Often, this issue is caused by a browser problem on the student's computer. Here are some basic browser troubleshooting steps that are a great starting point to recommend to your students.
Clear cache and restart the browser. Also check if you’re using the newest version of the browser
Try a different browser (we like Google Chrome)
Try an Incognito / Private Window (this will rule out an issue with browser extensions).
Restart the device (it's a cliche but it works!)
If possible, try a different device!
If possible, try a different internet connection! School and/or corporate firewalls occasionally block our video provider.
For other video-related issues, please check out our video playback troubleshooting guide.