t display
2. Try a different browser
3. Try a different network
4. Try a different device
5. Try incognito
6. Clear browser cache/cookies

Note – If there is an error message displaying somewhere, please ask the User to take a screenshot of what they see, and submit a support ticket so that the team can investigate further.