My program isn't loading or the video or audio aren't playing.

Modified on Sat, 11 Nov 2023 at 05:31 PM

It can be frustrating when you're trying to get to a lesson and it is locked or not loading. We hear you!

Here are a few suggestions...

First, take a deep breath. You're not doing anything wrong. Sometimes browsers get stuck like this, and they need a little loving reset ;-)

Usually, this is a "browser caching issue" which means you're looking at something old because your browser thought that would be quicker for you.

Here are some ideas to lovingly nudge it into the present time.  (None of these things are necessary usually, but sometimes computers get confused... just like people... and they don't know how to take a deep breath)

  • Try reloading the page (that little "recycle" looking button)
  • Try closing the tab or window and opening a new one
  • Try opening the program from the top (
  • Try closing the browser itself and reopening it.
  • Try using another browser. (We're getting extreme now, but you get the idea)
  • Try restarting your device. (This is surprisingly effective sometimes)

For audio issues, remember to check the volume on your audio player, and make sure it is turned up and the video is not muted. Check the sound settings on your device. 

The video player should automatically play with lower quality if your internet connection is slow and should switch to higher quality if your connection improves. You can also set the quality manually using the settings (gear icon) in the lower right corner of the video player. 

If you are still experiencing issues after following the above steps, click here to contact us.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons

Feedback sent

We appreciate your effort and will try to fix the article