My video player doesn’t work while viewing an online course. What do I do?

We’re sorry you are having difficulty but we can help! First, try switching browsers. If for some reason that doesn’t fix the problem, then use the instructions listed below or use the PDF instructions below to learn how to empty your cache. We find 99% of the time one of these two solutions works. If not, please contact us. 

Not familiar with refreshing the cache? No problem, we’ll show you the steps. Browsers speed up page load times by taking “snapshots” of a page. If the page has not completely loaded when this happens, you’ll experience issues with the videos not playing properly. So, we recommend you empty your cache, to have your video player work better.

Look below to find the name of your browser. Then, follow the steps below to refresh the cache.

It's important to CLOSE your browser completely once you’ve completed the steps and open it back up.

WINDOWS:  

Internet Explorer

1. Click on the gear wheel in the top right corner
2. Click on Safety in the menu
3. Click on Delete browsing history in the submenu
4. Select Temporary Internet files and website files from the list
5. Click on Delete 

 Google Chrome

1. Click on the three dashes in the top right corner
2. Click on settings in the menu
3. Click on History in the menu on the left
4. Click on Clear browsing data
5. Select Empty the cache from the list
6. Click Clear browsing data

Alternative Method: Force Refresh. Usually a "force refresh" is enough. You can achieve this by pressing the following key combination: Shift + Ctrl + F5

 Firefox

1. Click on the orange Firefox button in the top left corner
2. Move the mouse to Options and click on Options in the submenu
3. Click on Advanced icon in the upper right
4. Click on the Network tab
5. Click on Clear Now in the Cached Web Content section.

APPLE/ MAC:

Safari

1. First click on Safari in the top menu bar, and then click on Preferences
2. Click on the Privacy icon
3. Click on Remove All Website Data
4. Click Remove Now to confirm

Chrome

1. Click on the three dashes in the top right corner
2. Click on settings in the menu
3. Click on History in the menu on the left
4. Click on Clear browsing data
5. Select Empty the cache from the list
6. Click Clear browsing data

Firefox

1. Click on Firefox in the top menu bar
2. Click on preferences
3. Click on Advanced icon in the upper right
4. Click on the Network tab
5. Click on Clear Now in the Cached Web Content section.

REMEMBER: Don’t forget to close and reopen your browser once you have completed the above steps!